Negotiating Sales Success™ takes participants to a set of skills, insights and practices rarely experienced in the world of sales bargaining. The program’s unique approach sends each sales negotiator into the business world with a sharp edge over traditional win-lose & conflict-laden approaches. WORKSHOP BENEFITS -Transforms understanding of the sales negotiating process -Expands personal power for effective bargaining -Uncovers differing negotiation and buyers’ styles -Creates range & alternatives for best results -Unveils our 5 phase approach for winning outcomes -Instills the Six Principles of Positive Influence -Heightens your ability to diminish conflict -Teaches a mutual-gains strategy -Aligns relationship building and the sales negotiating process -Delivers R.E.S.P.E.C.T. ™ model for success Creating Customer Loyalty™ is a dynamic program that moves participants to powerful self-discoveries that dramatically strengthen their capacity to be a consultative agent of customer service. BENEFITS OF ATTENDING: -Expands Participant’s Positivity -Deepens Awareness of Impact on Others -Provides Tools for Building Relationships -Strengthens Essential Communication Skills -Enhances Ability to Empathize with Clients -Powerful Customer Service Techniques -Provides a Process to View Everyone as a Customer -Shares a New Approach to Handling Difficult Customers -Promotes a Positive Service Oriented Culture Contact kris@360bsi.com to register today.

1. 1Tel: +6016 3326 360 Fax: +603 9205 7788 kris@360bsigroup.com
YOUR INTERNATIONAL
COURSE FACILITATOR
Jim Hornickel
Director of
Training & Development
Bold New Directions
Jim Hornickel brings more than 25 years of professional
and personal experience in Leadership, Management,
Negotiations, Public Speaking, Coaching, Corporate
Training and Transformation to his service.
He has worked in small and large businesses, profit and
non-profit, union and non-union environments. Jim is a
published author and has also successfully started and
operated three small businesses.
Jim’s passion is to inspire professionals to take bold new
directions in their lives for increased fulfillment and
professional success. He knows that when we awaken from
within we can harness our deepened personal power to
expand our positive influence.
Jim operates from the philosophy that all professionals
have an innate yearning to perform well at work and in
their lives and can reconnect to this yearning through
exceptional corporate training experiences.
Jim Hornickel has successfully brought this approach to the
facilitation of training programs with Fortune 500
organizations in the US, Canada, South America, Europe
and Asia.
PAST TESTIMONIALS ABOUT THE TRAINER
“Jim is an extraordinary coach & mentor.”
- J.B. Suresh, Product Trainer - Process Analytics, Siemens LLC
“The course was very well organized & Jim is very knowledgeable &
passionate about the subject. Very well done!”
- Camellia Mohiddin, Admin Executive, Petronas Carigali Brunei Ltd
“Jim is a highly focused professional who brings energy, passion and
tremendous knowledge to his work. Top-notch communication skills with
the ability to see the large picture while attending to details...”
- Anne M. DiDomenico, Project Manager
Part 2: Creating Customer Loyalty (Day 3 - Day 4)
Creating Customer Loyalty™ is a dynamic program that moves participants to
powerful self-discoveries that dramatically strengthen their capacity to be a
consultative agent of customer service.
This highly interactive program uses experiential learning to help you remove
old and less useful methodologies and develop new attitudes and strategies for
building stronger relationships while serving internal and external customers to
meet their needs.
By the end of this program participants discover how operating from the
principles of R.E.S.P.E.C.T.™ transforms collaborative results and leads to greater
customer satisfaction and loyalty.
Part 1: Negotiating Sales Success (Day 1 - Day 2)
The Negotiating Sales Success™ training program deepens understanding of
two critical elements; the negotiating relationship as it pertains to the
sales process and the negotiation process.
First, you will learn to understand the sales negotiating relationship through
three pillars of Mutuality, Pro-activity and R.E.S.P.E.C.T.™ (Responsiveness,
Empathy, Service, Perspectives, Esteem, Courage & Truthfulness)
Second, you will understand key structural components of a successful sales
negotiations process.
Negotiating Sales Success™ takes participants to a set of skills,
insights and practices rarely experienced in the world of sales bargaining.
The program's unique approach sends each sales negotiator into the business
world with a sharp edge over traditional win-lose & conflict-laden
approaches.
THIS WORKSHOP IS LIMITED TO 16 PARTICIPANTS
& CONSISTS OF TWO PARTS:
COURSE OVERVIEW
04 - 07 APRIL 2016
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
10 - 13 APRIL 2016
RADISSON BLU
DUBAI DEIRA CREEK UAE
MANAGEMENT
SERIES
NEGOTIATING
SALES SUCCESS &
CUSTOMER
LOYALTY ™
Exclusive takeaways:
1. A copy of Jim’s newly published
book, “Negotiating Success - Tips
And Tools To Building Rapport And
Dissolving Conflict While Still Getting
What You Want.” (Wiley Publishing)
2. Workshop Materials: a training
manual containing an overview of
the course plus work-sheets,
examples and exercises.

2. 2
WHO SHOULD ATTEND
Company Chairman & Directors
Business Development Managers
Sales & Marketing Managers
Procurement & Purchasing Officers
HR Directors
Legal Counsels & Advisors
Executives, Managers & Team Leaders
All Sales Representatives
All Professionals who Negotiate
VPs, GMs of Corporate Communications
Heads & Managers of Advertising
Customer Relations Managers
Media & Public Relations Managers
Workshop Benefits:
Transforms understanding of the sales
negotiating process
Expands personal power for effective
bargaining
Uncovers differing negotiation and
buyers' styles
Creates range & alternatives for best
results
Unveils our 5 phase approach for
winning outcomes
Instills the Six Principles of Positive
Influence
Heightens your ability to diminish
conflict
Teaches a mutual-gains strategy
Aligns relationship building and the sales
negotiating process
Delivers R.E.S.P.E.C.T. ™ model for success
A smart man knows what to say,
a wise man knows how and when to say it.
- Frank M. Garafola
There are no pre-requisites or designated experience levels required of participants attending this
workshop.
DAY2 CONFLICT RESOLUTION
Reviewing Day One Learning
"Checking In" with Phase Three
"Trading" with Phase Four
Trading Concessions
"Evaluating" with Phase Five
Exposing Negotiating Sales Tactics
Managing Conflict with Others
Role Playing Exercise
Summarizing with Action Planning
DAY1 NEGOTIATING SUCCESS
Negotiating Sales Benchmark Group Exercise
Integrating the Six Principles of Positive Influence
Expanding Your Emotional Intelligence/EQ-Life Intelligence
Understanding Negotiation/Sales Buyer's Behaviors
Role Playing "What is Success?"
Developing Range & Alternatives
"Preparing" with Phase One
"Discovering" with Phase Two
Asking Powerful Questions
Deepening Listening Skills
The Close - Making Requests for What You Want
COURSE CONTENT:
NEGOTIATING SALES
SUCCESS

3. 3
COURSE SCHEDULE
8.00
8.30
10.10 - 10.30
12.30 - 13.30
14.40 - 15.00
16.00
Registration & Coffee/Tea
Workshop commences
Morning coffee/tea
Lunch
Afternoon coffee/tea
End of day
Workshop Benefits:
Expands Participant’s Positivity
Deepens Awareness of Impact on Others
Provides Tools for Building Relationships
Strengthens Essential Communication Skills
Enhances Ability to Empathize with Clients
Powerful Customer Service Techniques
Provides a Process to View Everyone as a
Customer
Shares a New Approach to Handling
Difficult Customers
Promotes a Positive Service Oriented
Culture
WHY THIS EVENT
Creating Customer Loyalty™ is a specialized
program designed to deeply enhance
participants’ability to build relationships of
service, trust and effectiveness with customers –
both internal and external to the organization.
This experiential training program deepens
participants’ability to uncover customer’s full
needs and deliver results that please.
There are no pre-requisites or designated experience levels required of participants attending this
workshop.
DAY4 IMPROVING CUSTOMER
RELATIONSHIPS
Enhancing Connection with Every Customer
Using Empathy as a Critical Tool
Putting“Service”Back into Customer Service
Exploring the Customer’s Perspective
Selecting Best Perspectives for Situational Success
Elevating Esteem to Build Customer Loyalty
Building Courage for Tough Questions & Requests
Honing Authenticity & Truth-telling
Preventing & Dissolving Customer Conflict
Building Stronger Relationships Over Time
DAY3 COMMUNICATING EFFECTIVELY
WITH CUSTOMERS
Redefining Customer Strengths & Weaknesses
Uncovering Your Professional Strengths & Weaknesses
Tuning Your Radar for Areas of Opportunity
One Dozen Best Practices to Create Customer Loyalty
Increasing Your EQ-Total Life Intelligence
Using the 6 Principles of Influence
Understanding Customer Behavior Styles
Closing the Gap Between Differing Styles
Delivering Customer Service as a Standard
Embracing a Solution Oriented Approach
Responding with Timeliness & Effectiveness
Overcoming Communication Barriers
Increasing Communication Effectiveness
Crafting Powerful Questions to Understand Customer’s Needs
Listening Skills for Better Results
Objective Vs Subjective – Probing to Separate Fact From Fiction
COURSE CONTENT:
CREATING CUSTOMER LOYALTY
The most important trip you may take in life
is meeting people half way.
- Henry Boyle

4. Payment is required within 5 days upon receipt of
the invoice.
All payments must be received prior to the event date
PAYMENT DETAILSFEES (please tick as appropriate)
Thank you for your registration!
Substitutions are welcome at any time. Please notify us at
least 2 working days prior to the event. All cancellations will
carry a 10% cancellation fee, once a registration form is
received. All cancellations must be in writing by fax or email
at least 2 weeks before the event date. Cancellations with
less than 2 weeks prior to the event date carry a 100% liability.
However, course materials will still be couriered to you.
General Information:
Registrations close ONE (1) week before the training dates.
The fees cover lunch, tea breaks, materials and certificate.
Official confirmation will be sent, once registration has been
received.
Participants will need to arrange their own accommodation.
Attire: Smart Casual
1
2
3
4
5
Cancellations/Substitutions
OTHER PUBLIC COURSES
The Craft of Technical & Scientific Writing & Presentation
Effective Communication & Presentation Skills
Talent Acquisition and Behavioural Interviewing
Globalised Compensation and Rewards Systems
Effective Technical Report Writing
Records, Information & Document Management
Effective Performance Management
360 BSI is passionate about providing strategic technical
programs and high potential training solutions across the
region to build personal competencies and organizational
capability.
You will receive practical training from a professionally
qualified educator with over twenty years of teaching and
training experience.
Please feel free to mix-and-match topics from the areas listed
below to get the right training content for your staff. Other
topics may be available upon request.
IN-HOUSE TRAINING
Name
Name on tag
Job Title
Email
Mobile
:
:
:
:
:
Name
Name on tag
Job Title
Email
Mobile
:
:
:
:
:
Name
Name on tag
Job Title
Email
Mobile
:
:
:
:
:
1
2
3
DELEGATES
AUTHORIZATION
(This form is invalid without a signature)
Name :
Job Title :
Email :
( )Tel :
Organization :
Address :
Signature : Date: / /
DELEGATES
Fax: +603 9205 7788
Tel: +603 9205 7772
Mobile: +6016 3326 360
Email: kris@360bsigroup.com
REGISTRATION FORM
Hotel Contact Details:
The fee does not include any taxes (withholding or otherwise). In case of any taxes applicable
the client has to ensure that the taxes are paid on top of the investment fee paid for the course.
Compliance with the local tax laws is the responsibility of the client.
Bank transfer:
360 BSI MIDDLE EAST LIMITED
Abu Dhabi Commercial Bank
Dubai Mall Branch, P.O.Box 49124 Dubai, U.A.E
Account No: 10065721319001
Swift No: ADCBAEAAXXX
IBAN No: AE780030010065721319001
Grand Millennium Kuala Lumpur
160 Jalan Bukit Bintang, 55100 Kuala Lumpur
Tel: +60 3 2117 4899 Fax: +60 3 2142 1441
Radisson BLU Hotel, Dubai Deira Creek
Baniyas Road, P.O. Box 476, Dubai, UAE
Telephone: +971 4 2057105 Fax: +971 4 2234698
04 - 07 APRIL 2016
GRAND MILLENNIUM
KUALA LUMPUR MALAYSIA
10 - 13 APRIL 2016
RADISSON BLU
DUBAI DEIRA CREEK UAE
DUBAI, UAE
10 - 11 APR 2016 12 - 13 APR 2016 10 - 13 APR 2016
04 - 05 APR 2016 06 - 07 APR 2016 04 - 07 APR 2016
KUALA LUMPUR
BOTH WORKSHOPS
USD 3,395
WORKSHOP #2
USD 1,995
WORKSHOP #1
USD 1,995
* REGISTER 3 DELEGATES
AND GET 15% DISCOUNT
360 BSI (M) Sdn Bhd (833835-X), Level 8 Pavilion KL, 168 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia.©
NEGOTIATING
SALES SUCCESS &
CUSTOMER
LOYALTY ™

5. 360 BSI Training Calendar 2016
Contact Kris at kris@360bsi.com to register or for further details. Tel: +60 16 3326 360
Event Code Type COURSE TITLE DATE - 2016 VENUE
KK-TE-KL-41 General Effective Technical Report Writing 13 - 14 Jan 2016 Kuala Lumpur
KK-TE-JAK-42 General Effective Technical Report Writing 18 - 19 Jan 2016 Jakarta
KK-TE-DOH-47 General Effective Technical Report Writing 21 - 22 Feb 2016 Doha
SV-IT-KL-22 IT Business Continuity & Disaster Recovery Planning 23 - 25 Feb 2016 Kuala Lumpur
SV-IT-DUB-21 IT IT Information Security Management Principles 28 Feb - 02 Mar 2016 Dubai
KK-MN-DUB-129 IT
Document & Information Management, Security,
Retention & Archiving
06 - 09 Mar 2016 Dubai
SV-SS-DUB-102 Safety Behavioral Based Safety (BBS) & Leadership 06 - 08 Mar 2016 Dubai
SV-SS-DUB-103 Safety Root Cause Analysis 09 - 10 Mar 2016 Dubai
KK-MN-SIN-130 IT
Document & Information Management, Security,
Retention & Archiving
04 - 07 Apr 2016 Singapore
KK-MN-KL-117/118 General Negotiating Sales Success & Customer Loyalty 04 - 07 Apr 2016 Kuala Lumpur
KK-MN-KL-119/120 General
Effective Communication, Presentation Skills &
Report Writing
04 - 07 Apr 2016 Kuala Lumpur
KK-MN-DUB-121/122 General Negotiating Sales Success & Customer Loyalty 10 - 13 Apr 2016 Dubai
KK-MN-DUB-123/124 General
Effective Communication, Presentation Skills &
Report Writing
10 - 13 Apr 2016 Dubai
KK-MN-DUB-131 Management Green Supply Chain Management 10 - 12 Apr 2016 Dubai
KK-TE-DUB-48 General Effective Technical Report Writing 15 - 16 May 2016 Dubai
SV-FI-KL-11/12 Finance
Fraud Control & The COSO 2013 Framework: Improving
Internal Controls and Organizational Effectiveness
To be confirmed 2016 Kuala Lumpur
SV-MN-DUB-131 HR Effective Performance Management To be confirmed 2016 Dubai
SV-MN-DUB-132 HR Preventing Workplace Bullying To be confirmed 2016 Dubai
SV-FI-DUB-9/10 Finance
Fraud Control & The COSO 2013 Framework: Improving
Internal Controls and Organizational Effectiveness
To be confirmed 2016 Dubai
SV-IT-DUB-19 IT Project Management for IT Professionals (23 PDUs) To be confirmed 2016 Dubai
SV-SS-DUB-96 Safety Visible Safety Leadership To be confirmed 2016 Dubai
SV-SS-DUB-97 Safety
Quality, Behavior & the Bottom Line: The Human Side of
Quality Improvement
To be confirmed 2016 Dubai
SV-IT-DUB-20 IT
IT Governance: Governance & Management of
Enterprise IT
To be confirmed 2016 Dubai
Technical
Advanced Shutdown / Turnaround / Outage (STO)
Management
Dubai
Security Advanced Certificate in Security Management Kuala Lumpur
Security
Advanced Certificate in Professional Investigation &
Covert Surveillance
Dubai
Security Advanced Certificate in Field Incident Command Dubai
Management CSR Strategy & Value-creation Masterclass Dubai
HR Training ROI Masterclass Dubai
Management Effective and Efficient Warehouse Operations Dubai
Finance Effective Collection & Recovery Strategies Dubai
Other Training Courses by Affiliated Training Partners