Bite-size reminders to win new business and keep customers for life.
Download The Salesperson’s Pocketbook [PDF]

Sensible suggestions for delivering straightforward messages
Download The Business Writing Pocketbook [PDF]

Action plans are a well used instrument in the manager’s and training
professional’s toolkit. However, many plans look good on paper but are never implemented. Use this checklist to ensure that your future actions are planned effectively.
Download the Action Planning checklist [PDF]

Counselling is a skill which a manager can use to help other people resolve their own problems. Use this exercise to identify how you respond when people come to you with problems or issues.
Download the Counselling Style exercise [PDF]

This self-assessment is designed to help you learn more about your creative environment and how you operate within it. It will highlight barriers to being creative.
Download the Creativity self-assessment [PDF]

This self-assessment will define your orientation towards customers – both internal and external to your organization. The results will tell you how you may be perceived by your customers.
Download the Customer Focus – Individuals self-assessment [PDF]

This self-assessment is designed to help you discover the degree to which your organization is customer-oriented. It is best undertaken by people from different parts of an organization in order to compare perceptions.
Download the Customer Focus – Organisations self-assessment [PDF]

These two questionnaires can be used to gain feedback from customers on the service that you provide. Questionnaire A involves service over the telephone. Questionnaire B involves service received face-to-face.
Download the Customer Satisfaction questionnaires [PDF]

Delegating helps managers make best use of their time. It also gives individuals opportunities to develop. This questionnaire will help you assess how well you delegate tasks to your team.
Download the Delegation questionnaire [PDF]