•You will hear five short recordings. Each speaker is reporting on a training course they have attended. •For each recording, d

Man: I especially like the session on customer needs. We look at how to identify customer needs with things like product research and market analysis. There was also quite a bit on promotional techniques and we looked at different preaches there and we talked about stressing value for money. I thought all the trainers were very good. Everything was presented clearly and we always had time for questions and discussion.

Man: One thing that we are always reminded of is the need to research whom you’re going to speak to. It may seem obvious that how you get things across should depend on your audience, but we spent a lot of time watching videos and saw examples of people forgetting this. We learned that preparation wasn’t just finding out how many people there would be, but also something about the kind of things they expect to hear.