Classroom/Instructor-Based Training Manuals

Advanced Commercial Service
Commercial Service
Committing to Excellence
Design/Build Contracting
Dispatch Management
Leadership
Marketing Management
Performance Contracting
Problem Solving/Teambuilding
Residential Sales
Sales Management

Human Resources Manuals

Employee Policy Manual
Human Resources Manual
Management Policy Manual

Safety Manuals

Hazard Communication Training Manual
Safety Policy & Procedure Manual
Safety Programs Manual

Sales & Marketing Manuals

Sales & Marketing Business Plan - CIM
Sales & Marketing Business Plan - RLC
Sales & Marketing Resource Manual - CIM
Sales & Marketing Resource Manual - RLC

Training & Education Manual

Training & Education Resource Manual

This manual includes a detailed technical and consultative program for commercial salespeople that have experience and success in selling service agreements. Key components of the manual include:

• Selling Service, the Conceptual Sale - presents a concept to make the intangible tangible, and instructs on recognizing customer needs, hurts, and objectives
• Planning and Goal Setting - describes how to create effective goals and determines timelines
• Suspect and Prospects - describes the difference between suspects and prospects, and helps with lead generation
• Customer-Focused Reltaionship Selling - defines first impressions, the 2 and 1 rule, mutual respect and effective follow-up
• Selling Cycle - indentifies how to set the appointment, how to find out why the customer is really buying, and differentiates between RFP, LOI and PC
• Pricing Projects & Preventive Maintenance - shows how to bundle offers for repairs, replacements and preventive maintenance

This manual provides information designed to help commercial contractors develop sales skills in new and existing salespeople and help target the sales effort for maximum impact. Key components of the manual include:

• Salesperson Functions and Responsibilities - defines roles and responsibilities through the sales process, pre-call planning, and provides options for identifying customer needs, possible solutions, and closing sales
• Targeting Marketing Strategies - identifies prospecting strategies, territory management, and qualifying opportunities in an effort to establish an overall strategy
• Market Sectors - identifies market segments, assesses capabilities and reviews competitors
• Proposal Writing Strategies - defines the purpose of the service agreement proposal, to speak to the needs of the decision-makers, and explains terms and conditions
• Case studies, Service Agreement Estimating Tables, and Equipment/Systems Maintenance Strategies are included

This manual provides information including: defining "excellence", adhering to customer requirements, the cost of "excellence", the continuous achievement cycle, and the achievement plan (assessment, commitment, agreement, education, implementation, performance review).

This manual provides information designed to assist those interested in implementing or improving a desing/build division. Key components of the manual include:

• Teaching Design/Build - describes the transition process, the basics to teach, precautions and risks involved, along with frequently asked questions
• Business Development & Marketing Strategies - provides a draft of a customer driven business plan, selling more than price, beginning the marketing action plan, creating a company brand image, etc

This manual provides information to help build and effective dispatch function within your company. Key components of the manual include:

• Service Coordination and Dispatch - defines the role of the dispatch function and outlines the equipment and working environment that it requires.
• Job Descriptions and Profiles - provides actual job descriptions and personality profiles for the perfect candidate for the dispatch function.
• Recruiting and Job Application Materials - describes how to attract and hire the right individuals.
• Training and Dispatch - suggests training schedule and basic training for tracking and time planning.
• Service Call Flowchart - provides the service call process in a flowchart format.
• Paper Dispatch System - provides sample forms used in dispatching.
• Computer Basics - defines basic functions for a service management software solution.
• Classroom slides and numerous forms

The content of this manual is directed towards existing or "up-and-coming" company presidents, department heads and influential managers. Key components of this manual include:

• Leadership and Vision - explains how to recognize the connection between vision, mission, stratgy, goals and tactics.
• Introduction to Leadership, What is Leadership and Values of Leadership - describes the difference between managing and leading, your values and the impact of your ability to lead.
• Servant Leadership - provides a proven model for leadership that dfies conventional thinking.
• The One Minute Manager - describes goal setting, praise and the one-minute reprimand.
• Leadership Checklist - helps measure your effectiveness

This manual is a resource to train our industry's aspiring marketing managers. Key components of the manual include:

• Functions and Responsibilities - provides key characteristics and responsibilities of the marketing manager.
• Conducting Market Research - describes the research process, segmentation, target market identification, external market trends' impact to your projections, and assessment of capabilities and market position.
• Selecting Target Markets - explains how to determine best market segments, identify new business opportunities, prioritize market selections and identify the best approach to customer base.
• Competitor Analysis - describes how to determine your competitors, identify weaknesses to differentiate your offering, and develop/maintain competitor profiles.
• Company S.W.O.T. Analysis - explains how to identify the strengths, weaknesses, opportunities and threats of your company.
• Designing Market Strategy - provides basics to design, positioning, strategy options, development of various media campaigns and plans.
• Developing Profit Analysis - includes an analysis for promotional campaigns, revenue and profit for products, revenue projects, and cash flow analysis
• Defining the Offering - determines how to differentiate between benefits and features and create product profiles.
• Marketing Plan Development - presents developing, reviewing, and evaluating marketing plans

This manual is an introduction to energy performance contracting and a reference resource to help organizations through the process. Key components of the manual include:

• Getting Started - describes how to organize a project team, obtain management support, and gather information.
• Requesting Proposals - provides actual proposal samples, key elements, preproposal and site visit information.
• Selecting a Contractor - defines the evaluation committe, process, proposal receipt, screening, ranking and awarding the contract.
• Preparing a Contract, Measuring Energy and Operational Savings, Monitoring and Managing the Contract - provides a step-by-step guide for ensuring success.
• Various forms and sample documents are included

This manual provides information including: effectively facilitating teams, clearly identifying team objectives and responsibilities, maximizing each team member's potential, steps to eliminating problems, and measuring actual results of your chosen and applied solutions.

This manual provides a unique approach to residential retail sales, which builds sales and profits in a low-pressure environment. Key components of the manual include:

• Salesperson Function and Responsibilities - outlines key functions of the sales role.
• Sales Process - explaines the Partner-Advisor Relationship sales process, why we must change our methods of selling in the home, what a non-linear sales process is and how to apply and practice it.
• Listening Skills - defines the importance of listening and how to practice proper listening skills.
• Rapport Building - describes the importance of personal image and the product offering, setting limits to the opening call and how to explain ways how your company can meet prospect needs.
• Exploring Options - explains how to develop a range of options for any problem and differentiate your offering.
• Handling objections, closing the sale, territory management, home surveys and pricing for profits are also covered

This manual includes information designed to assist sales managers with building an effective and productive sales team. Key components of the manual include:

• Traits - identifies personality profiles of high achievers and lists resources to develop specific traits.
• Recruiting, Hiring and Deploying - describes how to develop job descriptions, screen applicants and determine the size and capacity of each salesperson.
• Performance Management - explains how to implement a "SMART" performance management system, establish goals and objectives, and evaluate performance and corrective action plans.
• Coaching, Counseling, Motivating and Leading the Sales Team - provides sales management performance tools, describes the difference between coaching and counseling, tactical coaching processes and using the counseling process to change poor performance.
• Competitive Intelligence - describes the importance of knowing competitors market position, how to capitalize on the weaknesses of competitors to differentiate your offering and the need to develop and maintain competitor files

Core Manual

This manual provides information related to various employment areas associated with creating an employee handbook. Key components of the manual include:

• Welcome
• Employment
• Compensation
• Benefits
• Conduct
• Educational Assistance
• Miscellaneous Procedure

Core Manual

This manual provides information designed to support processes used in your Human Resources Department. Key components of the manual include:

• Procedures - General, Competencies, Discipline, Personal Leave, Safety, Smoking, Sexual Harassment, Workers' Compensation, Privacy, Tuition, Work Overtime
• Forms - Attendance, Compensation & Benefits, Corrective Action, Employment Ads & Flyers, Health & Safety, Job Descriptions, Miscellaneous, New Hire, Performance Management, Selection & Placement, Technical Tests, Termination & Resignation, Training & Development

Management Policy Manual ($200.00 retail)

Core Manual

This manual provides information related to the implementation of an employee handbook. This accompanies the Employee Policy Manual and is appropriate for company managers. Key components of the manual include:

• Corporate Overview
• Employment
• Compensation
• Benefits
• Conduct
• Educational Assistance
• Substance Abuse
• Miscellaneous Procedure

This manual provides information associated with various safety standards implemented within the industry. Key components of the manual include:

• Hazard Communication - provides an overview of program content and training manual.
• Right-To-Know - defines federal policy.
• Chemical Hazards - defines exposure, its routes and the halth and physical hazards.
• Labels - desribes labels and commonly used symbols.
• Materials Safety Data Sheets - defines each section and common standards applies.
• Tests, pretests and a glossary

Core Manual

This manual provides information associated with various safety policies and procedures implemented within the industry. Key components of the manual include:

• Safety Plan - established policies and procedures to ensure the safety and health of company employees and the customers they serve.
• Emergency Action Plan - establishes procedures to address various conditions of emergency (i.e., fire, bomb threat, natural disasters, etc.).
• Drug Abuse Policy - established policies and procedures to maintain a safe workplace by eliminating legal and/or illegal drugs.
• Glossary and various forms are included

This manual provides information associated with various safety programs implemented within the industry. Key components of the manual include:

• Hazard Communications Program - establishes policies and procedures to ensure the safety and health of company employees who may come in contact with toxic and/or hazardous substances.
• Lockout/Tagout Program - creates a program to ensure that machines and equipment are isolated and inoperative prior to servicing and/or maintenance.
• Personal Protective Equipment Program - clarifies requirements for responsibilities, hazard assessment, training and equipment selection.
• Hearing Conservation Program - establishes procedures to administer, train, monitor and reduce exposure to noise levels equal to or in excess of 85 decibels over an 8-hour time-weighted average.
• Safe Driving Program - provides the information to administer a continuing, effective safe driving program. The program includes general practices and guidelines for promoting safet vehicle operation.
• Refrigerant Management Program - educates employees on the federal standard Section 608 - The Clean Air Act. Explains steps to take to develop a Refrigerant Management Plan and required EPA certification categories

Sales & Marketing Business Plan - CIM (Commercial/Industrial/Mechanical) ($500.00 retail)

Core Manual

This manual will walk you through the processes needed to develop a strategic plan for the commercial contractor. Its intention is to help you adjust to market changes, changes in your business, and changes in the direction of our industry. Many of the files can be customized for your company. Key components of the manual include:

• Assessment and Evaluation - established steps used to assess and evaluate your core philosophies, competencies, and vision
• Situational Analysis - provides an exercise to develop or focus the company on business philosophy, core message, market segmentation, competencies or business segments, products, mission and vision statements
• Key Strategic Planning Issues - identifies key areas to address as you develop your strategic plan
• Core Values of Your Company - provides examples
• Goals & Objectives - states the importance of setting goals and objectives for success
• Plans of Action - develops the overall plan to achieve your goals
• Tracking Progress - tracks your progress on the developed action plans
• Strategic Planning and Strategic Account Workbook, sample proposals and recommendations are include

Sales & Marketing Business Plan - RLC (Residential/Retail/Light Commercial) ($500.00 retail)

Core Manual

This manual will walk you through the processes needed to develop a strategic plan for the residential contractor. Its intention is to help you adjust to market changes, changes in your business, and changes in the direction of our industry. Many of the files can be customized for your company. Key components of the manual include:

• Assessment and Evaluation - establishes steps used to access and evaluate your core philosophies, competencies, and vision
• Situational Analysis - provides an exercise to develop or focus the company on business philosophy, core message, market segmentation, competencies or business segments, products, mission and vision statements
• Key Strategic Planning Issues - identifies key areas to address as you develop your strategic plan
• Core Values of Your Company - provides examples
• Goals & Objectives - states the importance of setting goals and objectives for success
• Plans of Action - develops the overall plan to achieve your goals
• Tracking Progress - tracks your progress on the developed action plans
• Strategic Planning Workbook, Selling System Training Manual, sample tools and Preventative Maintenance Programs/Proposals are include

Sales & Marketing Resource Manual - CIM (Commercial/Industrial/Mechanical) ($200.00 retail)

Core Manual

Contains comprehensive information designed to assist you in the development of effective tools and programs to support your commercial marketing initiatives. Many of the files can be customized for your company. key components of the manual include:

• Commercial Service Sales Marketing - provides an overview of the commercial service sales marketing strategy
• Developing & Tracking Prospects - includes comprehensive information to develop and track prospective customers
• Leads, Referrals & Case Studies - includes information designed to develop leads and referrals
• Capabilities & Competencies - defines the organization's capabilities or functional strengths (i.e., services and support you provide, reasons why you are in business, etc.)
• Customer-Focused, Benefit Selling - provides the tools to understand the importance of developing relationships with potential customers
• Commercial Service Marketing Materials - provides actual tools to assist with commercial marketing initiatives
• Preventative Maintenance & Offerings - includes a sample preventative maintenance proposal that may be offered to the custome

Sales & Marketing Resource Manual - RLC (Residential/Retail/Light Commercial) ($200.00 retail)

Core Manual

Contains comprehensive information designed to assist you in the development of effective tools and programs for your residential marketing initiatives. Many of the files can be customized for your company. Key components of the manual include:

• The Individual Consumer Magnet - provides detailed definition of the Individual Consumer Magnet (ICM), something unique to each company that sets them apart from the competition. Includes samples and a step-by-step plan to create your own.
• Testing & Tracking - describes methods of testing and tracking. Includes a testing scenario, four rules of testing and step-by-step example on how to test and track.
• Harvesting Referrals - outlines a variety of referral programs and how to implement them. Includes sample letters and referrals.
• Selling the Benefits - describes the difference between benefits and features. Addresses the five basic marketing needs and includes a step-by-step on how to create benefits/features.
• Increase your Unit Sales - commits your staff to upselling, with "Rules to Follow", the impact of upselling and action steps to increase your selling.
• Yellow Page Advertising - describes how to create a yellow page ad and how to get the most from it.
• Lifetime Purchase Value - determines the lifetime purchase value of your customers and how to increase it.
• EAI Credibility Book Presentation - provides tools designed to convey credibility and present your company background.
• Forms Library - provides a variety of customizable forms to utilize at your company.
• Presentation Spreadsheets - provides sample spreadsheets used for pricing and evaluating new systems.
• Tools and Guidelines - provides actual tools to use in your marketing initiatives and information to develop your own.
• Best Practices - includes actual marketing pieces used by EAI member companies, such as: maintenance agreements, brochures, direct mail, and more.

Training & Education Resource Manual ($200.00 retail)

This manual provides information related to supporting processes used in your training department. Key components of the manual include:

• Procedures - established various training standards, work processes and department design materials.
• Forms - provides tools to implement the collections and organization of training information.
• Resources - list strategic training partners related to Internet and website information.
• Learning Objectives - defines the various adult learning styles and develops standards for optimum instruction.
• Assessment - establishes methods to determine training needs and evaluate effectiveness