Developing Client Relationships (DCR) is a two-day highly interactive sales and marketing training program for any employee who has client contact.
DCR places emphasis on the effective use of planning and interpersonal skills necessary for establishing and maintaining profitable client business relationships.
Sales people and managers at all levels of
experience will find DCR helpful as it provides fundamental skills
necessary for profitable client relationships.
Roles of the Total Consultant - communicator, advisor, problem-solver, planner, technical expert
Stages of the Business Process - exploration, dialogue, commitment, maintenance, follow-up
Active Listening
Anticipating Needs
Giving Advice & Making Recommendations
Gaining Client Commitment
Maintaining the Client Relationship
At the conclusion of Developing Client Relationships participants will be able to do the following:
Develop a strategic plan for establishing a client relationship.
Anticipate client attitudes and concerns.
Establish rapport with clients.
Use "active listening" skills to uncover clients needs, attitudes, and concerns.
Develop strategies to overcome client concerns.
Target product or service recommendations to satisfy clients needs.
Gain client commitment to stated recommendations.
Establish and maintain an on-going client relationship.
* available as a 2-day classroom workshop.
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Effective Sales Negotiation
ESN is a one day workshop that presents a flexible approach to sales negotiation.
Rather than trying to cover all situations, ESN concentrates only on those faced by sales people on a daily basis.
Participants
are introduced to a natural, collaborative process which can be
employed to resolve negotiable sales situations while maintaining or
enhancing the long term business relationship.
The Four Negotiation Styles - determining personal negotiation style and its effects.
Preparing for Negotiations - working directly on real life challenging situations.
Collaborative Negotiation Skills - practicing role play situations in a safe environment, obtaining immediate feedback, reinforcing success.
Tips and Techniques - methods for gaining greater control, successful practices for uncovering information and responding to client tactics.
At the conclusion of Effective Sales Negotiations participants will be able to do the following:
Recognize when to negotiate, and when not to.
Increase awareness and comfort when in a negotiation.
Learn how to negotiate profitable agreements.
Practice how to handle common customer "tactics" and "strategies".
Understand strategies to maintain and enhance long term business relationships while negotiating.
* available as a 1-day classroom workshop.
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Effective Sales Presentations
ESP is a two-day workshop which provides a flexible framework to develop presentations for all situations.
Rather than employing a one-size-fits-all approach, ESP teaches participants how to adapt the content of their presentation to fit the needs of the audience by varying structure and delivery.
ESP stresses planning, analytical, and delivery skills in formulating sales presentation leading to client commitment
When - When To Make a Presentation.
Planning - Developing a Presentation Plan.
Needs - Identifying the Real Actionable Needs of the Client.
Analysis - How to Analyze an Audience.
Recommendation - How to Formulate a Recommendation.
Delivery - Methods for Successful Delivery in Various Situations.
Technology - Successful Application of Various Technologies.
At the conclusion of Effective Sales Presentations participants will be able to do the following:
Recognize appropriate placement of presentation in sales cycle.
Plan audience-centered presentations.
Adapt delivery form and skills to suit the situation.
Select content to satisfy the needs of the audience.
Gain firm client commitment to recommendation.
* available as a 2-day classroom workshop.
* * * * *
Major Account Selling Strategies
MASS is a two-day highly interactive sales and marketing training program for experienced sales people.
MASS stresses
the effective use of account analysis combined with action strategies
to develop deeper and more productive client business relationships.
Experienced account executives, tenured sales people and marketing executives would be appropriate for MASS
The Partnership Pyramid - developing a partnership strategy
Current Account Evaluation - determine a partnership potential
Major Account Tactics - Tactics to move from non-productive to productive major accounts
Relationship Alignment - Personal relationship alignment
Strategy - Developing strategies to enhance the personal relationship
At the conclusion of Major Account Selling Strategies participants will be able to do the following:
Identify clients with partnership potential
Develop an account plan that moves good clients to great ones
Identify specific tactics/strategies that move low-end accounts up the Partnership Pyramid
Evaluate current business and personal relationships with their clients
Develop specific tactics/strategies to deepen personal and business relationships
* available as a 2-day classroom workshop.
* * * * *
Exceptional Customer Service
ECS is a one-day,
highly interactive workshop that assists customer service people in exceeding customer expectations.
ECS uses group discussion, case studies, and role plays to help participants apply and practice skills in a non-threatening, constructive environment.
ECS provides service people with the skills and processes to effectively manage both routine and difficult customer interactions.
Service Interaction Process - greeting, exchanging information, satisfying needs and resolving issues, closing.
Core Service Skills - active listening, demonstrating empathy, and responding.
Challenging Situations - difficult customer service transactions.
At the conclusion of Exceptional Customer Service participants will be able to do the following:
Recognize customers' needs and expectations.
Meet customers' needs and exceed their expectations.
Demonstrate excellent communication skills while managing customer interactions.
Turn difficult or emotional interactions into satisfying experiences for the customer.
Developing Client Relationships (DCR) is a two-day highly interactive sales and marketing training program for any employee who has client contact. 
ESN is a one day workshop that presents a flexible approach to sales negotiation. 
ESP is a two-day workshop which provides a flexible framework to develop presentations for all situations.
MASS is a two-day highly interactive sales and marketing training program for experienced sales people.
ECS is a one-day,
highly interactive workshop that assists customer service people in exceeding customer expectations. 
