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Customer Service Training

Complaint Handling

Complaints are too often treated as a problem, or simply ignored. Learn how to leverage the power of a complaint to gain improvement for your business, and increased loyalty from the complaining customer

Customer Care

his module looks at what we do with customers after the sale, customer care. We look at the business benefits of good customer care, and the risks associated with overlooking it. We examine what a service culture would mean in an organisation, and looks at practical, straightforward approaches to creating a simple service strategy, and handling complaints.

Dealing with Angry Customers

Difficult, angry customers can be a real challenge for any customer service centre, causing stress, and being hard to bring to a resolution. Learn a simple process for defusing anger, calming the customer, and getting their issues back on track.

Demo Account

Demo - Ansoffs Matrix for New Product Introductions

Ansoff s product/market growth matrix suggests that a business attempts to grow depend on whether it markets new or existing products in new or existing markets. It is a useful tool that can help sales people and marketeers alike prioritise penetration strategies. It help focus product and market growth strategy. This course looks at why it is useful, how it works and how it should help inform sales and marketing priorities.

Demo - Assertiveness

To succeed in selling we all need to be assertive - learn the tips and techniques to achieve this

Demo - Attitiude & Mindset

Do you have the right attitude and mindset to be a successful sales person? What makes a successful salesperson? Skills, personality, but more than anything else, mindset. Learn how to get your attitude right.

Demo - Basic Disciplinary Procedures

To give anyone potentially involved in implementing discipline an understanding of what is involved and the process and procedure to follow. The module is aimed at Managers who are not HR professionals, giving them are structure to follow. However, the advice would be to always seek professional advice where available.

Demo - Becoming a Great Sales Person

This courses presents a structure for developing yourself into a great sales person. It looks at how you can develop a personal sales strategy, an operational/territory plan, how you can manage your time effectively and what you need to be thinking about in terms of sales skills.

Demo - Buyer Motivation

This course looks at why organisations make the decision to buy. Through understanding why organisations are motivated to change their current practise you are better able to ascertain why and when they will move to buy from you.

Demo - Buying Decision Making Unit

Demo module - not to be used for training purposes. Only PDF available. Who makes the decision to purchase within your customer? Understand the full buying decision process the customer goes through.

Demo - Change Management 2

This is the fifth course in the Strategic Marketing series, aimed at helping sales and marketing leaders plan for effective strategic implementation. A sudden change in strategic direction can have a disastrous impact on a company without sufficient preparation and planning. In developing a strategy, the impact of implementation should be carefully considered. A strategy will be successful if the company culture changes to reflect the shift in performance and behavior expectations the organization has of its people. The Change Management course explains how to manage people through a period of change, and why the introduction of well defined Sales Management processes go a long way to consolidating change.

Demo - Channel Management

This course looks at channel management strategy as a way of increasing customer reach. it looks at ways of understanding if and what type of channel strategy is right for you and how you can measure the return on investment from implementing a successful channel partnership.

Demo - Closing Skills

Sales people often take the sales process to the point where the customer is willing to buy but lack the closing techniques to get the order. Learn different types of closing techniques and how to use them.

Demo - Coaching and effective feedback

Demo module - not to be used for training purposes. Only PDF available. How to coach your team to improve them and their results and how to give constructive and effective feedback

Demo - Cold Calling

How to structure a cold call and build an effective script to make appointments for a sales visit

Demo - Commercial Awareness

Gives you an understanding of key commercial skills to be able to sell effectively - pricing, margins, cost of sales, cashflow etc

Demo - Commercial Leadership for Growth

It is not easy to grow a business. Critical to growth is the ability to sell your products and services at a price that delivers sufficient margins to fund and stabilise growth. This workshop looks at some critical key performance indicators that that must be in place to give visibility whether the company is on target to deliver.

Demo - Communication Skills

This module focuses on the importance of communication in the sales process, and how to do it effectively. Examining listening, style of speech, choice of language, and non verbal communication, we look at simple ways of improving communication, and increasing success.

Demo - Competitive Benchmarking

Competitive benchmarking is the process of looking at your company s performance and comparing it with an immediate competitor. This can be done throughout the entire spectrum of business functions, i.e., finance, products and services, organisation, technology, research and development, personnel policies, etc. Depending upon circumstances and market pressures, competitive benchmarking has always been conducted either formally or informally. This training workshop looks at the processes of establishing effective competitor benchmarking and managing the initiative on going.

Demo - Complaint Handling

Demo - Creating a Company Identify and Mission Statement

This workshop looks at how to build your companies vision, mission and value statements. A vision is a statement about what your organization wants to become. Mission statements are the precise description of what an organization does i.e. why the organisation exists. A value statement is a statement about what drives the organisations priorities.

Demo - Creating a Key Account Plan

Following implementation of a Key Account Strategy, learn how the create an effective, useable working document to manage and develop key accounts

Demo - Creating a Sales Culture

A sales force is built on the capabilities of its managers. Front-line managers are instrumental in creating the right workgroup culture. Selecting and training front-line sales supervisors is one of the best and surest ways to improve the quality of your sales organization. This training looks at how to set the culture and environment to maximise the selling effort.

Demo - CRM and Salesforce Technology

In order to make improvements in sales function efficiency more and more companies are looking towards sales force automation and customer relationship management systems. If done right these systems can deliver significant productivity gains, if done wrong they can cause organisational chaos. This workshop looks at 1) Presenting the business case - the return on investment 2) Getting the support of an IT department 3) Understanding the interfacing dilemma "I need everything to talk to everything" 4) Gaining user buy-in - the internal sales process 5) How to avoid "shelfware syndrome"

Demo - Cross-Selling and Up-Selling

This looks at how processes and skills can be improved to maximise opportunities to up sell and cross sell new and existing products into your organisations customer base. It looks at the cost of sales and the highlights the favourable conversion rates involved in improving cross selling and up selling activity.

Demo - Customer Care

How to look after your customer and give them the care and attention they need

Demo - Customer Experience Management

What experience does your customer get when trading with you? Recognising all elements of the experience and how to manage it will deliver a greater customer retention.

Demo - Dealing with Angry Customers

Demo - Dealing with Difficult People

This workshop is an introduction in how to deal with difficult people to create positive outcomes. It contains the practical techniques you need to adopt to manage real-life situations.

Demo - Designing the Sales Force

This course looks at how to structure and resource your sales team. It looks at tools that will allow you to anaylse if you have the right size force and whether it is allocated correctly to maximise results.

Demo - Developing a Branding Strategy

This workshop focuses on tools and techniques needed to build a successful brand strategy, including, Identification of Market Sweet-Spots, Competition, Unique Selling Proposition, and building a cohesive marketing communication plan.

Demo - Developing an operational Sales Plan

An operational sales plan allows you to map out the resources, structure, activity levels and management processes you will need to deliver targets. This workshops culminates in a written document that can be used to communicate how sales will deliver its targets.

Demo - Developing Sales People

There is a strong business case for developing your sales staff as it will help ensure that your business runs smoothly and with consistently good results. However money can be wasted on ineffectual training and development that does not deliver. This training looks at the key issues involved in developing sales staff.

Demo - Effective Forecasting

This course looks first at identifying the sales assumptions that will form the basis of your sales forecast. It then looks at how you can break down the forecast into specific product areas or markets and from here helps identify conversion rates from suspect to close. It also examines the importance of top down and bottom up sense checking.

Demo - Effective Interviews

How to structure and hold effective interviews to be able to recruit the right staff

Demo - Evaluating Sales Performance

Quantitative and qualitative measurement techniques to measure the performance of sales people

Demo - Features,Advantages,Benefits

Covers the foundation skills features, advantages and benefits

Demo - Full Circle Sales Process

This workshop facilitates the mapping out of the entire ecosystem of the sales environment in order to identify constraints and improve flow. It is useful for understanding and identifying what activities drive on sales performance.

Demo - Growth Strategies

Growth Strategies is the fourth course in the Sales Development Zone s Strategic Marketing series. The course uses Ansoff s Product/Market Matrix as a framework to introduce the options available to a company looking to implement a growth strategy. The four options are increased penetration of existing product markets, expansion in to new customer markets, development of new product markets, and diversification in to totally new businesses. The course weighs up the relative merits of implementing different market entry strategies, and helps participants whether to exploit existing capabilities or explore new ones.

Demo - Individual Goal Setting

Giving Managers an understanding of how to set goals to meet the development needs of each member of the sales team

Demo - Induction for New Starter

New salespeople will need to familiarise themselves with your business - its products, its employees and its customers. An induction process for new sales staff must cover, your company, your customers, your products and vitally the sales process. This practical workshop works through all these areas to ensure you put in place a robust and useful induction that will allow new staff to get up to speed quickly.

Demo - Industry and Competitve Analysis

This is the first of a series of Strategic Marketing courses which starts participants off on their strategy development and implementation journey. The course explains why a good understanding of the external opportunities and threats facing a company is a fundamental part of a company s investment decision making process. Participants will learn how to define their market, segment the market by customer type, and identify target customers. The course also explains how to conduct an analysis of the competition and to assess the attractiveness of a market or industry using Porter s 5 Forces. No analysis of external trends would be complete without considering political, economic, socio-cultural and technological developments.

Demo - Influencing Skills

This module focuses on influencing, addressing the vital importance of being able to influence your potential clients. Amongst the building blocks of effective influencing introduced are a framework to understand client personalities, examples of weak language, and influencing models like Re-framing, Personal Experience, and Logical Consequences.

Demo - Introduction to Strategic Marketing

This course presents an overview of strategic marketing, in order to understand the activities that make up the strategic sales and marketing process.

Demo - Introduction to Strategic Marketing 2

Following this series of courses is ideal preparation for any senior sales or marketing leader looking to change a business s direction. Having completed this introductory course, the participant will have a thorough understanding of what a strategy comprises of, why a company needs one, and how strategic marketing has evolved from being a once a year cost budgeting exercise to a dynamic management process. This course provides an overview of the Sales Development Zone s series of six Strategic Marketing courses which includes Industry and Competitive Analysis, Resource and Capability Analysis, Sources of Competitive Advantage, Growth Strategies, Change Management, and Continuous Renewal.

Demo - Joint Sales Visits

To embed new sales skills and improve sales outcomes sales staff need to reflect on and analyse their performance, sales managers need to understand their role on joint visits including observation, intervention and feedback.

Demo - Key Account Management

Demo module - not to be used for training purposes. Only PDF available. Learn how identify your key accounts and how to develop a strategy to manage them effectively.

Demo - Key Account Management-Developing the Relationship

This course helps you assess the type of relationship you currently have with your account base, and helps identify what you want them to be and the journey in getting there.

Demo - Lead Generation Strategy

Has your company got a strategy for lead generation? Ensure you understand the different types of and processes for lead generation and why you need to constantly seek improvement.

Demo - Listening Skills

This module examines the importance of listening, and the skills needed to do it effectively. It looks at the statistically increasing importance of listening as responsibility increases, discusses non verbal cues which encourage people to keep talking, and advances models and tools for listening more effectively.

Demo - Making Presentations

To give people who have a presentation requirement in their job role now or in the future a structure to work to when creating and delivering a presentation. The module covers the basics and can be further enhanced by advanced presentation skills.

Demo - Managing Channel Partners

This workshop looks at channel selection and how to develop strong long term channel partner relationships. High performing channel management is based upon a solid foundation of proactive planning and communication, goals need to be jointly agreed with realistic timescales. Visible and constant monitoring is needed to deliver results to relevent support is vital to be successful.

Demo - Mapping out a Sales Pipeline

This workshop looks at the stages of the sales process in detail. Starting from the suspect and going to the close, it maps out the questions, the qualifying statements and the tools needed to efficiently and effectively move opportunities the sales pipeline.

Demo - Mentoring

Learn what a mentor is and the role they play in people development. How to structure a mentor relationship in a way that delivers the best results.

Demo - Negotiation Skills - basic

This module introduces simple, single issue negotiations. Using practical exercises, the challenges of single issue negotiation are explored, and concepts like Best Alternative to a Negotiated Agreement, and Zone of Potential Agreement are covered. Simple negotiation tactics are then introduced, including making and reacting to opening offers, and patterns of concession.

Demo - Negotiations Advanced

This course looks at multiple-issue negotiation and how to create value for both parties by finding solutions that address shared and conflicting interests.

Demo - New Business Development Strategy

Do you have a strategy for developing new business? Understand the key areas for consideration when putting one together.

Demo - Objection Handling

This course covers the skills needed to overcome and deal with objections. It covers the different types of objection you might come up against and gives some practical suggestions as to how to deal with them.

Demo - Order, Advance, Continuation

In this module, we look at how to measure the success of a sales call. Introducing concepts including Order, Advance or Continuation, we examine what can and cannot be considered success, and also the effect of too many attempts at closing. Focusing on developing needs, and persuasion techniques, we examine what to do with a sale which has stalled.

Demo - Organisation & Time Management Skills

In this module, we look at organisation and time management. We unpack the importance of managing limited time, and examine ways to prioritise and plan tasks, as well as breaking major projects into chunks which can be tackled in a more manageable way. We also look at effective ways of avoiding project problems and time consuming rework.

Demo - Pipeline Creation

This course looks at effective business development activities that will allow you to build your pipeline. It maps out an effective process covering writing prospecting letters and emails, developing a script to follow up with a telephone call and detailing likely objections. It lays out the importance of setting aside specific prospecting time (at least 20% of your time)to ensure a consistent sales pipeline.

Demo - Planning & Preperation

This module focuses on preparation for all sales activity, but with particular reference to telesales. We examine the importance of preparation, and link it to ongoing success. We look both at action planning, covering the most appropriate ways to distribute tasks across the day, and preparation for particular events.

Demo - Product Portfolio Management

This Product Planning training deals with the planning and management of the product lifecycle. It looks particularly at the pricing pressures at each stage of product maturity, and how that effects the opportunities for communicating product benefits.

Demo - Profitable Sales-Product Break-Even

What is the true cost of selling your product/service and at what point is it profitable to do so? Learn how to find your true breakeven point

Demo - Proposal Writing Skills

A good proposal can win be the key to winning an order, but equally, a bad one can ruin your chances. Learn to make your proposals clear, punchy and effective.

Demo - Rapport Building

People buy from people they trust, and building rapport with a client is critical to a long term buying relationship. Learn how to put clients at their ease, and gain their interest and trust to shorten the sales cycle and lay the foundations for repeat business.

Demo - Rapport Building Skills

Demo module - not to be used for training purposes. Only PDF available. People buy from people they trust, and building rapport with a client is critical to a long term buying relationship. Learn how to put clients at their ease, and gain their interest and trust to shorten the sales cycle and lay the foundations for repeat business.

Demo - Recruiting Sales People

The process of recruiting sales people with the right skills and experience to match the role

Demo - Remuneration & Reward

Remuneration of sales teams is not a one size fits all. Differing roles mean differing renumeration packages are appropriate. However there are some clear best practices that if done right can have a significant impact on sales results. This is a must course for all sales managers.

Demo - Resource and Capability Analysis

Resource and Capability Analysis is the second in the Strategic Marketing series of courses which takes a look at the internal factors influencing a company s investment decision process. Participants learn why it is important to assess the company s strengths and weaknesses in terms of the resources and capabilities it has built up over time. The course explains the different ways of measuring and comparing a business unit s performance using gross margin, net income, return on equity, and economic value added metrics. Its concludes by providing an overview of the BCG Market Growth Matrix, an excellent tool for pulling together learning from both the Industry and Competitive Analysis course as well.

Demo - Sales Meetings

How to structure and deliver sales meetings that have an impact. Sales meetings are vital for the sales team to share learning and develop capabilities. Many of the workshops here in the sales development zone can be delivered effectively in a weekly sales meeting, facilitating learning and continual development.

Demo - Sales Planning

This course looks at how to plan your sales time, from a territory management point of view. It covers, identifying your target customers, mapping the sales activities needed at suspect, prospect and sales lead stage, sales cycles and sales conversion rates

Demo - Sales Process Template

This templates provides an easy guide for individual sales people to map out their sales process. It covers, the 3 key stages of suspect, prospect and sales lead.

Demo - Sales Prospecting

This training covers the basics of prospecting, looking at how you would create an effective focused list of prospects, and how you would determine the best way to reach them.

Demo - Sales Toolkit for New Products

In order for sales to effectively sell new products they need a sales toolkit, the toolkit will contain necessary collateral, case studies, features, advantages and benefits to close a sales effectively.

Demo - Setting effective meeting agendas

In a world where we are time-poor being productive with our time and our prospects is critical if we are to be seen as business professionals and a potential business partner. One way of doing this is to create and distribute a clear meeting agenda for each customer meeting. This course looks at the different types of agendas that may be appropriate throughout the sales process to help you maximise the efficient use of your selling time.

Demo - Solution Selling

Selling Solutions is a pragmatic approach, for selling larger products and services. It helps transform the sales process into distinct steps which allows you to help position your products or services in relation to buyer needs; adds more value to the customer experience; achieves shorter sales cycles through better management of the buying process; and when the sales is completed forms a good bedrock for a long term relationships.

Demo - Sources of Competitive Advantage

The third in the series of Strategic Marketing courses, Sources of Competitive Advantage, introduces the concept of value adding activity. Participants are shown how to use Value Chain analysis to identify those activities which create most value across a supply chain in developing a strategy. The course also provides an overview of the two sources of competitive advantage, Cost Leadership, and Differentiation which allow a company to earn and sustain superior profits. The course also shows the participant how to devise a system of value-adding activities which, if performed consistently over a period of time, build capabilities that create long-term, competitive advantage for the company.

Demo - Structuring a Sales Team

Do you have sufficient resource in the right areas? Learn the things to consider when allocating resource and structuring a sales team. This course looks at some quantitative techniques to ensure you have the right resource in the right areas, maximising your return on sales resource.

DEMO - Successful Selling

Looks at the definition of a successful sales visit. Helps to establish a frame work for analysing what has been achieved on a sales visit.

Demo - Targeting Lapsed Accounts

The importance of identifying and measuring accounts that have ceased trading. Why did they cease trading and how should you approach them?

Demo - Telephone Based Selling

This module is a thorough and in-depth look at tele-sales. It casts telesales within the range of possible sales approaches, and introduces the concept of sales as a process. Using the Suspect, Prospect, Sales Lead methodology, this process is then applied specifically to telephone selling, and supported with specific telephone techniques, regarding getting past gatekeepers, dealing with callbacks and messages etc.

Demo - Telephone Skills

In this module, we look at the effective use of the telephone in the sales environment. Focussing on planning and timing calls, attitude, use of language, and listening skills, we cover everything needed to make the telephone a successful means of communication for both sales and customer service.

Demo - Territory/Portfolio Management

Territory management often means you are being pulled in several directions - making presentations, arranging calls, following up with proposals, visiting new customers and keeping in contact with key accounts. This territory management training course focuses on the practical skills required in order to plan your time more successfully, enabling you to maximise sales within your territory. A range of practical exercises are used and the output is a territory plan detailing activity rates and conversion rates needed to hit targets.

Demo - Training 1-The Role of the Trainer and the learning process

Understand why organisations train, how training can meet the needs of the business, the qualities of a successful trainer, the different styles and types of learning and how to match your training to them

Demo - Training 2-Methods of Training & Visual Aids

Selecting and using visual aids for maximum effect including working with whiteboards, transparencies, flip charts, and using computer based presentation packages Selecting appropriate training methods - trainee analysis How to facilitate group discussions

Demo - Training 3 - Preparation

Establishing and writing objectives. Building course content and developing course structure Building in questions, discussions and exercises to support the learning process

Demo - Training Sales for a new product launch

This workshop maps out the process of selling a new product, it includes defining what tools and collateral are needed, questioning techniques and objection handling at each stage of the sales process.

Demo - Training Strategy for Sales

Recent research by ES Research Group shows that 90% of sales training programs result in temporary increase in sales productivity lasting between 90 and 120 days. This training looks at how you can ensure that the money and resources you are spending on training and development are put to good use.

Demo - Trust Building

Learn how to build trust and therefore a long term relationship with your customer

Demo - Trusted Advisor Status

It is essential that Key Account Managers know how to Develop and grow meaningful customer relationships and as a result differentiate themselves so that customers view them as a trusted advisor rather than a vendor.

Demo - Understanding Customers Needs

The key to selling - if a customer has a need you can provide the solution - you need to learn how to understand what those needs are

Demo - Value Pricing

Pricing is a tricky area and one which is full of pitfalls. This course looks at pricing strategies and tactics to increase market share and profits of any size organisation. Business is a game of margin not profit. Price is only one of many reasons why a buyer will choose to go ahead. This workshop will help you understand how you can position your products to maximise profitable sales.

Demo - Writing a Key Account Plan

A road map for writing a key account plan*

Demo -Training 4- Delivery & Evaluation

How to understand the structure of groups, how to anticipate and overcoming trainee problems and handle difficult trainees. Effective delivery of training sessions. Effectively measuring learning outcomes Short and long term measurement

Demo- Creating Value

This course looks at creating client value through understanding the buyers purchasing journey. This type of selling is ideal for those working in competitive complex sales environments where the sales person needs to help the client identify the problem, create a bespoke solution and ensure implementation runs smoothly.

SDZ Site Overview

An outline of the Sales Development showing the key features and benefits and detailing all of the modules

Supplier 1 new products

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Supplier 2 Do you know how to sell the range?

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Sales Games for Sales Teams

A Company Information Scavenger Hunt

To make sales people aware of all of the sources of information they have available to them, about their prospects and customers.

Create a Company

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Handling Approaching Objections

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Handling Objections Dartboard

Give the class a fun way to practice handling objections.

Just Visiting, Thanks

This exercise focuses on time management and how sales representatives can get the most out of face to face customer visits.

Learning from the Best

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Make a Sale of New Skills

To help representatives decide on what skills they wish to develop during the course, improve interviewing skills, and reinforce the training following the class.

Mission Impossible

To foster a sharing of ideas around account penetration. This is also a great exercise to get participants to focus tightly on a single aspect of the sale.

Notice me!

To quickly demonstrate to the sales people that we can overlook some powerful details when things get too familiar.

Questioning - I know what you need

To help sales people understand the importance of questioning and having an open dialog with their customers before making conclusions about there needs.

Questioning Skills Game - Mapping the customers footprint

A lot can be learned about how a customer will react to your product and presentation by thinking about how they made decisions on other purchases. This exercise will help your team develop questions they can ask to dig out that information.

Sharing War Stories

Every sales representative has his or her share of war stories. These can be helpful if channelled correctly. This exercise will allow participants to communicate their stories and you, the sales manager, to maintain control.

The Objection Assassin

No matter who you are, or whom you work for, you likely spend much of your sales process time overcoming objections. In fact, you probably face the same 3-5 sales objections over and over. And, because overcoming objections takes place at every step of the sales process, it is VERY important to spend time crafting effective responses to those most common objections faced. We recommend you create flash cards for each sales objection (with the objection on the front and a carefully defined response on the back). Use the following tips to guide you as you develop your own objection killing flash cards. As you do so, remember the best objection killer of all is a current customer s voice or case study. It adds credibility, especially when facing the objection we all most hate price.

Upselling and cross selling

To help sales people see potential opportunities they might be missing within their existing accounts, and develop further ideas of products and services they can present when meeting current clients.

Sales Management Training

Basic Disciplinary Procedures

Coaching and Effective Feedback

How to coach your team to improve them and their results and how to give constructive and effective feedback

Communicating Commercial Results*

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Creating a Sales Culture

Developing Sales People*

Effective Forecasting

Evaluating Sales Performance*

Quantitative and qualitative measurement techniques to measure the performance of sales people

Exhibitions and Trade Shows

This module gives a structured approach to attending and selling at an exhibition to ensure you maximise the return on your investment. It looks at objectives, stand management, housekeeping and selling techniques.

Individual Goal Setting

Giving Managers an understanding of how to set goals to meet the development needs of each member of the sales team

Induction for New Starters

Joint Sales Visits

Mentoring*

Learn what a mentor is and the role they play in people development. How to structure a mentor relationship in a way that delivers the best results.

Motivating Sales People

If you are a Sales Manager then a key part of your management skills should be the knowledge of how to motivate your team. This module highlights the fact that sales people have different motivations and that a "one fits all" approach will not be the most effective.

Networking

Networking is about developing and maintaining relationships with people who can affect and impact either directly or indirectly on your business. This training covers 1) Preparation, 2) Developing your pitch, 3) Preparing to proactively talk to people 4) Active Listening 5) Direct questioning 6) Appreciation 7) tips for remembering names 8) follow up.

Profitable Sales - Sales Force Productivity *

Turnover is vanity, profit is sanity. A truism that for many sales forces is not part of their mandate. This training looks at the management practices that can be put in place to ensure sales are motivated to secure profitable sales.

Recruiting Sales People

The process of recruiting sales people with the right skills and experience to match the role

Remuneration & Reward

Sales Meetings

Science of Sales Management *

In the past selling was seen as an art not a science. Now sales environments are more sophisticated, and companies that don t take a cognitive approach to managing sales will fall behind. If you are not applying a systematic, an accountable approach to sales and marketing management, then sales performance will compromised. This training looks specific practices that will deliver improvements in sales force efficiency and effectiveness.

Structuring a Sales Team*

Training 1 - The Role of the Trainer and the Learning Process

Training 2 - Methods of Training and Visual Aids

Training 3 - Preparation

Establishing and writing objectives. Building course content and developing course structure Building in questions, discussions and exercises to support the learning process

Training 4 - Delivery and Evaluation

How to understand the structure of groups, how to anticipate and overcome trainee problems and handle difficult trainees. Effective delivery of training sessions. Effectively measuring learning outcomes Short and long term measurement

Sales Operations Training

Cross-selling and up-selling

Designing the Sales Force

This course looks at how to structure your sales force to maximise your sales results. It covers various approaches to structuring sales resource. At route the workshop provides quantitative tools that will help identify whether you are resourcing effectively.

Designing the Sales Force

This course looks at how to structure and resource your sales team. It looks at tools that will allow you to anaylze if you have the right size force and whether it is allocated correctly to maximise results.

Developing an Operational Sales Plan

Full Circle Sales Process

Mapping out a sales pipeline

Sales Process Template

This templates provides an easy guide for individual sales people to map out their sales process. It covers, the 3 key stages of suspect, prospect and sales lead.

Targeting Lapsed Accounts

The importance of identifying and measuring accounts that have ceased trading. Why did they cease trading and how should you approach them?

Sales Skills Training Courses

Assertiveness

To succeed in selling we all need to be assertive - learn the tips and techniques to achieve this

Attitude and Mindset

Becoming a Great Sales Person

Buyer Motivation

Buying Decision Making Unit

For any sales person dealing with major or key accounts, this module enables you to understand who is involved in the buying decision, what their key influencers are and how you should structure your development plans. This should be taken in conjunction with the other modules within Key Account Management

Closing Skills

Cold Calling - making appointments

How to structure a cold call and build an effective script to make appointments for a sales visit

Commercial Awareness

Gives you an understanding of key commercial skills to be able to sell effectively - pricing, margins, cost of sales, cashflow, break-even points etc. The objective is to ensure that all of the sales team have the same level of knowledge as a minimum and speak the same commercial language.

Communication Skills

Creating a Key Account Plan

Following implementation of a Key Account Strategy, learn how to create an effective, useable working document to manage and develop key accounts

Creating Value - the buyers journey

Dealing with Difficult People

This workshop is an introduction in how to deal with difficult people to create positive outcomes. It contains the practical techniques you need to adopt to manage real-life situations.

Influencing Skills

Listening Skills

Making Presentations

Negotiation Skills - Basic

Negotiations - Advanced

This course looks at multiple-issue negotiation and how to create value for both parties by finding solutions that address shared and conflicting interests.

Objection Handling

Order, advance or continuation - what is successful selling

Organisation and Time Management Skills

Pipeline Creation

Proposal Writing Skills

This module looks at proposals, focusing on their purpose, and how to structure them to best effect. The difference between formal tenders and informal proposals is explored, a structure for informal proposals is provided, and some simple, practical rules for making proposals punchy, engaging and effective.

Prospecting

This training covers the basics of prospecting, looking at how you would create an effective focused list of prospects, and how you would determine the best way to reach them.

Qualifying a Sale - S.C.O.T.S.M.A.N

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Rapport Building

Sales Planning

Sales Planning and Preparation

Setting Effective Meeting Agendas

Solution Selling

Selling Solutions is a pragmatic approach for selling larger products and services. It helps transform the sales process into distinct steps which allows you to help position your products or services in relation to buyer needs; adds more value to the customer experience; achieves shorter sales cycles through better management of the buying process; and when the sale is completed forms a good bedrock for a long term relationship.

Telephone Based Selling

Telephone Skills - Basic

Trust Building

In this module, we look at why trust is such a valuable commodity in the sales process, and how its lack can damage the sales effort. We introduce simple steps to building trust with a new customer, and a handy tool to assess where you stand at present. We also assess what can happen when trust breaks down, and how to tackle the situation.

Trusted Advisor Status

Understanding Customers Needs

The key to selling - if a customer has a need you can provide the solution - you need to learn how to understand what those needs are

Sales Strategy Training Course

Channel Management

Commercial Leadership for Growth

Customer Experience Management*

What experience does your customer get when trading with you? Recognising all elements of the experience and how to manage it will deliver a greater customer retention.

Key Account Management - creating the strategy

Learn how identify your key accounts and how to develop a strategy to manage them effectively.

Key Account Management - Developing the relationship

This course helps you assess the type of relationship you currently have with your account base, and helps identify what you want them to be and the journey in getting there.

Lead Generation Strategy

Has your company got a strategy for lead generation? Ensure you understand the different types of and processes for lead generation and why you need to constantly seek improvement.

New Business Development Strategy

Do you have a strategy for developing new business? Understand the key areas for consideration when putting one together.

Profitable Sales - Product Break-even *

What is the true cost of selling your product/service and at what point is it profitable to do so? Learn how to find your true breakeven point

Sweet Spot Markets - identification of

Learn how to determine which markets are most profitable for you - looking at true cost of sale, barriers to entry, competition etc. The module will give you the tools to determine where to focus your resource to ensure the highest return.

Training Strategy for Sales

Value Pricing

Strategic Marketing Training

Activity & Portfolio Analysis

Change Management

Competitive Analysis

Creating New Market Space

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Environment Analysis

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Financial performance Analysis

Financial Performance Analysis makes up a critical part of the internal analysis of a business; after all what gets measured, gets done . This course is useful for any sales leader to follow whether they are intending to complete the rest of the courses in the Strategic Marketing series or not. The course outlines the basic performance metrics most commonly used by both internal stakeholders (i.e. management accountants, general managers) and external stakeholders (i.e. customers, investors, regulators) to evaluate the profitability and value of a company or business unit. It is not only important for senior management to measure the absolute performance of a business unit but for them to be able to benchmark performance with business units in the rest of the company and against competitors. .

Growth Strategies

Industry Analysis

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Introduction to Strategic Marketing

This course presents an overview of strategic marketing, in order to understand the activities that make up the strategic sales and marketing process. Following this series of courses is ideal preparation for any senior sales or marketing leader looking to change a business s direction. Having completed this introductory course, the participant will have a thorough understanding of what a strategy comprises of, why a company needs one, and how strategic marketing has evolved from being a once a year cost budgeting exercise to a dynamic management process. This course provides an overview of the Sales Development Zone s series of six Strategic Marketing courses which includes Industry and Competitive Analysis, Resource and Capability Analysis, Sources of Competitive Advantage, Growth Strategies, Change Management, and Continuous Renewal.

Leading Innovative Organisations

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Market Analysis

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Market Validation

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Net Promotor Score

The Net Promoter Score is a way of measuring how near your organisation is to delighting your customer It is a powerful tool that helps a company understand whether its product delivery and service levels meet customer expectations, whether their customers will continue to do business with them, how they fare versus the competition, and whether they are likely to pull away or fall behind. It will also highlight whether a customer is likely to recommend you to others. NPS is a powerful tool for for measuring Key Account Management.

Strategy Definition

Value Creation & Value Chain Analysis

Syscap

Syscap IPR

Test Document