Commercial

Nothing starts in business until somebody sells something – but how to innovate when training your customer-facing staff? Outcome Selling does away with the old processes and challenges your people to think outcomes. By aligning skills to goals and results you’ll get better buy-in from staff and more buying from customers.

• • • • • • • • • Learn the successful thinking strategies behind Outcome Selling
                • Develop the skills required to achieve the four in-call business goals
                • Establish amazing rapport even with challenging customers
                • Develop critical questioning skills for in-depth understanding
                • Don’t just ‘close the deal’ – gain true customer commitment instead
                • Find success face-to-face, on the phone and even in meetings

If there is flexibility then negotiate, if not you influence. This vital programme defines the difference between Negotiating and Influencing and when to use each approach. Critically it challenges sales people to stop giving away cash – long term business relationships must be profitable. The only result worse than losing a contract is winning at the wrong price. 

• • • • • • • • • Know when to negotiate, when to influence
                • Why give away profits, what’s the worst that can happen
                • The 5 S’s of negotiating long term, successful relationships
                • Influencing when there is no room to negotiate
                • Getting to know the real reason your customer is negotiating
                • When to walk away from the deal…but leave the door ajar

Delivering a credentials presentation or pitching for a contract can be one of the most stressful things that people in business have to do. Reputations, credibility, sales and business success are all at stake and the consequences of unsuccessful pitches can be significant.

Rarely do products, services and even prices truly differentiate between competing companies. But your confidence, enthusiasm and rapport can go a large way to cementing success. This can be a challenge face-to-face but even more so in the increasingly virtual world of Pitching by Zoom.

This programme analyses and then transforms both the content and delivery of your pitch presentations. And can be trained either proactively to individuals or in response to a looming deadline for your whole pitch team.

Outcomes
By the end of the programme, participants will be able to:

• • Plan for pitches in a way that maximises success
  • Assign roles and links to colleagues when presenting
  • Enhance impact in personal presentation style
  • Deliver key messages in a meaningful and compelling way
  • Build competitive advantage for the company
  • Maximise confidence before, during and after the pitch
  • Understand some of the core principles in dealing with procurement

Get in touch to discuss your pitching needs and in the meantime, have a read of our recent blogpost, 3 Mistakes To Avoid When Pitching For Business.

Even the best sales people struggle in the complex world of Key Account Management; overlooking stakeholders, failing to plan for the long game and challenged by the need to work as a team. This programme dovetails with Outcome Selling to transform thinking and skills.

• • • • • • • • • Analyse your client sector, the movers and the shakers
                • Plan your targets, resources and activities
                • Implement plans with skill and versatility
                • Flex your approach to different customer roles and seniority
                • Keep agile as your customers and plans develop

Within any business all client-facing roles play a critical role in customer relations and ensuring they deliver innovative projects that both challenge and exceed client expectations.

In customer facing roles we tend to take everything the client says at face value; lacking the confidence to challenge and question further to deeper understand their needs. This can inevitably lead to project creep and client expectations not being met when it comes to outcomes and budgets.

Without the confidence, skills and knowledge to ask probing questions and to challenge assumptions, clients may find more creative and innovative solutions elsewhere and ultimately the business suffers.

Outcomes

• • • • • • • • • • • Understand how managing accounts is changing over time
                    • Use the Depth Finder tool to inform creative and critical thinking
                    • Be able to read clients to build and maintain rapport during conversations
                    • Know how to create time with busy clients
                    • Know how to handle challenging clients and project creep

Customer Service is everyone’s responsibility in a business. It is often a key differentiator in winning new business and is critical in maintaining customer satisfaction. But the service levels that were satisfactory yesterday are unlikely to be acceptable today or tomorrow.

This means that all those in customer-facing roles need to understand the importance of building relationships, with the communication skills necessary to deliver customer service excellence. And building the resilience of your staff so that they can manage the stress incurred when effectively handling difficult customer situations.

Outcomes
By the end of the programme, participants will be able to:

• • Build and develop customer relationships
  • Flex their style to match their customers
  • Elicit customer needs through effective questioning
  • Actively listen to customers’ real needs
  • Understand the value of under promising and over delivering
  • Effectively handle challenging conversations
  • Say ’No’ productively and constructively