Sales-customer-experience Training | Ascendis Adria

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Constructive Negotiations

Whether you are negotiating a big contract or simply asking for a raise you need to have the specific skills which can give you the upper hand in the process while at the same time helping you maintain a positive working relationship with the other parties.

Our promise is that, at the end of this session, you will know:

almost everything about bidding strategies and the hidden meanings behind bids and offers;
when NOT to make the first offer and how to make the right offer when you do.

F

Focus on the Internal Client

Every employee in your organization has customers. That’s because every employee has co-workers, and co-workers are customers too - eventhough we sometimes forget to treat them like customers. Co-workers have questions that need to be answered or require assistance in order to get something done. Like customers they need to receive courtesy; a prompt response to their requests and full attention to their problems. They need customer service!

Our promise is that this session will help youlearn how to manage interaction with internal clients and generate mutual advantage solutions.

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Power Selling 1 (basic)

The sales approach in front of a client is seldom intended to fill the gap determined by the actual lack of product/service it is being pitched. In most of the cases, the client is already using something similar from the competition. The challenge for the salesperson is to instill the client with the intent and desire to change the current status. This intention and desire once stabilized, another challenge arises: implementing the change, and at the same time, focusing on benefits being sold and keeping promises.

Our promise is that, by the end of this session you will have learned how to:

Understand the big picture of the sales’ activity, from the salesperson’s perspective as well as from the client’s perspective.
Manage the essential steps of a valuable sale, perceived by the client, derived from his specific needs, but also from your own business’expectations and priorities.

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Power Selling 2 (advanced)

No matter the additional descriptor we attach to the term „sales” : be it complex solutions, value, consultative, the common denotation is that „you do something for someone”, not that „you do something with someone”. This is why the main perception is that the sales process is connected to a feeling of fear.
The client is afraid that he will be thrust upon something he does not really need or that his time will be wasted on irrelevant discussions.
The salesperson is afraid that he will be refused, that he will not meet his sales plan, that he will not be able to pay his bills. As a defense mechanism, the salesperson chooses arrogance: he explains how wonderful his product/service is, without questioning himself not even for a second “what does the potential client win from all this”?
At the same time, the client will choose buying techniques to fight the invasive sales techniques: he will send offer requests to n suppliers, he will demand that questions be addressed in writing and the answers to those will be plain and evasive.

Our promise is that, by the end of this session you will have learned how to:

Be aware of own actions’ impact on potential clients;
Acquire motivation, influencing and persuading techniques, various styles of practicing influence based on mutual trust;
Develop proactive attitudes when interacting with clients in order to attain sales objectives.

K

Key Account Management

As a salesperson, how can you differentiate when dealing with a big client, also approached by most of the suppliers with similar solutions to yours, but with lower prices than the ones you practice? During the sales process, how can you be certain that you are talking to the right person and that you are discussing the right things? How can you make the difference between things you can influence and those you have no power upon to change, but dealing with them you waste time, effort and money? The philosophy of success in key accounts is based on the formula:

Success = Relation (Opportunity) + Vision (Value) + Decision (Change)

Our promise is that, by the end of this session you will have learned how to:

Have a structured approach on accounts with complex decision groups, with integrated solutions that solve critical problems for the client’s business;
Implement a series of instruments meant to potentiate sales process progress regarding the two dimensions of the key account management: relation management and opportunity management.

C

Communication in Sales

Being a successful salesperson relies heavily on being able to build a trust relationship with your potential customers. And like any other human relationships, trust starts with the first step of communication. Becoming a good communicator means knowing how to balance between being an active listener and an effective speaker. This session is aimed at providing you with the essential skills that will make you a confident and powerful communicator and enable you to become a more successful salesperson.

Our promise is that, by the end of this session you will have learned how to:

Communicate with any person and any size group comfortably and confidently;
Adapt your communication style to buyer types (and their needs);
Uncover and address customer concerns through active listening techniques;
Create trust and build long term relationships with customers.

S

Sales Presentations

Oftentimes, in sales you only get one chance to impress and persuade a group of people and “win” them over as your customers. That is why developing the skills to ensure your sales presentations are clear, compelling and effective, can make the real difference. In this session you will learn how to elevate your presentation skills, and go from “good” to “great.”

Our promise is that, by the end of this session you will have learned how to:

Make your “pitch” effectively in just a few minutes;
Make your sales presentations memorable by using techniques to make the message “stick”;
Efficiently use emotion and persuasion in sales presentations;

Design and deliver strong sales presentations to reinforce your overall sales effort.

S

Sales management

Sales management is neither simple nor complicated. Sales Management is simply management of an organization’s personal selling function. Sales managers are involved in both the strategy (planning) and people (implementation). They must be able to deal effectively with their teams, with other departments of their organization and with clients.

There are four major areas in the sales management process:

Defining the strategic role of the sales function
Developing the salesforce
Directing the salesforce
Determining the salesforce effectiveness and performance

Our promise is that, by the end of this session, you will have learned how to manage the effective tools to help you to : Define, Develop, Direct and Determine your sales team.

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Retail sales

Sales depend on the salesperson’s, and not the client’s attitude. For the latter, shopping is a memorable experience, especially if they are not satisfied. How the customer feels leaving the store depends on the salesperson he meets, and salespeople development is a never-ending process. Each step must be followed professionally and trustingly, starting with the way they greet clients, ensuring them they are in the right place, and up until they identify their needs, provide them with solutions and make sure they will come back again.

Our promise is that, by the end of this session (designed on the main idea that you cannot teach anyone else anything – you can only help people discover themselves), you will have learned how to:

Refer to a common standard regarding sales methods and relating to clients in your stores;
Understand and apply the sales process golden rules;
Know to reinforce your team and contribute to common success.

A

Advanced negociation (The Negociator)

What makes a negotiation successful? Or why, sometimes, do we accept deals that contradict our interests? Understanding the structure, dynamic and psychological mechanisms behind the negotiation process generates the answer to these questions, which are explained and detailed by a complex simulation, called “The Negotiator”. By experimenting 4 levels of complexity and 24 negotiation processes, individual and team situations, the trainees assimilate a maximum of knowledge in a short time, applying them in practical situations. A trainer with at least 20 years’ experience in negotiation will teach you how to be the one who is in control of the game.

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Multilateral Negociation (Interstelar 3020)

The globalization era brings about an exponential increase of the complexity of relationships and interests systems. Multipolarity becomes the dominant paradigm, negotiations also acquiring paramount importance. Interests and actors multiply, agendas become extremely complex, making the entire multilateral negotiation process highly difficult and frustrating. The Interstellar: 3020 simulation is a negotiation between the representatives of four great powers: thee of them are the representatives of the winning powers in an intergalactic war while one is the representative of the defeated power. The program can be easily adapted to the participants’ needs, as it allows focusing on negotiations inside the organization to improve communication and strengthen inter and intra-department cooperation or can be centered on the participants’ individual development, namely the increase of the abilities in the field of multilateral negotiations. Complexity and adaptability are the key attributes of this training which will allow you to cope with the challenges of the new information era at another level.

C

Customer experience (5stars)

Clients are the most “patrimonial asset” of a company, winning them over and making them loyal being the main priority for any company. Considering that business relationships are, first of all, interhuman relationships, the orientation towards solving the clients’ problems is the solution to a lucrative activity. That is why knowing the key elements in building a quality customer service is essential. The program uses the 5 STARSTM simulation, designed for training people who come into direct contact with the clients. The first part of the simulation focuses on the underlying principles of a customer care department. The second part aims and acquiring the competences in a competitive format, under the form of a simulation. By means of 5 STARSTM, the trainees will develop their abilities of active and emphatic listening, customer interaction management, of understanding their needs and of developing loyalty for a product.

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Territory Management

The first step in defending or conquering a new territory is its understanding in detail. And, because the current business environment is governed by the principles of the “art of war”, this program provides your company with the defense and attack tools. Adaptable to the specific needs of any sales team, this program builds the overall picture while identifying the difficulties and opportunities of the assigned area. Techniques for the improvement of the relationship with the current clients, but also techniques to win over new ones are made available to your team. Maximize your resources, outwit your competition.

D

Digital Marketing Academy

We live in a 3.0 era, where we interact constantly with digital communication media and, willy-nilly, send marketing messages using these channels. The use of digital marketing in business has become a must in these times when marketing talks to us about following up on the consumer and the consumers are online or mobile most of their time. The future of marketing is definitely in the digital environment and online social communication is a subject that needs to be treated carefully and thoroughly to bring high benefits to the organization The course will detail the tools used in the digital marketing and the stages of an efficient digital strategy, from the brief to the actual creation, its implementation and follow-up on the performance indicators, as well as the way to carry out Content Engagement, Community Engagement and Performance Marketing.

C

Challenge the C Level

This program is based on the idea that the best theory in sales is practice. The participants will test their selling skills in a real meeting with active executive managers. They will learn straight from the source what a CEO’s expectations from a salesman are. Prior to that, the trainer and the trainees will try to define together how the world of sales has changed in the last years and what a successful seller does.

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Retail Sales Performance

Retailers use various publicity and communication tools to increase the degree of awareness of future customers on their products and services. The purpose is to increase both the shopping bag and the consumers’ loyalty. Thus, finding the right marketing mix can lead to an increase of profitability and a higher turnover of investment. The content and presentation of this workshop ensure an easy to understand perspective for all decision-taking levels, approaching the most important subjects of retail marketing, without neglecting the traditional ones (the 4Ps and 4Cs). The session addresses, simply and eloquently, the problem of the retail focus areas and of approaching customers depending on the typology, based on the identification of their needs and the participants are actively involved in the identification of the right sales/marketing mix.

C

Challenger Sales

To stand out in front of our competitors we need to come forth with a different and relevant value proposition to the client. Clients want more added value and sellers should be firmer, more direct and oriented to the profound, often unexpressed needs of the clients. In short, sellers should turn from a problem solver into a problem revealer. The „Challenger Sales” training aims at developing techniques to counteract objections, efficient selling techniques, abilities to influence the purchasing decision and of efficient probing of the client’s needs. The participants will be led, step by step, to an understanding of the sale process and of the required action, will get familiarized with the correct assessment of the client’s needs to be able to suggest a winning solution and, of course, will enrich their arsenal of necessary competences to close more sales.