PRINCIPLES OF COACHING –SETTING OBJECTIVES

• Coaching: The 4-stages process
• Setting and agreeing on objectives
• Monitoring and achieving goals
• Quality of Reports

PREPARING CONTACTS WITH CLIENTS

• Identifying prospective clients
• First approach (by telephone, Direct Mail)
• Scheduling meetings
• Time management
• Preparing the presentation
• Presentation techniques

CONTACT WITH CLIENTS

• Are you selling to the right person of the Customers Company?
• Critical points at the 1st meeting o Active listening o Active listening instead of prejudgement o Understanding body language o Attractive presentation of the product or service
• Diagnosis of needs
• Preparation and follow up of the offer
• Critical points of negotiation
• Managing confidentiality
• Critical points for quality communication
• Handling objections
• Maintaining and expanding cooperation (Cross – selling)

MANAGEMENT OF CLIENTS SPECIAL BEHAVIOURS

When customers:

• Are upset
• Are in a hurry
• Request special treatment
• Have negative experience from the company
• Offend the competition
• Ask questions you do not know the answer to
• Point out the competitors’ lower prices
• Suggest improvement of the product or service
• Attempt to misappropriate private information
• Threaten to press charges
• Ask for information that they may not have
• Are confused regarding their personal needs

CRITICAL SUBJECTS REGARDING SALES PRESERVATION AND GROWTH

• Collaboration with different Departments of the company
• Critical ‘inner’ skills of salesman
• How do salesmen contribute to brand building
• Customers become our salesman (partnership building)
• Increasing self-confidence
• Self-regulated salesmen
•  Increasing the perception of quality customer service
• Customer Lifetime Value
• Handling Complaints
• Successful salesman’s checklist