Course Introduction:
The Sales, Marketing, customer care Skills Training program is designed for individuals who want to gain a thorough understanding of the principles and practice of marketing and sales.
Course Objectives:
The specific objectives of this unique experience are to help you:
· Ideally suited for sales and business development executives, this course offers a superb grounding in the practice of these two disciplines.
Sales, Marketing, customer care are important skills which allow you to engage with all types of people and buyers.
· Marketing provides you with the skills to increase brand awareness, develop your target market, as well as create the necessary leads and enquiries through targeted marketing campaigns.
· The key to success in any business is sales and during the course there is a strong focus on developing your sales skills, so that you can apply what you learn to your current position.
· Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
· Build a customer focused culture
Who Should Attend?
Experienced Marketing, sales, and customer care professionals interested in further increasing their marketing and sales skill levels.
Course Outline:
Section 1: Marketing
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Introduction to Marketing
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Marketing environment
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Macro and Micro Environment
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Consumer buyer behavior
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Market research process
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The Marketing mix,
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Market Segmentation, Targeting Consumers
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Positioning Products & Brands
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Market segmentation, targeting and positioning
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Developing a marketing plan
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Product & Services Branding
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Consumer-Brand relationship
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Brand equity and value
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Pricing decisions
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Developing and implementing marketing programs
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Internet: Managing & Marketing web-sites
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Cyber Marketing
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Direct Marketing, Sales Promotion, Customer Service
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Marketing Distribution and channel decisions
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International Marketing
Section 2: Sales
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Managing a sales territory
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Identifying and targeting new business
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Personal selling, Identifying and targeting new business
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Exploiting new areas of opportunity
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Defining call objectives, Time/territory management & Journey Planning
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Planning and prioritize meetings
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Sales Milestones, Identify various milestones that lead to your objective
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Sales Situations & Selling Styles
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Sales Strategies, Self-Analysis
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Sales Preparation & Research
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Information Gathering - Questioning Techniques
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Sales presentation skills and stages in the sales process
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Structured Sales Model
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Sales People with the wrong approach
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Getting Attention & Opening the call
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Prospecting and Business development
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Sales presentation skills and stages in the sales process
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Opening the Call, Investigating customer needs – asking the right questions
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Use effective questioning and listening techniques to uncover customer needs
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Analyzing your Offer, How to answering customer objections
Section 3: Customer Care
The business case for customer service excellence
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Why excellence in customer service is a hot business boardroom issue
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Understanding what your customers expect
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Benchmarking for competitive success
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Meeting and exceeding changing customer expectations
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Assessing your organizational culture for customer service focus
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Core foundations for building a customer centric culture
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Overcoming obstacles to customer service excellence
Improving customer service standards
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Showing your customers you are serious about providing customer service excellence
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Resolving customer service challenges positively
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The six hats problem solving approach
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Shifting perceptual positions
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Resolving complaints, disputes and conflict
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Role modeling top performers in customer service.
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Moving closer to the customer - rapport skills to build better relationships
Course Methodology:
A variety of methodologies will be used during the course that includes:
· (30%) Based on Case Studies
· (30%) Techniques
· (30%) Role Play
· (10%) Concepts
· Pre-test and Post-test
· Variety of Learning Methods
· Lectures
· Case Studies and Self Questionaires
· Group Work
· Discussion
· Presentation
Course Fees:
This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.
Course Timings:
Daily Course Timings:
08:00 - 08:20 Morning Coffee / Tea
08:20 - 10:00 First Session
10:00 - 10:20 Coffee / Tea / Snacks
10:20 - 12:20 Second Session
12:20 - 13:30 Lunch Break & Prayer Break
13:30 - 15:00 Last Session