Sales Excellence

Account Management

Each account represents a customer. So, what is the difference between account management and selling? This difference is mainly determined by the type of customer. The term ‘account’ frequently refers to groups of customers (chains) and large, national or international companies with offices implementing decisions that have been made centrally.

There is usually a large number of people involved in the process: buyers, users, production managers, members of the Board of Directors and other internal and external influencers. Obviously, it is not easy to provide buying support to such a large decision making team. Only by using a systematic and strategic approach underpinned by intense personal commitment will you have any real chance of success. This training course will give you fresh ideas, broaden your skills and give you a head start over your competitors.

TARGET GROUP

Account managers and industrial sales personnel who are responsible for maintaining or acquiring (inter)national customers or groups of customers.

APPROACH

The training course consists of continuous sequences of explanation, interaction, and practical exercises. You will receive the video recordings of your own performance at the end of the training.

TOPICS

• Why is account management different from selling?
  
• Who is an account management plan prepared for?
  
• Working with a 5x4 account management plan
  
• Presenting an account management plan internally and externally
  
• Applying the SWOT analysis into practical situations
  
• Duties, authority and responsibilities you should have as an account manager
  
• Working with indicators while taking stock
  
• Successfully negotiating yearly contracts
  
• Dealing with complaints as an account manager
  
• How can an account manager best divide his time?
  
• Engaging the right people internally
  
• What indicators are important for each account's budget?

TRAINING OBJECTIVES

After this intensive training course, you will be able to:

• Prepare and implement an account management plan
  
• Adapt your rational method of working to the non-rational decision making processes of your account
  
• Lead internal and external account discussions

DURATION

Two separate stages of two days during the intervening period, you will be working on the preparation of a 5x4 account management plan for an existing account.

DOOR TO THE FUTURE

Follow up Training: Networking, focusing on broadening your net-work and successfully working with your contacts in different situations.

Customer Care Coach

Call Centres are appearing like mushrooms coming out of the ground. No organization can do without one any more. Rapid communication, elimination of distance, adding value as an organisation are all important reasons for choosing a Call Centre structure.

With, as the final goal: to increasing the customers' satisfaction with the organization and the supplied products and/or services as well as to generating turnover by answering customers who call on the telephone (inbound) or actively calling out (outbound). As a coach or the one who gives leadership, it is not only necessary to be a 'wizard' at inbound and outbound call handling in order to guide a team. In practice it very often appears that the top person in calling becomes the Call Centre Coach. Of corse there is nothing wrong with that. But other competencies are expected from the new coach: at any rate for his or her role as coach.

The primary task of the coach is to steer the team, to stimulate enthusiasm, to lead and to coach. But also to compliment the agents (the Call Centre staff) and to confront them. As well as sharp observing skills and a passion for the work, the Call Centre Coach must possess the skills to carry out his or her tasks and role in a professional way.

TARGET GROUP

The training is aimed at coaches/leaders of a team within the Call Centre.

APPROACH

During this two-day training various forms of working methods are interspersed with each other: explanation by the trainer, exercises, collaborative projects, practical exercises in front of the camera and working on one's own action plan with personal tips and points for attention.

TOPICS

• Working from the basis of your vision: where do you want to be your team in the long term?
  
• What are your aims?
  
• What are the criteria for a TOP Call Centre Coach
  
• What state is your SWOT analysis in? What are your learning targets? And what do you want to be coached on in your turn?
  
• How do you recognize your team members' behaviour? And how can you make use of this to the maximum?
  
• Establishing a customer's needs by means of active listening and questioning
  
• As a coach how do you come across to other people?
  
• Carrying out the coaching conversations
  
• How do you present your ideas and (improvement) plans?
  
• How do you create a good working basis in your team?
  
• On the job coaching

TRAINING OBJECTIVES

• How to gain insight into one's own behaviour and the behaviour of one's colleagues
  
• Develop knowledge and experience must be developed in the area of coaching the agents
  
• Carrying out effective and efficient discussions
  
• Stimulating the enthusiasm for customer oriented and commercial communication
  
• How to gain insight is given into colleagues rational and emotional motives and how to deal with them
  
• Acquiring information about developments and changes and creating a basis
  
• How to involve the agents in the determining and carrying out of improvement actions and realising both individual and group targets (quantitative or qualitative)

DURATION

Two consecutive days.

DOOR TO THE FUTURE

Follow up Training: Various training courses from your personal DOOR development program.

Brainstorming In Teams

Are you achieving the marketing results you and your company need to succeed today? How creative are your managers? Can they think of different ways of approaching a problem? Do they come up with new ideas when faced with the need to change? How much time do you waste dealing with problems to do with poor verbal and/or written communication?

Your managers will leave this training ready to use the technique of "brainstorming" with their teams. Brainstorming is a tried and tested method for generating new ideas and for looking at problem-solving in new ways. The effect of new ideas and ways of dealing with problems will impact on your business resulting in cost savings and increased productivity. "Brainstorming in Teams" will help your managers develop creative thinking techniques to generate new business ideas.

TARGET GROUP

"Brainstorming in Teams" is an integral part of DOOR Training's Supervision and Management Curriculum. It is targeted at management participants who will be required to use creative thinking within their teams. Managers who need to be introduced to basic techniques of creativity and who are facing situations where such techniques would be of benefit to the business.

APPROACH

Like all DOOR Trainings, "Brainstorming in Teams" is competency-based, reflecting current thinking on the essential management skills and knowledge required globally. The training is modular and designed for ready adaptation to the specific needs of your Customers and territory.

TOPICS

• Participants will be able to identify ways in which creativity is relevant within business
  
• They look at the features and skills of creativity: "fluency", "flexibility", "originality" and "elaboration" and put them into practice
  
• Barriers to creativity are explored within the context of creating the right kind of climate within creativity that will flourish
  
• Participants will learn techniques of brain-storming
  
• Participants are introduced to the concept of brainstorming and the stages involved in running a brainstorming session
  
• They practice "classic" brainstorming, then use "grouping" techniques to identify themes and patterns among the thoughts they have generated
  
• Participants learn the technique of mind mapping as a way of generating new ideas

TRAINING OBJECTIVES

Achieve these important competencies:

• Give reasons why creativity is important within business.
  
• List common barriers to creativity.
  
• Apply the technique of brainstorming in three different ways.
  
• Identify patterns and common themes among ideas generated.
  
• Use the technique of mind mapping to generate new ideas.

DURATION

This is one-half day to one day training with optional scheduling.

DOOR TO THE FUTURE

Follow up Training: Various training courses from your personal DOOR development program.

Achieving Results Through People

Do you know how to align employees and tasks to required outputs to achieve maximum business results? Do you provide communication, on-the-job training, feedback and positive recognition so that your employees become a competent work unit, possessing critical thinking skills?

DOOR Training's "Achieving Results Through People" Program is one in a series of foundation Programs. This training enables your managers to achieve improved business results and learn to follow the Work Unit Alignment Process. This process identifies the required results for a work unit; identifies the required tasks to achieve business results and aligns tasks to the appropriate work unit position. It also establishes performance criteria for the position and allows managers to match employees to positions by evaluating their skills, abilities and current performance.

TARGET GROUP

This training is for employees who need to learn how to achieve results through people. This includes teamleaders, crewchiefs , new managers , middle managers and senior managers.

APPROACH

This course is a high energy, action-learning training, and designed to present training on one specific management concept or skill set. In two days, participants will learn why the concept or skill set is relevant to their jobs, take part in action learning activities that increase their confidence to use the concept or skill back on the job and identify what they need to keep doing, stop doing and start doing to transfer the learning back to their work units.

TOPICS

• Participants learn to use four key management skills: communication, feedback, on-the-job training and recognition. Applying these key management skills helps managers to create a competent work unit, possessing strong critical thinking skills
  
• Apply the Work Unit Alignment Model to increase the productivity of your employees and work units.
  
• Participants also learn ways to become more effective and self-managing and focus on aligning time, priorities and communication styles to increase personal and employee productivity
  
• A take-away tool kit is provided so participants can immediately apply what they learned in this Program back on the job

TRAINING OBJECTIVES

After this intensive training course, you will be able to:

• Align the results and tasks of your work unit with jobs and performance standards
  
• Match your employees to the right job
  
• Recognize the management actions that will enable your work unit to remain in alignment
  
• Learn how to effectively communicate daily with your employees
  
• Learn how to use feedback on performance to affect the productivity of your employees
  
• Use a clear and concise method of training your employees with the assurance that they are trained
  
• Learn a practical process for diagnosing and then implementing solutions to people-related problems

DURATION

This is a two - day training with optional scheduling designed to meet your needs.

DOOR TO THE FUTURE

Follow up Training: To build on your existing management skills, attend the next Program in DOOR Training's Business Results Series, IMPROVING RESULTS, Setting the Direction and find out!