Day 1 (AM) Managing and understanding yourself

• Administration of a Myers Briggs Type Indicator (MBTI) psychometric profiling tool to identify behavioural preferences (energy, process of information, decision-making and approach to deadlines) to help them understand themselves better, their contribution to the management team / organisation; seeing the world from others’ perspective; how to manage people of different behavior preferences; and how their behaviour may affect others
• Understand your stressors and techniques to improve resilience and deal with setbacks. (PM) Team working and collaboration
• Managing people through periods of change (confusion, denial, anger, negotiating, depression, testing and acceptance) and how to implement change effectively
• Team building exercise to practice new leadership skills learned
• Development and presentation of team organogram to help discuss what is working well, challenges and how to encourage collaboration between departments
• Discussion of characteristics of a leader and how to ‘role model’ the right behaviours
• Identify preferred leadership style and when and how to adopt a range of leaderships styles (telling, selling, participating and delegating) to get the best out of people and leadership situations

Day 2 (AM) Sales call – Phase 1 Getting Information
• Making introductions and scoping the purpose of the meeting
• Building rapport to put clients at ease and develop working relationships
• Avoiding sellers traps and why we need to ask questions (probe – listen – probe some more)
• Asking questions to uncover ‘background’, ‘pains’ and ‘dreams’. Helping customers to understand the extent of the problem; impact on processes, other departments, processes, plans and budgets
• Questioning skills – Practical exercises of building a portfolio of great questions to ask, role play and demonstrations of how different types of questions can be used to progress the sales process. • Active Listening and note taking (PM) Sales call – Phase 2 Giving Information
• Convert features into benefits and close more sales
• Presenting your offer persuasively using benefit statements aligned to customer needs
• Develop a process to create unique benefit statements to motivate customers to buy
• Understand customer types and when and how to adapt working style to get the best out of different people and sales situations

Day 3 (AM) Sales call – Phase 3 Getting commitment
• Understanding the decision-making process – who is involved, timescales, procurement process, evaluation criteria
• Competitor Analysis and planning for potential strengths, weaknesses, opportunities & threats
• Resolving concerns and uncertainties
• Understanding the different types of objections and how to pivot to your advantage
• Closing the sale and techniques
• Sales Funnel and improving conversion rates (PM) Account networking and navigation
• Talking to the right people, about the right things and at the right time
• How to widen the contact base within an organisation and not become “stuck” within the boundaries of the immediate contact.
• Delivering excellent customer service to encourage referrals and repeat business
• What activities can we undertake to maintain customer relationships
• Developing a contact schedule to keep in touch with our Customer Portfolio

Day 4 (AM) Develop and manage a customer centred culture
• Key questions for us to think about our Customers
• What is customer service and why is customer satisfaction and retention is important
• What do customers want and need; and how can you meet and exceed their expectations
• Mapping the customer journey and identify ‘touch points’
• Customer Management – What activities can we undertake to maintain customer relationships and how to develop a contact schedule to keep in touch (PM) Managing key tasks and running the business
• Setting SMART goals and actions for the Management and wider team
• Techniques for managing and controlling your workday (Time Thieves, Time Logs, Planning, Prioritising, Consolidating tasks, Multi-tasking and Procrastination)
• Benefits and how to delegate (who to, what, when and how)
• Identify a range of problem solving and decision-making techniques
• Team building exercise to practice new time management and evaluation skills learned