Client Engagement
Client engagement has traditionally been left to sales people and account managers but this is often just one point of customer contact. Roles such as Pre-sales, Service Delivery, Consultancy and Professional Services are often neglected when it comes to training in this area. Key skills are; understanding needs, meeting expectations, running effective meetings, being commercially aware and resolving issues. PeopleTrack Client Engagement programmes are designed to benefit those whose role is not primarily selling but who have the responsibility to manage and develop the client relationship. Call us on 0845 122 7117 or email to find out more.
Tele-Sales
Empathy Client Relationships
OVERVIEW
As competition gets fiercer across every business sector, the relationship with internal and external clients becomes more crucial. This programme is designed to benefit individuals with frequent people contact, from all areas of a company. Key areas covered are: understanding needs, meeting expectations, running effective meetings, being commercially aware and resolving issues. It is designed to benefit people whose role is not primarily selling but have the responsibility to manage and develop the client relationship.
It works by the individual understanding the emotional drivers and desires of his or her business contacts before employing the right relationship strategy.
The marketing process can be speeded up, assertiveness is developed and stronger long-term strategic relationships are built. This is especially important in the complex commercial situation where effective strategies are needed for both people and process.
OBJECTIVES:
For individuals to:
- understand the seven major emotional desires and how each needs to be dealt with,
- analyse themselves and discover how to adapt and be more effective
- read the unique combination of characters around them, inside and outside of the business
- adapt our approach to address this mixture of desires
- effectively handle group meetings: what structure and style is right for each personality type?
- anticipate which objections are likely to come from a particular individual
- reduce frustrations experienced with some personality types
- view a situation from the client's perspective
- anticipate which questions or objections are likely to come from each personality type
- uncover the hidden motivating desires of colleagues
Further Information is available at www.empathystyles.com
"Empathy has given us a common language and a structure for us to talk sensibly about that unpredictable subject - people. Our customers and staff are both very important to us and Empathy gives us the best approach for each individual even before we meet them. I'm delighted that we've done it - it's giving us a real advantage and we're also working together as a team because of it."
Managing Director, Graphic Inline
Tele-Sales
OBJECTIVES
As a result of this programme, Telesales and Telemarketing professionals will have a better understanding of their own abilities. They will also notice not only when they do things well but more importantly, when they can do things better. They will listen more attentively and use positive language to gain the best response possible from their prospect or client. By listening to what their prospects and customers are saying, they will learn how to better control conversations, close more deals or generate a greater number of quality leads.
APPROACH
Our coach will understand your objectives for the programme and your team's role before undertaking an analysis of their existing skills. This will include defining a system of measurable and quantifiable standards. We will then tailor the programme to ensure we exceed those objectives and have the maximum impact over the two days.
Sessions are usually held a week apart to allow for new techniques and skills to be applied back in the workplace and then reviewed at the next session. The programme retains a strong results focus whilst still remaining enjoyable for all. For example, participants will review not only their own sample calls but also be encouraged to give feedback to their colleagues on their performance in a positive way.
CONTENT
- Selling? - Defining our aims; identifying the principles of good selling
- Customer expectations - Putting ourselves in the customer's place
- Using your voice - Assessing our impact
- Do we really say that? - Use of language, using powerful words and phrases
- Structuring the call - Keeping in control
- Communication styles - What type of communicator are you?
- Opening the call - New business and follow up calls
- Establishing needs - Principles of good questioning, listening skills
- Presenting the product - Matching specific benefits, using emotive words
- Discussing price - Hints and tips
- Closing the sale - When and how to ask for the business or the meeting
- Handling objections - Why do they occur? Techniques for handling them
- Individual objectives - Putting new ideas and skills into action
