A legtöbb cég érzi a recesszió negatív hatásait. Azt már most tudomásul kell venni, hogy ez a válság még legalább egy évig, de valószínűleg sokkal tovább tart.

Az elkövetkező hónapokban a vállalkozásoknak komoly harcot kell folytatniuk a túlélésért, vagy a növekedésért.

Ezt a tréninget komoly ugródeszkaként lehet használni a növekedés céljára a recesszió idején. A válság komoly lehetőséget tartogat az Ön cége számára, ha fel van rá készülve. Tehát készüljön fel a komoly harcra a sikerért! A legfontosabb, hogy használja a teljes arzenált, mellyel ez a program fegyverzi fel önt a eredmény érdekében.

Mi a DOOR-nál elhivatottak vagyunk az Ön támogatásában, hogy a legtöbbet hozza ki azokból a lehetőségekből, amelyek felmerülnek. Készen állunk arra, hogy partnerek legyünk az Ön fejlődésében. Szóval mit tehet?  Az egyetlen válasz: Alkalmazkodás és növekedés!

Eladni recesszió idején is, a DOOR International vadonatúj szemináriuma, mely garantáltan segíti a jelenlegi gazdasági helyzethez való alkalmazkodásban.

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A razor-sharp X-ray picture of your people, your management, your market, your sales organisation, as a starting point for an implementation plan that will lead to a dramatic improvement in sales performance.

E-INTAKE AND DIAGNOSIS

SET THE RIGHT PRIORITIES:

Your Sales Strategy is the starting point for an E-Intake and Diagnosis to get a clear picture of your current situation. DOOR starts by applying one or more effective performance scans, which depends on your objectives or on the problems/challenges you are facing. DOOR offers internet or intranet-based measurement to identify the measurable improvement potential of your organisation, people, sales processes, sales organisation and sales management. The outcome of this measurement can lead you to reconsider your strategic choices or help you to set the right priorities for implementation and execution.

SALES EXCELLENCE SCAN:

Measures internally how your organisation scores in relation to the 17 critical factors, in order to build a world-class sales organisation.

SALES PROCESSES SCAN:

Measures internally the actual sales process indicators in your organisation: activity and results, time management, sales channels and conversion rates.

MARKET PERFORMANCE SCAN:

Measures externally customer loyalty, satisfaction, and perception of your company’s performance versus the competition.

SALES COMPETENCE SCAN:

Measures the competencies of effective sales professionals during the short, mid and long-term sales cycles.

SALES LEADERSHIP SCAN:

Measures internally individual competencies, leadership styles and coaching skills of your sales managers.

SALES CHANNEL MONITOR SCAN:

Measures externally your position amongst resellers in your sales channel with respect to third parties.

SWOT AND DRIVERS OF CHANGE SCAN:

Measures internally the criteria to start a strategic planning process according to the middle and top management’s perception.

EMPLOYEE SCAN:

Measures internally the perception and satisfaction of employees.

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The telephone can act as a critical sales tool for increasing sales among existing customers and for effectively selling to prospects. It serves as a solution for your tight schedule, which is stretched even more by traveling times and inevitable traffic jams. Good selling is also the painstaking adaptation of the cost/benefit analysis to every medium. Ensure that you are well prepared. Selling over the phone is more than just making a quick call. It is also different from other telemarketing activities. During this training course you will discover how to convince the other party to make an appointment or place an (additional) order without the added benefit of non-verbal communication. How do you “close that deal?” You will also learn to use the TEN CC principles to expand your customer base in a systematic manner.

TARGET GROUP

Both internal and external sales representatives with more than three months (tele)sales experience.

APPROACH

The training course consists of a continuous sequence of discussions, interactions and practical exercises. You will receive the video recordings of your own performance at the end of the course. An important part of this training course is making live calls, contacting real prospects and customers.

TOPICS

• What names and addresses are available to you?
• How do you turn addresses into suspects?
• How do you grow suspects into prospects, and then into customers?
• In which way can the TEN CC be your starting point?
• How do you make appointments with prospects?
• What ‘hook’ can you hang your conversations on?
• How do you generate interest over the telephone?
• How do you overcome the initial resistance?
• How can you sell more in two steps?
• How do you put your argument in a customer-oriented way?
• How do you present your price in an appealing way?
• How do you react to purchasing signals?
• How do you say goodbye in a positive way?
• What follow-up takes care of more sales results?

TRAINING OBJECTIVES

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

• Work with a telephone script
• Successfully complete a two-tier telesales call
• Overcome at least ten objections over the telephone
• Successfully perform all telephone-related TEN CC steps

DURATION

Two consecutive days.

DOOR TO THE FUTURE

Follow up Training:

• Various training courses from your personal DOOR development programme.

Telesales

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The Call Centre is the organised telephone hub where most inbound and outbound calls are made by different teams. It is the stage on which the outbound agent performs his or her daily work. Often, the outbound agents work with targets or a bonus system, sometimes as an individual and/or sometimes as an outbound team.

Agents who make outbound telephone calls in a Call Centre are armed with their headsets and their telephone call list, or the screens on their computers. They are active the whole day calling customers (for example to sell more to existing customers) or calling companies and organisations that are not yet considered as customers in order to make commercial contact. In both situations this really is TOP Sport. In every call, every contact, the outbound agent must attack and go for results.

TARGET GROUP

All agents who (are going to) work in the outbound department of a Call Centre.

APPROACH

During the training, the participants will work with the telephone script for making appointments with the customer or prospect. The participants will learn from best practice tips and experiences through practical exercises. The exercise sessions will be recorded on sound cassettes and/or videotapes.

TOPICS

• Making appointments over the telephone script
• Selling via the telephone: conversation structure
• The 1-minute presentation
• Greeting, introducing oneself, and the “hook” (reason for calling)
• Qualifying the customer and the customer’s requirements
• How to overcome the initial resistance
• Presentation: Interest generators and the way of addressing the customer (the you-approach)
• Presentation: The perfect presentation
• Presentation: Talking in an understandable language
• Presentation: Overcoming objections
• Presentation: How to recognise buying signals and how to make use of them
• Ending the conversation
• Follow-up: Sales Information System

TRAINING OBJECTIVES

At the end of this training the agent will be able to:

• Conduct calls with greater self-confidence
• Approach existing and prospective customers more actively
• Conduct structured result-oriented calls
• Overcome objections successfully
• Make appointments over the phone

DURATION

Two consecutive days

DOOR TO THE FUTURE

Follow up Training:

• Various training courses from your personal DOOR development programme.

CallCenter_Outbound

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In order to function successfully within a Call Centre it is important that callers are assisted in a pleasant and effective manner and, where possible, are prompted to (maximum) action. Communicating with insight and customer service skills using a clear conversational structure with callers, will not only prevent mistakes, but will also get the best result from the call-for the caller, as well as for your company or organisation.

What exactly is a Call Centre? A Call Centre is an image of a big hall in which dozens of agents with headsets sit, springs to mind. The agent, provided with all sorts of modern automated equipment, continuously carries on conversations with callers and people being called. Large screens are located in the background on which the number of waiting calls is listed. This image is, of course, the true picture. In addition, in the case where people have been “freed up” in an organisation to actively phone customers, for example, they have their phone lines open the whole day for callers, these people jointly, could also be referred to as a Call Centre. It is true that in the latter case, no use is made of particularly advanced switchboards, automatic calling systems, or customer information within reach on-line, but the result has to be the same – a satisfied caller, and the maximum output from these calls.

The Call Centre will certainly retain its current place as a selling or information conduit, and is likely to gain even more popularity in the future.

TARGET GROUP

Call Centre personnel who deal with incoming calls.

APPROACH

The participants learn from practical exercises, mostly with the aid of telephone equipment. By carrying out the activities, watching, listening, carrying out the activities again, and then discussing the practical situations, they can make the theory and the skills their own in a very short time. The practical exercises and phone calls are recorded on cassettes and/or videotapes.

TOPICS

• What do callers expect from your organisation? And from you?
• How do you prepare yourself for a Telephone conversation?
• What is a customer-oriented greeting like?
• How can I take over the initiative from the client?
• Determining the caller’s requirements. What types of questions can I best ask?
• How do I win the trust of the client?
• What are the important motives for the client to make a purchase?
• How do I translate my product into the client’s requirements?
• How do I present the price?
• How do I present a negative message?
• How do I deal with complaints?
• How do I end the telephone conversation in a way that leads to results?
• How can I best carry out a follow-up?

TRAINING OBJECTIVES

After this training the agent will be able to:

• Bring structure to the incoming calls
• Receive and forward information quickly and efficiently
• Present products, services and/or information in a pleasing manner
• End calls proactively and in a result-oriented manner

DURATION:

One-Day Training.

DOOR TO THE FUTURE

• Follow up Training:
• Call Centre Outbound
• Call Centre Coach
• Call Centre Helpdesk
• Dealing with Complaints

CallCenter_Inbound

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Companies and organisations are more and more conscious that offering good quality products or services is not enough to gain and keep satisfied customers. The service, support, and after sales that are offered are playing a more important role in this. Especially at the moment that the customers are faced with questions or problems related to the product or service they have purchased and want to be helped quickly and adequately. The telephone helpdesk or service desk offers a large number of possibilities in this area. Helpdesk staff form a contact point for both internal and external customers.

As a helpdesk agent, you are the contact for all internal and external customers. But giving the right answer to questions from customers or users is not sufficient.  It is equally important to analyse customers’ questions quickly and accurately, to respond appropriately to the customer’s attitude and reactions, and to provide an answer or a solution in a manner that is tailored to the individual’s needs. You will frequently be required to deal with a range of different personal emotions: bad tempered, irritated, uncertain, hasty but on occasion also interested and sympathetic. Helpdesk agents must be able to respond to all of these different types of reaction. After your training, you will be able to adapt your response to the client, to their problems and to their specific situation. It is exactly this added value, combined with the much-needed skills, that is all-important to you and to your customer’s perception and satisfaction

TARGET GROUP

Helpdesk agents, usually in a Call Centre environment.

APPROACH

During this two-day training (with an interval) various different working methods are used: explanation by the trainer, exchange of experience, written exercises, joint projects, discussion, role plays in front of the camera (Phone Coach) and in small groups, and finally the participants work on their own action plans with personal tips and points for attention.

TOPICS

• What do customers expect from you as a helpdesk agent?
• Standards for customer-oriented telephone conversations at the helpdesk
• Structure of the conversation
• Techniques for asking questions, active listening and asking further questions
• Presenting your answer/the solution using plain language
• Communication: Treating the caller as a human being
• Dealing with difficult situations
• Complaints are opportunities
• Personal action plan

TRAINING OBJECTIVES

After this training you will be:

• Customer-oriented
• Pro-active in your dealings with customers and users

DURATION

Two consecutive days.

DOOR TO THE FUTURE

• Follow up Training
• Call Centre Inbound
• Call Centre Outbound
• Handling Complaints
• Call Centre Coach
• Telesales

CallCenter_Helpdesk

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Call Centres are appearing like mushrooms coming out of the ground. No organisation can do without one anymore. An important reason why every organisation needs a Call Centre Station is that a Call Centre Station can produce rapid communication and eliminate distance, adding value to the organisation. The ultimate goal of a Call Centre Station is to increase the customers’ satisfaction with the organisation and on the supplied products and/or services as well as to generate turnover by answering customers who call on the telephone (inbound) or actively calling out (outbound).

As a coach or the one who provides leadership, it is not enough 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 course there is nothing wrong with that, but other competencies are required from a new coach or anyone in the role as coach for success .

The primary task of the coach is to steer the team, to stimulate enthusiasm, to lead and to coach. A secondary but critical task is to develop the agents (the Call Centre staff) through positive encouragement as well as holding them accountable through constructive criticism. This requires not only 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

The agents who are coached are often their immediate (ex-) colleagues. Furthermore the Call Centre Coach very often has the task of being a ‘working foreman’: on the one hand responsible for the coaching of the team, and on the other hand responsible for his or her own goals. In addition, coaches have to deal with pressure from above expecting all goals to be reached and with pressure from below to maintain high morale and motivated agents.

TARGET GROUP

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

APPROACH

During this highly interactive course various forms of methodology is used including: the latest call centre coaching information from the trainer, interactive 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 your team to be 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?
• 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

After this training, the participants will have gained:

• Insights into one’s own behaviour and the behaviour of one’s colleagues
• Knowledge in the area of coaching the agents
• Skills in carrying out effective and efficient discussions
• Skills in stimulating the enthusiasm for customer oriented and commercial communication
• Insights into colleagues rational and emotional motives and how to deal with them
• Skills in acquiring information about developments and changes and creating a basis
• Knowledge on how to involve the agents in 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 programme.

CallCenter_Coach

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How often do you grab a proposal that grabs you? Most proposals contain excessive information and are not to the point, let alone effective. Writing effective proposals is an art not many people master. However, it is something that is more than something that can be learned; it is a technique to be mastered. Participants prove easily capable of writing a winning proposal if they receive best writing practices and get proper training. In this course you will be trained to use the right structure and lay-out for directing the customer’s attention to the core message and formulate a closing statement that instigates desired action. That way, writing effective proposals becomes fun and productive rather than an ordeal. Make sure you are one of the winners; practice by keeping on writing! But learn how to be effective!

TARGET GROUP

Internal and external sales people that regularly write proposals/quotations.

APPROACH

The course consists of an integrated sequence of discussions, interactions and practical exercises built from your own proposals or quotations.

TOPICS

• What do you want to achieve with your proposal?
• Which proposals or quotations do not appeal?
• What you should know beforehand
• The ideal structure of a proposal
• To what extent is the content important?
• Opening your proposal
• Giving your customer written attention
• Responding to written requests
• What information do you need for writing an effective proposal?
• Understanding what the customer means
• Emphasizing added value
• What covering letter enhances your proposal
• Commercially stating your terms and conditions
• Presenting your price
• What closing statement achieves the best results?
• How to successfully and smartly maintain contact with the customer after submitting your proposal?

TRAINING OBJECTIVES

Following this intensive training course you will be able to:

• Write an effective proposal
• Use the perfect lay-out and wording
• Give your proposals a striking opening and an active closing statement
• Apply the guidelines for performance and result improvement

DURATION

One day Training.

DOOR TO THE FUTURE

Follow up Training:

• Various training courses from your personal DOOR development programme.

WritingAndWinningProposals

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What is the ultimate high in selling? Selling at times when the market manifests itself in its purest form, “The Exhibition”. The supply demands attention and the demand presents itself. In this game of supply and demand very special sales techniques are essential. If not, there is a good chance that the desired objective is not achieved. Visitors expect that the exhibitor presents her/himself in a professional and distinctive manner, but how far may she/he go, or must she/he go? During this course “Selling at Exhibitions and Shows”, the participants learn the professional way to successful selling at an exhibition.

TARGET GROUP

The training is intended for every commercial team that has to work on exhibitions, shows or permanent expositions.

APPROACH

The pace is fast, interactive and engaging as possible. Many of the participants may initially feel that they do not need this training and are later on surprised at the learnings that take place in this programme. During this course, an exhibition sales talk is practised actively. The role-plays are recorded on video and appraised for best success afterwards. Written exercises and group assignments are also used.

TOPICS

• The show team gains a head start
• Insights in the course of events related to selling at exhibitions, from the preparation through after-care
• How to assess a visitor before the conversations at the exhibitions
• Who is the customer, the prospect, the visitor?
• Strategy to be used during conversations
• How do you deal with difficult questions or situations?

TRAINING OBJECTIVES

After attending this training, participants will have gained knowledge in:

• The objective of the exhibition or show
• Change of roles
• Why does a visitor give up?
• Preparations for an exhibition or show
• The structure of a conversation at an exhibition or show
• Approaching the visitor
• Opening the conversation
• Asking questions
• The one-minute presentation
• Closing and overcoming objections
• Welcoming more than one visitor simultaneously
• After-care

DURATION

One day Training.

DOOR TO THE FUTURE

Follow up Training:

• Various training courses from your personal DOOR development programme.

SellingAtExhibitions

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The first decennium of the 21st Century will see a decrease in the number of sales representatives. That is why internal sales and after-sales employees need to adopt a more active collaborative team approach towards the customer. While one team member visits the customer, another one makes the calls, maintains contact, writes letters, or prepares proposals. A focused team with integrated roles and responsibilities is a solution. Internal sales will no longer wait for the customer to call, but adopt a more pro-active approach and take the initiative when called. They ask for extra orders, make appointments for the external sales force and coordinate the contacts with customers. The after-sales employee gives sales support, provides information and stimulates customers and users. They are part of one collaborative team.

The sales reps act as a sounding board for the customer. They build networks and determine the sales strategies. They are professionals that can sell at management level. Tomorrow’s sales managers think and act differently. They are more pro-active, careful and successful. They are the Sales Managers of the Year to be. They will and still be at the top by the year 2010.

TARGET GROUP

Sales Managers

APPROACH

Prior to the training, you will receive an assignment and an analysis of your sales team. During the course, you will begin to develop your own sales script. The trainers will provide suggestions as you complete the final product. Every day, simulations will test your particular solution until your script is ready for implementation. After the training course is finished, the trainer will follow up and visit you on site to assist you in successfully implementing your script.

TOPICS

• The strategies
• Working with customer, work and market platforms
• SWOT analysis: W ho are your customers and what are the opportunities?
• Emphasizing BAV: Better Added Value
• Managing and training a winning sales team
• Who does what in the perfect sales team?
• Incentives versus reward programmes
• Team coaching and on the job training
• Assessments and appraisals
• Recruiting and selecting sales reps
• Attacking from a closed defense
• Introducing new products/services
• Managing a pro-active sales meeting
• Working with targets and setting goals
• Accompanying your sales reps
• Negotiating with top 10 customers
• Assess management- the continuous check to successfully implement your script.

TRAINING OBJECTIVES

Following this intensive training course you will be able to:

• As a sales manager, create a strategic partnership with your sales force and your customers
• Return to work with a plan of attack
• Stimulate your sales force to do a better job tomorrow

DURATION

Two times two days.

DOOR TO THE FUTURE

Follow up Training:

• Various training courses from your personal DOOR development programme.

SalesManagement

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