Sales & Customer Service Departments
The Sales Spectrum: Effective Strategies for Dramatic Results
The Sales Spectrum is a consultative approach to identifying prospective customers, working together with them through the cycle of investigating their needs, finding and executing solutions, closing the deal, and recapping results to create continual growth.
A sales force taught the Sales Spectrum model becomes ever more dynamic. Top sellers are lifted to new heights and novice-level sales professionals achieve new levels of success.
The Sales Spectrum Workshops Include:
I. Strategic Account Management Strategy
Strategic Account Management is a strategy focused on the top revenue-generating accounts. But for continual growth and optimal effectiveness, salespeople must identify their target accounts that have the potential to move into the top tier of revenue-generators. Identifying such accounts is the first step in the process of setting proper priorities for nurturing and growing accounts.
Strategic Account Management is a strategy focused on the top revenue-generating accounts. But for continual growth and optimal effectiveness, salespeople must identify their target accounts that have the potential to move into the top tier of revenue-generators. Identifying such accounts is the first step in the process of setting proper priorities for nurturing and growing accounts.
Workshop participants will learn effective ways to manage and grow their top accounts – and the process of converting target accounts into revenue-generators. XBInsight teaches an accountability system that is presented in an easily accessed format for sales people and sales managers. We teach the process and the formula to implement the strategy.
Strategic account management training is typically a 6 - 12 month process and includes the following:
- Meeting with sales managers to introduce strategic account management.
- An XBInsight coach works with each sales manager to help them set up the process and customize the strategic account management account list for each of their sellers.
- A team training session is conducted with sellers to teach them the basics of how to use strategic account management for growing existing accounts and generating new business. Each seller will create their individual strategy for growing each of their key and target accounts.
As a follow up to the training, coaching sessions are conducted with each seller to:
- Reinforce how to use the strategic account management process to track activity and progress.
- Refine their strategy for growing each account.
- Help them work through challenges they are experiencing.
- Identify follow up action items for each seller and review with their manager.
Individual monthly/quarterly meetings are conducted with each manager to:
- Maximize their use of strategic account management with their teams.
- Work through obstacles and challenges.
- Identify ways to improve the process with their teams.
II. Selling With Style: Using the DISC Language to Communicate With Impact
DISC Behavioral Model Profile: Behavioral research suggests that the most effective people are those who understand their strengths and weaknesses so that they can develop strategies to meet the demands of their work environment. Human behavior springs from a combination of nature, or our inherent characteristics, and nurture, or how we were raised.
DISC Behavioral Model Profile: Behavioral research suggests that the most effective people are those who understand their strengths and weaknesses so that they can develop strategies to meet the demands of their work environment. Human behavior springs from a combination of nature, or our inherent characteristics, and nurture, or how we were raised.
The DISC Profile measures four dimensions of behavior:
The model is not intended to be a judgment on an individual or his or her work. It is meant to be enlightening. In fact, understanding the DISC language increases sales call effectiveness and encourages salespeople to understand their style and the style of a prospect or client. Participants will receive an individual assessment and tips on communicating effectively with everyone they encounter. Topics of this workshop include:
- How a person responds to problems and challenges.
- How a person may influence others to their point of view.
- How a person responds to the pace of their environment.
- How a person responds to rules and procedures set by others.
- Understanding behavioral styles and how they influence each individual's selling abilities.
- How to increase sales through adaptability — meeting the customer's needs and winning the sale.
- Identifying each customer's behavioral style and knowing how to use it to communicate effectively.
- Strategies for adapting to each customer and increasing the chances of closing the sale.
III. Selling With Impact: The Power of Understanding Personal Interests, Attitudes, and Values (PIAV)
New strategies to increase sales success can be developed with greater awareness of an employee's personal value system and how it shapes behavior. Success may be as simple as changing the words used in the sales process to get more productive reactions from buyers. Words are powerful, and understanding what motivates a customer improves the chances for choosing the correct words for improving sales.
New strategies to increase sales success can be developed with greater awareness of an employee's personal value system and how it shapes behavior. Success may be as simple as changing the words used in the sales process to get more productive reactions from buyers. Words are powerful, and understanding what motivates a customer improves the chances for choosing the correct words for improving sales.
Participants will learn to:
- Develop skills by opening the lines of communication so they can speak to others in language that will build long-term relationships.
- Identify the six driving values and the impact they have on the sales process.
- Understand how to use core values to make a connection with another person.
- Develop selling skills using techniques and strategies for communicating effectively in daily interactions.
IV. Prospecting and Qualifying Potential Customers
Identifying a target customer — the person or group who is most likely to purchase a product or service — is crucial to success. Learning to understand who they are and what factors motivate them dramatically increases the prospects for developing sound sales and marketing strategies to meet their needs and desires.
Identifying a target customer — the person or group who is most likely to purchase a product or service — is crucial to success. Learning to understand who they are and what factors motivate them dramatically increases the prospects for developing sound sales and marketing strategies to meet their needs and desires.
This workshop will teach:
- How to qualify prospects using the 5 W's - Who, Where, Why, What, and When.
- Ways to consider the entire sales cycle when targeting customers.
- Developing plans for prospecting and territory development.
- Telephone skills for effectively continuing the sales cycle.
- How to create a good prospecting plan — the key to success.
V. Customer-Needs Focused Selling
The most successful salespeople approach their customers as consultants eager to help them navigate the competitive marketplace. As such, their efforts to become knowledgeable about every aspect of a customer's business must be focused and intense. This workshop teaches the essentials of acquiring the critical information to identify a customer's marketing needs and objectives to develop a strong partnership.
The most successful salespeople approach their customers as consultants eager to help them navigate the competitive marketplace. As such, their efforts to become knowledgeable about every aspect of a customer's business must be focused and intense. This workshop teaches the essentials of acquiring the critical information to identify a customer's marketing needs and objectives to develop a strong partnership.
Benefits of the session include:
Participants are asked to bring to the workshop a sales presentation they are working on to be used in learning to apply the concepts and techniques they learn in the session.
- Shortening the sales cycle.
- Enabling account executives to have deeper knowledge of their clients.
- Developing better client relationships.
XBInsight Customer-Needs Focused Selling Involves the Following:
- Step 1: Preparation and Planning.
- Step 2: Introduction and Opening.
- Step 3: Questioning and Listening.
- Step 5: Developing Marketing Objectives.
- Step 6: Customizing a Marketing Program.
- Step 7: Delivering the Presentation and Follow-Up.
VI. Preparing and Executing Powerful Sales Presentations
The sales presentation is the most persuasive instrument for successful selling. It is the moment in the process for clearly demonstrating the ability to think strategically in order to partner with a customer to meet specific needs. It offers the salesperson the opportunity to show why his or her solution is the best.
The sales presentation is the most persuasive instrument for successful selling. It is the moment in the process for clearly demonstrating the ability to think strategically in order to partner with a customer to meet specific needs. It offers the salesperson the opportunity to show why his or her solution is the best.
In this session salespeople will be transformed into powerful communicators and presenters. They will learn how to convey the unique features of their products and services.
Participants will learn:
- How to adapt their presentation style to each audience.
- Techniques and skills for verbal and written presentations.
- The components of a successful sales presentation.
- The best way to plan and deliver a personalized and focused sales presentation.
VII. Win-Win Negotiation Strategies
A pragmatic negotiation process allows salespeople at every level to solve the complex problems they face. Mutual gains negotiation skills help participants achieve better outcomes, become more proficient in long-term decision-making, and enhance their selling skills. In this workshop, salespeople will be taught to use negotiating strategies more effectively and to tailor their personal negotiating style to achieve the best results.
A pragmatic negotiation process allows salespeople at every level to solve the complex problems they face. Mutual gains negotiation skills help participants achieve better outcomes, become more proficient in long-term decision-making, and enhance their selling skills. In this workshop, salespeople will be taught to use negotiating strategies more effectively and to tailor their personal negotiating style to achieve the best results.
Participants will learn:
- How to set the stage for productive negotiations.
- Negotiating skills for building strong relationships.
- An approach that reduces obstacles and complications in negotiations.
- Best ways to apply proven negotiation strategies.
VIII. Closing With Style
It's not a successful sale until it's closed. And closing with style includes learning what motivates a customer to buy, how to turn an objection into a benefit and how to decipher the meaning behind a customer's responses. In this session, participants learn the effective way to ask for the order, and to frame their product or service in the best light during the close. Participants will learn enhanced selling techniques with dialogue exercises.
It's not a successful sale until it's closed. And closing with style includes learning what motivates a customer to buy, how to turn an objection into a benefit and how to decipher the meaning behind a customer's responses. In this session, participants learn the effective way to ask for the order, and to frame their product or service in the best light during the close. Participants will learn enhanced selling techniques with dialogue exercises.
Workshop topics include:
- Why people buy.
- The importance of knowing a product or service.
- The importance of creativity in describing what products and services can do for a customer.
- How to answer an objection and turn it into a sales benefit.
- How to handle prospect resistance with style.
- Uncovering selling strengths and weaknesses and using them to advantage.
- The proper use of sample cold-calling scripts.
- Sales dialogue exercises.
- Techniques for closing success.
IX. Increase Personal Productivity and Quality of Life With The Time Management Workshop
Conflicting priorities are a fact of the business environment. But productivity goes up, communication improves, teamwork is enhanced, and greater personal satisfaction results in a culture that respects the importance of effective time management. As more individuals throughout an organization learn how to better manage their time, conflicts are reduced to the benefit of all.
Conflicting priorities are a fact of the business environment. But productivity goes up, communication improves, teamwork is enhanced, and greater personal satisfaction results in a culture that respects the importance of effective time management. As more individuals throughout an organization learn how to better manage their time, conflicts are reduced to the benefit of all.
Participants will learn how to:
- Plan their day for maximum efficiency.
- Stop procrastinating and get things done.
- Prepare for meetings ahead of time to get the most out of them.
- Handle paperwork in the most efficient way.
- Turn e-mail into a key tool rather than an interruption
X. Selling to Competitive Media Advertisers
Each advertising medium has different strengths designed to help advertisers get their message out to their targeted consumers. In this session, we explore the advantages of each medium and focus on how to build a solid strategy for selling against competitive media. Participants will learn how to analyze their customer's marketing needs, present customized and targeted proposals to meet those needs, and learn the key elements of a successful media plan. Through exercises and case studies, salespeople will be able to apply what they learn to create presentations and close sales.
Each advertising medium has different strengths designed to help advertisers get their message out to their targeted consumers. In this session, we explore the advantages of each medium and focus on how to build a solid strategy for selling against competitive media. Participants will learn how to analyze their customer's marketing needs, present customized and targeted proposals to meet those needs, and learn the key elements of a successful media plan. Through exercises and case studies, salespeople will be able to apply what they learn to create presentations and close sales.
During this workshop, participants will learn:
- The changing economic climate, how it is affecting media buying decisions.
- To use qualitative data to show a competitive advantage.
- How media advertising campaigns are sold and packaged.
- The key elements of a successful media campaign.
- How to implement a customer-needs focused selling approach to customize the marketing solution recommended for the customer.
XI. The Competitive Landscape and How to Create Customer Demand with Online Advertising Products (3 sessions).
Salespeople must understand the competitive landscape of the automotive, real estate, recruitment, and local sectors. By using the techniques presented, salespeople learn the interactive language and how to create credibility and trust in prospective clients. Participants will leave this session with ideas on how to package and present interactive and multimedia initiatives.
Salespeople must understand the competitive landscape of the automotive, real estate, recruitment, and local sectors. By using the techniques presented, salespeople learn the interactive language and how to create credibility and trust in prospective clients. Participants will leave this session with ideas on how to package and present interactive and multimedia initiatives.
Session One:
Includes:
- Interactive Advertising in the U.S. Market.
- Interactive Advertising in the Local Market.
- Creating Demand in the Marketplace for Interactive Products.
- Overview of the Most Successful Advertising Campaigns — Examples of National Campaigns Executed Locally in Recruitment, Real Estate, Automotive, and Local Categories.
- How to Make a Message Stand Out from Other Interactive Advertising.
- Extending the Life of an Advertising Campaign Using Interactive Products.
- How to Position Products to Gain Customer Buy-In and Create Demand.
- Understanding the Interactive Language: Terms, and Metrics Used in Interactive Advertising and Simplifying for the Customer.
- Understanding the Power of Social Networking and How to Leverage it For Clients.
Session Two:
Includes:
- Positioning an Interactive Platform for Increased Sales.
- Presenting Customer Return on Investment.
- Understanding Consumer Behavior and Purchasing Power.
- The Benefits of Multi-Platform Internet Advertising.
- Enhancing Use of Inventory.
- Presenting the Value of Products With Metrics.
- Identifying the Customer's Marketing Objective through a Thorough Needs Analysis.
7 Steps in XBInsight's Customer Needs Focused Selling:
- Step 1: Preparation and Planning.
- Step 2: Introduction and Opening.
- Step 3: Questioning and Listening.
- Step 4: Identifying the Target Audience.
- Step 5: Developing Marketing Objectives.
- Step 6: Customizing a Marketing Program.
- Step 7: Delivering the Presentation and Follow-up.
Session Three:
Includes:
- Enhancing the Creative Potential of Interactive Advertising.
- Generating Creative Ideas for the Customer.
- Helping Customers Define Their Message.
- Creative Interactive Program Case Studies.
- How to Generate Ideas Effectively.
- Examining Competitive Media Categories in a Local Area.
- Looking at Non-print Users for New Revenue.
- Creating Programs and Online Inventory that Extend Beyond a website.
- Designing the Elements of the Program.
- Categories for Website Content.
- Understanding Community Partnerships and What is Happening Locally to enhance a program.
- Cause Marketing and Cause Organizations.
- Turning Information from Loyal Reader's into Dollars.
- Creating Special Pages and Events that are Database Focused.
- Driving Revenue from Third Parties.
- Role-Playing Exercise.
Sales Coaching
The selling field is constantly changing. New technological developments and discoveries are occurring daily to make information more readily available. Sales coaching is a vital part of the selling mix. New successes must be maintained. Adding sales coaching to an agenda is the way to build on success. Our experienced XBInsight coaches will work with individual salespeople and teams to keep them on track. Our coaching staff works to ensure that a sales team continues to achieve over the long run.
The selling field is constantly changing. New technological developments and discoveries are occurring daily to make information more readily available. Sales coaching is a vital part of the selling mix. New successes must be maintained. Adding sales coaching to an agenda is the way to build on success. Our experienced XBInsight coaches will work with individual salespeople and teams to keep them on track. Our coaching staff works to ensure that a sales team continues to achieve over the long run.
I. Customer Service Workshops
Meeting the needs of others begins with understanding those needs. Teaching a team how to recognize, understand, and make use of different styles of communication and behavior encountered every day is the focus of this workshop.
Meeting the needs of others begins with understanding those needs. Teaching a team how to recognize, understand, and make use of different styles of communication and behavior encountered every day is the focus of this workshop.
This comprehensive program gives clear, concise direction for:
Employees will acquire specific skills, knowledge, and empowerment tools to do their best work.
- Understanding one's personal style.
- Recognizing and appreciating the behavioral style of a customer.
- Enhancing the level of service by adapting to the needs of a customer.
- Screening and hiring customer service staff.
- Empowering customer service employees and managers.
- Developing cohesive plans-of-action and improvement.
The purpose of this workshop is to show how to deliver world-class customer service and:
- Increase business.
- Handle calls with confidence.
- Enhance the telephone experience of customers.
- Organize and manage calls.
- Negotiate successful outcomes.
II. Outbound Telephone Skills Training
XBInsight's customized, on-site telephone skills training for outbound calling aligns precisely with the vision and mission of a customer service department or call center. These sessions allow agents to begin by understanding why people behave as they do.
XBInsight's customized, on-site telephone skills training for outbound calling aligns precisely with the vision and mission of a customer service department or call center. These sessions allow agents to begin by understanding why people behave as they do.
In addition to questions of behavior, service agents and employees will learn:
- 5 vital steps for successful outbound calls.
- How to create a connection with every caller.
- Planning tools for evaluating, recognizing, and rewarding performance.
- Strategies for overcoming almost every customer complaint.
III. Inbound Telephone Skills Training
In today's global marketplace every company is within telephone reach of their customers. This means customer service representatives must possess the skills and the training to successfully communicate by telephone with inbound callers.
In today's global marketplace every company is within telephone reach of their customers. This means customer service representatives must possess the skills and the training to successfully communicate by telephone with inbound callers.
Customized to a company's specific vision and conducted on-site, XBInsight's Inbound Telephone Skills Training session allows call center or customer service department employees to discover:
- The 5 most important elements for successful inbound calls.
- How to build rapport with every caller.
- Strategies for taking sales orders (if applicable).
- Effective methods for evaluating, recognizing, and rewarding performance.
- Proven ways to overcome customer complaints.
- Exceptional tactics for successfully dealing with difficult behavioral types.