Advanced Customer Services Sales in a prestigious multinational computer technology corporation
A modular, sales acceleration programme designed alongside the client with the desired outcome to enable staff members to be opportunity-focussed and imaginatively intelligent when cultivating their customer relationships. Sales managers and sales executives participated together, alongside the UK vice president to ensure common ground and a shared experience.
Outline - As an alternative to pushing product, capitalising on buying signals and closing out deals whatever the cost, this programme explored the benefits of moving away from such an assumptive, transactional sales culture, and revealed the multiple rewards of adopting a more empathy-centric, relationship based approach when interacting with customers and prospects.
Rather than simply being viewed as a product or service provider by their customers, greater and more ethical success on all fronts has come about by developing a deeper understanding of the customer's preferences and needs to do what's specifically right for all concerned. By using heightened awareness and imaginative intelligence this programme has enabled the client to generate more of a synergy between themselves and their customers to the point at which they are considered an integral extension of their customer's business.
How it worked - Plenary sessions and facilitator-led input and exercises, were interspersed with break out groups with business actor/facilitators to provide opportunity to put theory into practice. Participants used realistic and relevant simulations that were designed together with the client. This promoted individual insight and observations, whilst simultaneously encouraging and enabling an awareness of how others might interpret and act upon participants' behaviours.
Client also made use of DISC psychometric profiling reports on this programme. DISC is a behavioural assessment tool of the TTI Insights suite and measures how a person behaves and what communication styles that they default to. The reports are fully customized to the individual and all levels within an organization can benefit from the information that the tool provides.
More intimate, bespoke sessions for each of the sales teams were run 'on-premises' to help facilitate greater implementation of learning and continue the shift in approach that the programme was designed to promote. The next wave of this ongoing development programme is currently being planned for later this year.