Core Training Programs

The following core sales and sales management training programs will build a strong foundation in the consultative sales process with emphasis on relationship building between sales professional and client and between sales manager and sales professionals.

• Consultative Selling Skills
• Consultative Relationship Skills
• Consultative Negotiations Skills
• Service That Sells: a Workshop for Customer Service Representatives
• Sales Coaching for High Performance
• Peer to Peer Coaching

Consultative Selling Skills
2 days – 12-16 participants

Objectives

This course provides sales professionals with a consultative framework for conducting effective face-to-face sales meetings with clients and prospects; meetings that range from creating opportunities to do business to closing sales, as well as the stages in between.

Pre-requisites

Participants should have a solid working knowledge of their products and services.

Who should take?

Appropriate for any business-to-business sales force. Can be geared to the group's level of experience, i.e., New Hire or veteran.

Topics

• Building trust-based relationships
• Recognizing the critical difference between a need and a solution
• Understanding the different types of needs in business to business sales
• Listening/Reframing Needs
• Making value-based presentations
• Resolving objections
• Managing a sales call as a meeting

Training Methodology

• Discussion
• Small group Exercises
• Videotaped Roleplays
• Listening/Reframing Needs

Consultative Relationship Skills
2 days – 12-16 participants

Objectives

This program is geared to those professionals within an organization who interact with the client post sale. While they often do not have a sales goal or budget, they do bear much of the responsibility for creating the customer experience measured by retention or persistency goals as well as customer satisfaction surveys. These can be consultants, account managers, claims managers, operations managers and the like. The program can be customized to integrate with any existing process such as a proprietary consulting process or a claims adjustment process.

Pre-requisites

Participants should have a solid working knowledge of their products and services.

Who should take?

Any non-sales professional with frequent and on-going contact with clients.

Topics

• Building trust-based relationships
• Recognizing the critical difference between a goal and a solution
• Understanding the different types of needs that impact building relationships
• Learning how clients measure value and how to ensure your contributions and directions are perceived as adding value
• Resolving conflict
• Managing all the interactions you have with the client as ‘meetings’

Training Methodology

• Discussion
• Small group Exercises
• Videotaped Roleplays

Consultative Negotiations Skills
2 days – 10-12 participants

Objectives

To equip those professionals responsible for negotiating terms and conditions with a client either during or after the sale. The course marries the core CRC skill set (communications skills, problem-solving skills, meeting facilitation skills and relationship building skills) with the approach developed by the Harvard's Project on Negotiation, an organization that has devoted 25 years to developing a mutual gains framework for negotiating.

Who should take?

Sales professionals and Sales Managers, as well as anyone involved in negotiating a final agreement or contract with the client.

Topics

• Developing your walk-away position
• How to "create value" for mutual gain
• Build profitable long-term relationships
• Separate people from the problem
• Understand the decision-making traps involved in negotiating
• Understand the difference between an interest and a position
• Use objective standards to resolve differences about who should get what

Training Methodology

• Discussion
• Small group Exercises
• Videotaped Roleplays

Service That Sells: a Workshop for Customer Service Representatives
1 day – 12 to 18 participants

Objectives

To equip the CSRs in your organization with a skill set that will enable them to create a positive experience with your customer or client at each “moment of truth”. Recognizing that relationships are often solidified or eroded each time a representative from your organization interacts with the client or customer, this course teaches your customer contact people how to apply some simple process skills (communication skills and problem-solving skills) along with their content knowledge to each conversation with the customer. Thus, not only does the customer get the problem addressed, but also he or she has a positive experience during the process.

Who should take?

Any service person within your organization who has frequent interaction with your customer or client.

Topics

• Understand how to create a positive service experience for the customers, both as individuals and as members of a customer service team
• Understand what shapes a customer's evaluation (perception) about the level of service they are receiving
• Gain more control over how a customer evaluates the level of service they are receiving
• Apply skills of listening, questioning and problem solving, especially at the customer's "key moments of truth", to create a satisfying experience for the customer

Training Methodology

• Brief Lecturette
• Facilitated discussion of the content
• Exercises and skill building practice

Sales Coaching for High Performance
1.5 to 2 days – 10-12 participants

Objectives

This program teaches a Coaching model with specific emphasis on how to give developmental feedback to another that is direct, specific and balanced. The training also includes tips for diagnosing where to apply your feedback and for improving your abilities to observe another's behavior. Philosophically, the course embraces the findings of the major study among managers done by the Gallup organization and described in First, Break All the Rules: developmental coaching will yield more results when it focuses on one's strengths vs. trying to put in what was never there to begin with.

Pre-requisites

Attendance at Consultative Selling Skills or Consultative Relationship Skills program (if the purpose of the Coaching program is to provide skills for Managers to reinforce the investment made in either one of these programs).

Who should take?

Anyone in a managerial position. Typically, this is a Sales Manager, a Team Leader or Supervisor.

Topics

• Using a Performance Model to diagnose developmental needs
• Understanding how to conduct short, impact-full coaching conversations
• Use of the Balanced Assessment tool for providing direct, specific and balanced feedback
• Understanding how to ‘problem-solve’ with your coachee around actions to take to improve
• How to apply prescriptive (vs. restrictive) strategies to motivate your team

Training Methodology

• Discussion
• Small group Exercises
• Videotaped Roleplays

Peer to Peer Coaching
1.5 to 2 days – 10-12 participants

Objectives

This program teaches a Coaching model with specific emphasis on how to give developmental feedback to someone that does not report to you: a peer, a customer or even your boss. The training also includes tips for improving your abilities to observe another’s behavior, for how to minimize defensiveness when receiving feedback and for tailoring your feedback to the other person’s temperament and interaction style.

Pre-requisites

None

Who should take?

Anyone in a position to ‘coach’ another.

Topics

• Using a Performance Model to diagnose developmental needs
• Understanding how to conduct short, impact-full coaching conversations
• Use of the Balanced Assessment tool for providing direct, specific and balanced feedback
• Understanding how to ‘problem-solve’ with your coachee around actions to take to improve
• Understanding of temperament and interaction styles and how to tailor your feedback accordingly
• Ways to minimize your own defensiveness when receiving feedback

Training Methodology

• Discussion
• Small group Exercises
• Videotaped Roleplays

Contact CRC Today

Contact CRC via the website or call 203.899.0500 to start planning your custom sales training or Train the Trainer program.  Powerful consultative selling programs for nationwide businesses.