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Miodrag Kostić, Director VEZA d.o.o.

Miodrag Kostić, Director VEZA d.o.o. ’Sales and customer service improvement program’. www.businessknowledge.biz. Why?. What’s in it for you? Why do you need our program? 20% of buyers will bring you 80% of income 20% sales chances will bring you 80% of sales

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Miodrag Kostić, Director VEZA d.o.o.

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  1. Miodrag Kostić, Director VEZA d.o.o. ’Sales and customer service improvement program’ www.businessknowledge.biz

  2. Why? • What’s in it for you? • Why do you need our program? • 20% of buyers will bring you 80% of income • 20% sales chances will bring you 80% of sales • 20% of your employee activities will bring you 80% of results • 20% of your business activities will bring you 80% of your profit How to discover and use this 20% of chances?

  3. Why? • If our goal is to improve sales and customer service! • What are the practical results of our program? • Better relationship with customers who are loyal (they come back) • Better relationship between satisfied employees (they do better) • Better relationship between management and employees (they do more) • Better relationship between owners and employees (they earn more) Return on investment = 25 times the money spent on training!

  4. What are we going to do? • (9 steps towards improvement) • Step - Examine your situation and needs (where are you now?) • Step-Define your sales goals (where do you want to go?) • Step - Establish what we need to do (how do you get there?) • Step- Create the training plan based on research and analyses • Step - Implement initial employee training (based on needs) • Step-Assess the initial training results and establish new needs • Step-Implement additional employee training (success optimization) • Step-Evaluate successfulness of the project and prepare reports • Step - Suggest the best way of sale system improvement

  5. How to implement initial training? What kind of training is needed? What are initialtraining results? 5 4 6 What do you need to do? How to implementadditional training? 7 3 What are wholetraining results? What are your sales goals? End result is bettersales and customer service 8 2 What is your current situation? How to continually improve? 9 1 Why do we answer these questions?

  6. Package 1–Customer service- ( 2 + 6 days ) • (focus on customer service improvement) • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule • Two day training “Customer service basics" (combination of appropriate customer service modules) • Two day training “Advanced customer service" (combination of appropriate advanced customer service modules) • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training) • Two day training (success optimization) with modules created to reinforce important sales training segments (like conflict resolution, servicing clients etc)

  7. Package2–Sales- ( 2 + 6 days ) • (focus on sales improvement) • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule • Two day training “Personal selling basics" (combination of appropriate personal selling modules) • Two day training “Advanced sales negotiation" (combination of appropriate advanced sales negotiation modules) • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training) • Two day training (success optimization) with modules created to reinforce important sales training segments (like selling system steps etc)

  8. Package3–Sales and customer service- ( 2 + 8days ) • (focus on sales and customer service improvement) • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule • Two day training “Personal selling basics" (combination of appropriate personal selling modules) • Two day training“Customer service basics" (combination of appropriate customer service modules) • Two day training “Advanced sales negotiation" (combination of appropriate advanced sales negotiation modules) • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training) • Two day training (success optimization) with modules created to reinforce important sales training segments (like selling system steps, services etc)

  9. www.salesknowledge.biz VEZA d.o.o. Ljubice Ivošević 23 11136 Beograd Tel/fax: 011 23 99 467 Email: info@veza.biz www.veza.biz Director Miodrag Kostić Mobile: 063 60 80 26 www.businessknowledge.biz

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