Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
Miodrag Kostić, Director VEZA d.o.o.
’Sales and customer service improvement program’
www.businessknowledge.biz
Why?
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
What’s in it for you?
Why do you need our program?
1. 20% of buyers will bring you 80% of income
2. 20% sales chances will bring you 80% of sales
3. 20% of your employee activities will bring you 80% of results
4. 20% of your business activities will bring you 80% of your profit
How to discover and use this 20% of chances?
Why?
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
If our goal is to improve sales and customer service!
What are the practical results of our program?
1. Better relationship with customers who are loyal (they come back)
2. Better relationship between satisfied employees (they do better)
3. Better relationship between management and employees (they do more)
4. Better relationship between owners and employees (they earn more)
Return on investment = 25 times the money spent on training!
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
What are we going to do?
(9 steps towards improvement)
1. Step - Examine your situation and needs (where are you now?)
2. Step - Define your sales goals (where do you want to go?)
3. Step - Establish what we need to do (how do you get there?)
4. Step - Create the training plan based on research and analyses
5. Step - Implement initial employee training (based on needs)
6. Step - Assess the initial training results and establish new needs
7. Step - Implement additional employee training (success optimization)
8. Step - Evaluate successfulness of the project and prepare reports
9. Step - Suggest the best way of sale system improvement
How to implement
initial training?
What kind of
training is needed?
5
4
What are initial
training results?
6
How to implement
additional training?
What do you need
to do?
7
3
What are your
sales goals?
What is your current
situation?
2
End result is better
sales and
customer service
8
9
1
Why do we answer these questions?
What are whole
training results?
How to continually
improve?
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
Package 1 – Customer service - ( 2 + 6 days )
(focus on customer service improvement)
1. One day Current state and needs assessment and analyses, crating detailed
training plan and schedule
2. Two day training “Customer service basics" (combination of appropriate
customer service modules)
3. Two day training “Advanced customer service" (combination of appropriate
advanced customer service modules)
4. One day working with employees examining how much is acquired
knowledge applied at work (assessment and analyses of initial training)
5. Two day training (success optimization) with modules created to reinforce
important sales training segments (like conflict resolution, servicing clients etc)
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
Package 2 – Sales - ( 2 + 6 days )
(focus on sales improvement)
1. One day Current state and needs assessment and analyses, crating detailed
training plan and schedule
2. Two day training “Personal selling basics" (combination of appropriate
personal selling modules)
3. Two day training “Advanced sales negotiation" (combination of appropriate
advanced sales negotiation modules)
4. One day working with employees examining how much is acquired
knowledge applied at work (assessment and analyses of initial training)
5. Two day training (success optimization) with modules created to reinforce
important sales training segments (like selling system steps etc)
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
Package 3 – Sales and customer service - ( 2 + 8 days )
(focus on sales and customer service improvement)
1. One day Current state and needs assessment and analyses, crating detailed
training plan and schedule
2. Two day training “Personal selling basics" (combination of appropriate
personal selling modules)
3. Two day training “Customer service basics" (combination of appropriate
customer service modules)
4. Two day training “Advanced sales negotiation" (combination of appropriate
advanced sales negotiation modules)
5. One day working with employees examining how much is acquired
knowledge applied at work (assessment and analyses of initial training)
6. Two day training (success optimization) with modules created to reinforce
important sales training segments (like selling system steps, services etc)
Program
unapređenja
prodaje
i usluživanja
Sales
and customer
service
improvement
program
www.salesknowledge.biz
Director
VEZA d.o.o.
Miodrag Kostić
Ljubice Ivošević 23
11136 Beograd
Mobile: 063 60 80 26
Tel/fax: 011 23 99 467
Email: info@veza.biz
www.veza.biz
www.businessknowledge.biz