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

2. How to discover and use this 20% of chances?
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. Return on investment = 25 times the money spent on training!
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. Why do we answer these questions?
How to implement
initial training?
What kind of
training is needed?
What are initial training results? 5 4 6
What do you need
to do?
How to implement additional training? 7 3
What are your
sales goals?
What are whole training results?
End result is better sales and customer service 2 8
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 day Current 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 day working 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. Package 2 – Sales - ( 2 + 6 days )
(focus on sales improvement)
One day Current 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 day working 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. Package 3 – Sales and customer service - ( 2 + 8 days )
(focus on sales and customer service improvement)
One day Current 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 day working 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 Miodrag Kostić www.businessknowledge.biz
VEZA d.o.o.
Ljubice Ivošević 23
11136 Beograd
Tel/fax:
Director
Miodrag Kostić
Mobile: