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Program unapređenja prodaje i usluživanja Sales and customer service improvement program Miodrag Kostić, Director VEZA d.o.o. Sales and customer service.

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Presentation on theme: "Program unapređenja prodaje i usluživanja Sales and customer service improvement program Miodrag Kostić, Director VEZA d.o.o. Sales and customer service."— Presentation transcript:

1 Program unapređenja prodaje i usluživanja Sales and customer service improvement program Miodrag Kostić, Director VEZA d.o.o. Sales and customer service improvement program

2 Program unapređenja prodaje i usluživanja Sales and customer service improvement program Whats 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 Why? How to discover and use this 20% of chances?

3 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) Why? Return on investment = 25 times the money spent on training!

4 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

5 End result is better sales and customer service What is your current situation? What do you need to do? How to implement initial training? What kind of training is needed? What are your sales goals? What are initial training results? How to implement additional training? What are whole training results? How to continually improve? Why do we answer these questions?

6 Program unapređenja prodaje i usluživanja Sales and customer service improvement program Package 1 – Customer service - ( 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)

7 Program unapređenja prodaje i usluživanja Sales and customer service improvement program Package 2 – Sales - ( 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)

8 Program unapređenja prodaje i usluživanja Sales and customer service improvement program Package 3 – Sales and customer service - ( 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 trainingCustomer 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)

9 Program unapređenja prodaje i usluživanja Sales and customer service improvement program VEZA d.o.o. Ljubice Ivošević Beograd Tel/fax: Director Miodrag Kostić Mobile:


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