Sample Agenda

(1-3 day program depending on learning objectives)




DAY ONE

INTRODUCTION
• Program and Participant Objectives
• Warm-up Exercise

YOUR CUSTOMERS
• In the Shoes of Your Customer Exercise
• Challenges and Opportunities – “Changing to a successful mindset”

SKILLS OVERVIEW
• Building the Perfect 21st Century Sales person Team Exercise
• What makes high performing sales people different?
• PASS (Product knowledge, Attitude, Service, Skills )
• Keys to Effective Sales Dialogue and Advancing the Sale
• Sales Process and Customer Buying Cycle
• Sales Call Framework

FUNDAMENTAL COMMUNICATION SKILLS
• Observing and Assessing, Connecting, Questioning and Listening
• Communication Styles/Self Assessment
• Adapting Your Communication Style: Team Exercise and Action Planning
• Connecting - Maintaining and Building Relationships
• Connecting Skills in Challenging Situations Exercise – i.e. Opening, Objections, Closing, Competitive Situations, Disappointed and Angry Customers
• Open vs. Closed Ended Questions: Exercise and Group Discussion
• Listening - Passive and Active Pairs Exercise/ Role Play

RESOLVING OBJECTIONS
• Objection Baseline Exercise: Objection Model Discussion (Using Empathy and Questions to seek win-win)

PREPARATION
• Gathering Information: Team Exercise
• Setting Call Objectives Effectively: Pair Exercise
• Call Planning: Group Discussion and Exercise and Action Planning

OPENING
• Effective Opening Model
• Preparing an Effective Opening
• Opening a Sales Meeting: Exercises and Role Play (Team Call Optional)

DAY TWO

GAINING AN APPOINTMENT
• Overcoming call reluctance
• Warming up a cold call quickly, the process
• Demonstrating Capability: when and how: Exercise and Role Play
• Resolving and avoiding objections for appointments: Audio Tape Exercise , Role Play and Feedback
• Getting Past Gatekeepers and Voicemail

CREATING AN EFFECTIVE DIALOGUE
• Questioning Strategies:- Breadth and Depth of Questions
• Getting to the Next Level using “Smart” Questions
• Questioning Strategy and Skills, Exercise, Role Play and Action Planning

CLOSING SKILLS AND QUESTIONS
• Qualify or die: Meet the Customer where they are in the process
• FTD Questions:- Finance, Time, Decision-Making
• Getting Customer Feedback Throughout the Call : Exercise and Role Play

POSITIONING SOLUTIONS
• Positioning Persuasively: From the customer’s point of view
• Questions to Uncover Positioning Opportunities
• Features and Benefits: Team Teach
• Exploring Options Exercise, Role Play, Customer Need Priority Matrix