Development - Sales

Our Services in Sales
TELEPHONE SKILLS

Telephone skills

Against the background of your particular business objectives we stress the development of staff awareness for the significance of the telephone as a modern communication medium.

OUR TRAINING PROGRAMS INCLUDE:

  • essential telephone communication skills (receiving, ending and transferring calls)
  • conduct of telephone conversations
  • getting information
  • target-oriented discussions
  • question techniques, rhetoric, active listening
  • benefit- and motive-oriented line of reasoning
  • dealing with claims
  • conflict resolution
  • telephone skills
  • communication psychology

THE METHODS APPLIED INCLUDE:

  • Gyms: business scenario role-plays in small groups

These small group exercises include situations modelled from business reality followed by participant and trainer feedback as well as video analysis.

  • joint visits/calls

We accompany customer care personnel developing immediate operational experience.

  • individual coaching

Every sales person undergoes an individualized challenge, thus creating a highly intensive environment.

 

SALES TRAINING
Sales training
ISG provides sustained qualification measures to sales teams in order to comply with respective corporate and distribution strategies combining the correct use of various tools with communication techniques.

OUR STRATEGIC TOOLS INCLUDE

  • individual distribution planning
  • customer acquisition
  • key account management
  • Referral marketing
  • Relationship management

COMMUNICATIVE TECHNIQUES IN SALES

  • Effective Self-Organization & Sales Strategy
  • Successful & purpose-oriented argument and presentation
  • Goal-oriented communication skills & customer analysis
  • target-oriented discussions
  • question techniques, rhetoric, active listening
  • benefit- and motive-oriented line of reasoning
  • dealing with claims
  • price negotiations and closing meetings
  • communication psychology
  • body language
The above mentioned topics will be made to measure and presented in seminars and workshops; their essence should then be transferred by participants into day-to-day business life which we can further enhance by developing additional coaching and training exercises.
  • Gyms
These small group exercises include situations modelled from business reality followed by participant and trainer feedback as well as video analysis.
  • joint visits/calls
We accompany customer care personnel developing immediate operational experience.
  • individual coaching

Every sales person undergoes an individualized challenge, thus creating a highly intensive environment.

 

CUSTOMER CARE SKILLS
Customer care
Back office, technical and service staff, project managers and others who are in regular contact with customers can acquire various methods to maximize customer satisfaction – provided your staff is willing and able to act in a customer-oriented fashion.

Against the background of your particular business objectives we stress the development of staff awareness for the significance of and profit from customer-oriented behaviour as a core element to reach the objectives mentioned above.

We impart specially tailored contents and will train your staff to continuously enhance their skills.

AMONG OTHERS THERE ARE

  • target-oriented discussions
  • question techniques, rhetoric, active listening
  • benefit- and motive-oriented lines of reasoning
  • dealing with claims
  • conflict resolution
  • telephone skills
  • communication psychology

 

THE METHODS APPLIED INCLUDE

  • Gyms
These small group exercises include situations modelled from business reality followed by participant and trainer feedback as well as video analysis.
  • joint visits/calls
We accompany customer care personnel developing immediate operational experience.
  • individual coaching
Every sales person undergoes an individualized challenge, thus creating a highly intensive environment.

 

MYSTERY CALLS & MYSTERY SHOPPING

MYSTERY CHECK is a comprehensive analysis tool for quality assurance. It focuses on the customer and the customer´s needs and expectations for services from the company. Real purchasing situations give deeper insight into how the company is perceived by the customer in each sales phase and where key points are for continuous quality improvement. Your goal: to be #1 with your customers - we see that as our mission!

OUR PHILOSOPHY

We follow the path of the customer. We examine critical success factors; "checkpoints", from the first interest in purchasing a product or service to follow-up customer care. Our evaluation process is based on the classic phases of the sales process.

We focus on purchase relevant circles of influence.Our "Mystery Agents” evaluate success factors from a holistic perspective. From corporate identity, e.g. homepage check, to the evaluation of company branches, for example assessment of the POS, to observing the behavior of employees in dealing with customers, for example test purchasing.

Sales Diagram

PRESENTATION TECHNIQUES

Presentation techique

One of the greatest challenges faced by staff of all levels is to communicate content to achieve a pre-defined goal efficiently. The required extent of professionalism can be displayed using the following methods and tools.
  • the structure of presentation
  • target group analysis
  • use of media
  • body language
  • use of voice
  • dealing with difficult situations
  • benefit- and motive-oriented line of reasoning
  • dealing with claims

THE FOLLOWING METHODS ARE SUITABLE TO PUT THIS INTO PRACTICE:

  • Gyms

These small group exercises include situations modelled from business reality followed by participant and trainer feedback as well as video analysis.

  • individual coaching

Every sales person undergoes an individualized challenge, thus creating a highly intensive environment.

Contact:
Susanne Schwaiger  

eMail
susanne.schwaiger@isg.com  

Phone
+43 (0) 664 85 64 259