Trainings

 

Trainings with consultancy Smart Solutions

 

1. „Client service” – that is, Customer Service on the highest level

Goals of the Program:

  • Development of the skill of the effective communication with the client.
  • Adjustment of the communication’s style to the type of the client.
  • Understanding of the client’s point of view.
  • Discovering the process of the client’s expectations management and exceeding those expectations.
  • Strengthening of the skill of asking questions, to discover client’s needs and expectations.
  • Emphasizing benefits during conversations with the client.
  • Presentation of the offer by emphasizing benefits in terms of client’s needs.
  • Managing the client’s objections.
  • Using different techniques of overcoming client’s objections, adequate to the situation.
  • Managing the difficult client.
  • Taking care of the client’s satisfaction on every possible stage of the cooperation.

 

2. Development of the efficiency of sales activities

Goals of the Program:

  • Effective sales and promotion of the providing products and services.
  • Providing professional service for Clients and building the prestige of the Brand.
  • Effective communication and adjustment of the communication’s style to the type of the client.
  • Strengthening of the skill of asking questions, to discover client’s needs.
  • Emphasizing benefits in the promotion and sales process.
  • Building credibility through using proofs.
  • Presentation of the products by emphasizing benefits, in terms of client’s needs.
  • Managing the objections during sales process.
  • Discovering the hide objections.
  • Using different techniques of the overcoming objections, adequate to the situation.
  • Controlling the emotions and stress in difficult sales moments.
  • Managing the difficult client.
  • Evaluation of the purchaser in terms of closing the sales process.
  • Using different techniques of sales closing.
  • Gaining new clients and building of the database.

 

3. Elaboration of the sales strategy

Goals of the Program:

  • Development of the client’s knowledge in scope of the sales planning.
  • Presentation of the possible forms of the analyses (including provided examples).
  • Extension of the sales channels subject.

 

4. Negotiations

Goals of the Program:

  • Using organized process of the negotiation to achieve agreement with favorable conditions for both parties.
  • Skillful asking questions and active listening, that helps with better identification and understanding of the client needs.
  • Effective presentation of attractive alternatives and added value, to achieve the competitive advantage.
  • Effective using of the negotiations strategies and techniques.
  • Discovering of the methods used by both, selling and buying parties.
  • Professional running of the negotiation meetings.

 

5. Proper communication and cooperation in the Team

Goals of the Program:

  • Building and integration of the Teams through strengthening and development of the communication process.
  • Strengthening of the skills of granting and receiving mutual, returnable information.
  • Effective managing in difficult communication situations.
  • Building effective communication in the Team, and between Teams.
  • Development of the skill of joint solving of the problems.
  • Building motivation and positive atmosphere through mutual appreciation.

 

6. Client management – increase of the loyalty and client satisfaction

Goals of the Program:

  • Drawing attention to communication way that will satisfy our client.
  • Development of the skill of accurate definition of customer needs.
  • Understanding of the customer’s point of view.
  • Growth of the client loyalty.
  • Controlling and managing our attitude.
  • Managing the client’s objections.
  • Effective behavior and actions in difficult situations.
  • Solving the complaint.
 
7. Key steps in implementation of the effective management
 
Goals of the Program:
 
  • Development of the client’s knowledge in scope of managing the company.
  • Indicating the benefits arising from synergy between various areas.
  • Pointing out possible improvements.
  • Extension of the subject of the costs in company.
  • Passing the knowledge about planned purchase and connected operations.
 
 
Our coaches focus on such aspects as:
 
  • company’s mission and vision,
  • company positioning (so called value proposition),
  • most effective organisational models in manufacturing and services (so called Target Operating Model).

We especially draw the attention of participants to:

An important element complementing the workshops is a discussion concerning:

perceived as the key issues to be considered while developing and implementing business development strategy.

 

9. Improving and managing processes in a company

The workshops cover such topics as:

  • process mapping (methods of mapping – Value Stream, SIPOC, as well as presenting systems used for mapping such as ARIS, MEGA, Visio),
  • analysing and identifying process inefficiencies (e.g. possible types of bottlenecks, possible methods of analysis such as DILO – Day in Life Of, effective employment of root cause analysis),
  • introducing changes to processes aimed at improving Customer satisfaction (internal and external) as well as identifying Customer needs (based on e.g. KANO method),
  • introducing changes to assignment of responsibility and accountability in processes (RACI)
  • developing model indices (financial, operational, and development indices) making it possible to monitor whether the implemented changes are executed according to plan and the expected business gains achieved (based on tools such as Balanced scorecard),
  • visual management,
  • end-to-end process management and related communication issues,
  • changes to organisational structure supporting process changes (based on e.g. Span of Control analysis),
  • designing effective workplace (e.g. 5S method), developing clear operating procedures,
  • common methodologies used in process management (such as Lean management, Six Sigma, BPM).
 
10. Corporate culture, role of leaders, coaching
 
This part of the workshops covers such areas as:
 
  • managing a company, team, employees by objectives (based on Management by Objectives methodology),
  • basic behavioural dysfunctions in business environment,
  • employee motivation methods and how they affect individual performance and loyalty,
  • the role of innovation and experiments in an organisation,
  • team work as a main driver of progress, the role of interpersonal relationship in effective team management (based on e.g. Lery’s approach),
  • the role of leaders in a learning organisation,
  • change management, identification of adaptive change approach.

The second part of the workshops concerns coaching in an organisation.
This covers mainly such topics as:

  • the role of a coach in an organisation and his/her performance appraisal,
  • basic behavioural profiles of employees,
  • coaching methods, with emphasis put on the fact that coaching is an element of a modern HR policy,
  • types of coaching, with special emphasis put on coaching aimed at achieving better business performance (so-called coaching for performance),
  • methods employed to assess the effectiveness of coaching.

 

Selected competencies

 


Strategy – success of your company

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   Trainings

Trainings organised by our company are a solid guarantee of professionalism. Our competitive advantage stems from the fact that our expertise is supported by over 20-year hands-on experience, which ensures reliable theoretical guidance as well as practical teaching based on real-life examples. If you are looking for high quality, choose trainings with our consultancy Smart Solutions. This is what we can offer.

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Examples of Our Clients
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