Taking control of your workday / Managing priorities and meeting deadlines

Working smarter with up-to-date and highly effective time management techniques. Designed for high-workload and customer-facing staff, managers and professionals. All aspects of personal productivity. Half day and One day course.

Business influence and client facing skills

The ability to work effectively through better client communication and influencing skills is a prized skill for all client-facing professionals. This highly practical course is suitable for all staff, but particularly senior managers, and professionals and technical specialists who work in a front-line client environment. Two day course.

High impact presentation skills

This advanced workshop covers all aspects of preparing, designing and delivering memorable and high-quality presentations. Includes best practice tips on structuring, designing supporting slides and group interaction. Suitable for both face-to-face and web-based presentations. Two days. Also available as one-to-one coaching.

Business neworking skills training

This course is ideal if you attend, or would like to attend, conferences, seminars, social events and other networking gatherings where it is essential you ‘mix and mingle’ and make good contacts.

It  will be of particularly benefit if you are uncomfortable in informal business settings and yet you need to be able to talk articulately about your business and get yourself known. It is ideal if you attend, or would like to attend, conferences, seminars, social events and other networking gatherings where it is essential you ‘mix and mingle’ and make good contacts.

Call 07515 851 691 or email contact@grahamphelps.com

Organised Persistence

Advanced sales prospecting masterclass

Whatever your business, the first part of the sales process is probably the hardest – finding and developing new customers and business revenue opportunities. It is the activity that most people dislike,  keep putting off or lack the relevant and latest skills, time or motivation to carry out to a sufficient level of activity. Organised Persistence Masterclass solves this.

Seven great benefits

1. Increase new business sales faster, easier and with less stress
2. Consistently and pro-actively find, qualify and convert new sales opportunities
3. Improved conversion of sales leads into qualified prospects and orders
4. Maximise up-selling and cross-selling opportunities with existing clients
5. Master proven and low-cost prospecting methods that get great results, including appointments with senior contacts.
6. More accurate sales forecasts, qualification and reporting
7. Tools to develop more business from existing customers through up-selling and cross-selling

Key principles

Good sales training such as this will certainly install new skills and lift motivation. However, we know from experience that effective prospecting is best with a structured, highly targeted and sustained approach.  Our model achieves just this using a proven model and tools that can be applied over a period of time, supported by the Organised Persistence coach as required.

It is suitable for almost any size or type of business in any market. Built-in to the training programme is a ‘before and after’ analysis to measure the effectiveness of the training in terms of new business generated. This means that the only risk is not using Organised Persistence.

Special feature: Using Linkedin as a prospecting and CRM tool

This is a hands-on (depending on wifi access) look at many advanced uses.

What is Organised Persistence?

Developed by Graham Roberts-Phelps, it is based on years of experience, hours of research with hundreds of different businesses and thousands of sales people. It is both a skill-set and structured process. Simply, Organised Persistence is a proven methodology for achieving and sustaining new business sales in a B2B environment.

Ten elements of the Organised Persistence methodology 

1. Mindset
2. Set clear, written, sales-gain objectives
3. Create a WIT activity plan and daily prospecting routine
4. Prospecting and sourcing methods
5. High impact messages and advanced prospecting skills
6. Reporting and sales tracking
7. Linkedin – the secret weapon in your armoury
8. First meeting / sales pitch planning
9. Sharpen your pricing, proposals and pitch
10. Call-back closing techniques

Please call 07515 851 691 or email contact@grahamphelps.com for more details.

“It’s not what you do, but how you do it that makes the difference.”

About Graham Roberts-Phelps

I specialise in helping companies, sell smarter, serve customers better,communicate clearer and focus sharper. I do this through business training, presenting and consulting.

Since 1993, I have personally trained and worked with over 20,000 people, in 25 different countries, from hundreds of organisations.  I have also written over ten books on training and business. NLP Master trainer.

I also have a detailed knowledge and understanding of recruitment, training many hundreds of recruitment consultants and specialists in a range of organisations, as well has being a client. A telephone or email reference is available from a recruitment client.

PROFIT: Account Management and Development

This two day course looks at how best to manage and develop key accounts. It is specifically designed for quick, consistent, easy and effective development of pro-active account development.

1. Developing a ‘best practice’ approach to account management.
2. Providing more consistency and structure in developing and growing business from both existing accounts and new potential customers.
3. Improving the ability to sell additional services proactively.
4. Using the PROFIT account plan and methodology.

Notes: Participants will be asked to bring details with them of two ‘significant’ accounts.  Exercises, planning sessions and role-plays will then be constructed and focused on these real-life examples during the course.

Overview of the six PROFIT principles

Performance

Good account management goes way beyond the management of opportunities. How you measure your accounts and what you measure will largely determine the direction and focus of your development of both new and existing revenue streams. This module defines best practice account management measures and metrics, both activity- and results-based. It examines very practical ways in which performance of both existing and prospective accounts can be easily monitored and progress highlighted. This includes use of a one-page customised account ‘dashboard’.

Relationships

Using a relationship matrix approach, it is vital that relationships are created, developed and co-ordinated at all levels in accounts, where appropriate. You should work on developing both a coach and senior level contacts. Relationship management should be approached in a structured and planned way, using online and offline sources of information.

Opportunities

A good account manager will view an account as a revenue stream, with a series of linked or consecutive opportunities. These should cover short-, medium- and long-term business development cycles. Accurate qualification, regular review and organised persistence are the three essentials for developing opportunities pro actively.

Feedback and retention

This section looks in detail at customer and account retention in a positive and pro-active way. First ensuring a high-level of customer satisfaction, but then building on this with a series of steps and initiatives. Identifying ‘at risk’ clients is also covered, and how to respond to customer dissatisfaction.

Influence

Advanced persuasion, communication and people skills are a pre-requisite to developing accounts and opportunities effectively. This is particular true in promoting new or solution-based propositions. This session looks at how to increase your influence at a senior level.

Teamwork

This is an essential skill of effective account management. Prioritisation of accounts, managing daily activities, effective horizontal delegation and co-ordination of others within an account structure are all covered. I also include aspects of virtual team management and effective communication

Outline for the course

Performance

1. PROFIT – Introduction
2. Introduction to the PROFIT model
3. Design and build a monthly account dashboard for all types sizes of account
4. Prioritise and manage accounts and customers pro-actively and successfully using proven planning tools
5. Develop a cross-selling strategy

Relationships

1. How to build and manage key relationships within an account
2. Qualifying and managing key influencers accurately
3. Producing a ‘relationship matrix’ for each account quickly and easily
4. Approaching and developing new contacts strategically
5. Tools and techniques for successful tracking of contacts and call-backs
6. Developing a coach or advocate in every client site pro-actively

Objectives and goals

1. How to establish your competitive position within an account
2. Know how to set, monitor and track key objectives for accounts over the short, medium and long term
3. Selling against the competition – developing both long and short sales strategies
4. Understand the concept of long-term customer value and the importance of adapting a customer-focused attitude
5. Setting jointly agreed goals, objectives and business plans, and tracking their successful implementation

Feedback and service

1. How to monitor and track your customer’s perception and satisfaction with your organisation, products and services
2. Building a personalised satisfaction matrix for each account – plus making each customer feel ‘special’
3. Customer review meetings: best practice in building loyalty by regular joint planning events
4. Spot and react to early warning signals that may cause an account’s loyalty to fade, reduce revenue or cause a customer to change system usage
5. Developing a loyalty strategy for key accounts or groups of smaller accounts

Influence

1. How to integrate your solutions with the customer’s business needs and processes
2. Getting your message and strategy across to C-level contacts
3. To be able to better anticipate, identify, create, and develop business opportunities within an account.

Teamwork

1. Working with others inside your organisation to achieve your account goals
2. Managing and working with a virtual team
3. Creating internal communication loops that work.
4. Managing your accounts effectively

Putting it all together

Personal account reviews, personal learning summary and action plan

Graham Roberts-Phelps

contact@grahamphelps.com

07515 851691

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Graham Roberts-Phelps and associates

Consultative, value and solution selling skills

Based on twenty years of experience in B2B selling, this course incorporates the best of ‘old school’ models, but also defines a new code of business development. Includes many NLP based skills.

What is solution selling?

Solution selling means selling the way your customer wants to buy, not how you want to sell. In practice it is about creating compelling reasons to change.

In a transaction sale the customer knows the answer or solution without help from a salesperson, or is prepared to stay with what they have.  Customer decision criteria are price and convenience, customers resent time spent with (new) salespeople, mainly because the salesperson adds little or nothing to what they have and steals time.

In a consultative or solution sale the customer doesn’t know the answer or solution (or cannot see the advantage of your solution) without help from a salesperson.  The salesperson must take the role of an advisor, not just a ‘product promoter’. Customers demand expertise, advice and customisation during the sales process. Often customers insist on multiple meetings with salespeople and others to develop advantages that you can bring and reduce the perceived risk of changing. In this way the salesperson often adds more value than the product or service.

Each course is a unique event and can be run anywhere in the world of your choosing. Workshops are ideally suited to groups of around 12 participants. Detailed workbooks and training aids are provided.

An optional pre-course one-day consultation is available for specific tailoring.

Sales Accelerator (advanced selling)

Sales Accelerator is a fresh approach to improving sales skills in three specific areas: Activity, Value and Conversion. It also focuses on a creating a series of business productivity metrics to improve sales management and sales productivity. Three day course, one day a month over three months.

PROFIT: Major account management

This course is a complete program, based around the PROFIT model. It is specifically designed for quick, consistent, easy and effective pro-active development of key or major accounts.

Strategies for the complex sale

SSCS is a fresh approach to improving sales skills, strategy and methodologies for the complex sales process. It focuses on a creating a series of business develop ment tools, skills and practical strategies. Two day course, with customisation.

Writing winning sales proposals

The overall purpose of this course is to enable participants to improve the impact, clarity and accuracy of preparing and presenting business documents and particularly sales proposals. Two day course.

iProspecting – Tapping the power of Linkedin

 A hands-on practical work for business owners, professionals, marketing and sales managers.

• Are you ‘on’ Linkedin but not sure how to use it or what to do now?
• Do you need to make valuable connections in business?
• Looking for an easy way to build relationships with customers, contacts and prospects?
• Need more structure and discipline to your networking activity?
• A business professional that works on referral and recommendation?

Overview

There is little doubt that in the business world, Linkedin is one of the most powerful and easy to social media sites available. In fact, many consider it essential.

However, being ‘on-it’ is not enough. This half-day workshop will give you dozens of practical tips, ideas and techniques.  Best of all, the entire session will be spent building your profile and connections on-line – this is a very practical course!

You will leave the iProspecting Linkedin workshop with quality profiles, connections and applications setup, live and working on Linkedin. Plus, plenty of ideas on how to use them to generate leads and connections successfully in just a few hours a week.

How should attend

Business owners and principals, professionals such as solicitors, accountants, etc., sales managers, freelance specialists, job seekers, HR professionals.

Key sessions:

1. Linkedin overview: What it is, who’s using it, how it started, where it’s going and what benefits you might look for and expect.
2. Business applications of Linkedin: An introductory look at how you can make use of this site and combine it with more traditional methods of marketing activity. Linkedin can also be used as the core of your prospecting and CRM activities.
3. Linkedin groups: A tremendous goldmine of contacts and information
4. Building your Linkedin network: There are rule and protocols but more importantly you should know who you are looking for and why. Also, the benefits of being an ‘active’ contributor.
5. Linkedin company pages, jobs and applications: Tips, tricks and ‘hidden’ features.
6. Linkedin search tools: Finding people and companies.
7. Linkedin advertising: How it works and putting your first advert online.
8. Integrating Linkedin into your Outlook and daily routine.
9. Daily Linkedin tasks: How to manage to your Linkedin network in just 30 minutes a day.
10. Action plan

Please bring your lap-top.

To reserve your place or enquire about running this program in-house please email info@iprospecting.com or contact@grahamphelps.com.

A range of quality, professional customer service training courses, personalised and delivered on an in-house basis.

Brilliant Customer Service

The overall objective for this course is to raise customer service and support standards and instruct, equip and inspire participants to delight customers at every opportunity. The training is very practical and objective. There are very clear and specific skills, models and techniques covered. One day workshop.

Service with a sale

This is an intensive service and sales improvement training workshop. It is suitable for indirect or customer-service focused telephone based staff and approaches. Focus on up and cross-selling as well as raising service experience and general sales effectiveness. Two one day workshops (inbound and outbound).

Dealing with difficult customers

This is an advanced skills workshop which will better equip service specialists to deal with challenging customer situations. There is clear focus on improving loyalty and retention through better handling of customer dissatisfaction. One day course.

Customer service for technical specialists

Managing complex customer problems and service requests takes good technical knowledge and excellent customer skills. This course is customised around client specific situations and examines the standards, systems and skills for achieving high levels of customer satisfaction. Two day course.

Does your customer service have The ‘X’ Factor?

Whether for profit or pride, generating revenue or keeping goodwill high levels of customer service are vital to any organisation. Good customer service is also one of the most important ways to achieve market differentiation, encourage loyalty and lower costs inside your business. We help our customers serve their customers better by helping them with the ‘X’ Factor:

• EXcellent skills, whether telephone or face to face – we can boost your team’s skills with our ‘Brilliant Customer Service’ training course, and this is one of our most popular training courses.
• Managing and eXceeding eXpectations – making ‘under promising and over delivering’ and way of life.
• Creating a positive and personalise customer eXperience consistently.
• Reducing customer eXit by designing and training staff in customer retention.
• Improving sales by up and X-selling – our unique programme “Service with a Sale” has been attended by literally thousands of customer service people.
• Turning around technical and support issues by giving clear eXplanations – we have specialist help/technical support desk training courses.
• Dealing with more eXacting customers turning problems into opportunities.

Please contact me on the email or telephone 07515 851 691 for more information.

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