busy to train – too pressured not to!!
find that sales managers of the most senior commercial teams have a genuine
challenge facing them – their team are continuously stretched by better
and better buying teams and at the same time the pressures on their time
make the luxury of 2-3 day training sessions a step too far.
solution is to package all of the core skills associated with a given role
into a “Deep Dive” Modular Programme – this then takes
the form of a self study reference document and clearly establishes the company standards.
The commercial staff have the
flexibility to study in their own time and so there are no excuses for
failure to adhere to the minimum operating standards.
The theory is reinforced with one day intensive
“Skill Builder” sessions in which the focus is not on learning
theory but on real life role play and practicing the successful application
of the theory previously learned in a fluent and powerful way. Staff only
attend “Skill Builder” workshops when a specific need is
identified by their line manager and so training is both necessary, wholly
bought into by the staff attending and time efficient.
Play the Customer
Positive and negative customer experiences
accumulate little by little until they feel huge. We’d like our readers to help us gather
some anecdotal evidence by entering the Customer Experience Accumulator
Send us your customer experience stories and we’ll pick out the best one to feature in
the next edition. If ‘Good’,
what was memorable and what will you tell your friends? If ‘Bad’ where did
the gap between your expectation and experience occur and what was your
response? The winner will also receive:- a bottle of Taittinger
Send us your experience to
This quarter our customer experience examples are
The futures bright,
but is it orange? Download
Car Phone Warehouse
What’s Going On?
Is it only me or have they lost the plot? Download