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Miodrag Kostić, Director VEZA d.o.o. ’Sales and customer service improvement program’. www.businessknowledge.biz. Why?. What’s in it for you? Why do you need our program? 20% of buyers will bring you 80% of income 20% sales chances will bring you 80% of sales

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Miodrag Kostić, Director VEZA d.o.o.

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Miodrag kosti director veza d o o

Miodrag Kostić, Director VEZA d.o.o.

’Sales and customer service improvement program’

www.businessknowledge.biz


Miodrag kosti director veza d o o

Why?

  • What’s in it for you?

  • Why do you need our program?

  • 20% of buyers will bring you 80% of income

  • 20% sales chances will bring you 80% of sales

  • 20% of your employee activities will bring you 80% of results

  • 20% of your business activities will bring you 80% of your profit

How to discover and use this 20% of chances?


Miodrag kosti director veza d o o

Why?

  • If our goal is to improve sales and customer service!

  • What are the practical results of our program?

  • Better relationship with customers who are loyal (they come back)

  • Better relationship between satisfied employees (they do better)

  • Better relationship between management and employees (they do more)

  • Better relationship between owners and employees (they earn more)

Return on investment = 25 times the money spent on training!


Miodrag kosti director veza d o o

  • What are we going to do?

  • (9 steps towards improvement)

  • Step - Examine your situation and needs (where are you now?)

  • Step-Define your sales goals (where do you want to go?)

  • Step - Establish what we need to do (how do you get there?)

  • Step- Create the training plan based on research and analyses

  • Step - Implement initial employee training (based on needs)

  • Step-Assess the initial training results and establish new needs

  • Step-Implement additional employee training (success optimization)

  • Step-Evaluate successfulness of the project and prepare reports

  • Step - Suggest the best way of sale system improvement


Miodrag kosti director veza d o o

How to implement

initial training?

What kind of

training is needed?

What are initialtraining results?

5

4

6

What do you need

to do?

How to implementadditional training?

7

3

What are wholetraining results?

What are your

sales goals?

End result is bettersales and customer service

8

2

What is your current

situation?

How to continually

improve?

9

1

Why do we answer these questions?


Miodrag kosti director veza d o o

  • Package 1–Customer service- ( 2 + 6 days )

  • (focus on customer service improvement)

  • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule

  • Two day training “Customer service basics" (combination of appropriate customer service modules)

  • Two day training “Advanced customer service" (combination of appropriate advanced customer service modules)

  • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training)

  • Two day training (success optimization) with modules created to reinforce important sales training segments (like conflict resolution, servicing clients etc)


Miodrag kosti director veza d o o

  • Package2–Sales- ( 2 + 6 days )

  • (focus on sales improvement)

  • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule

  • Two day training “Personal selling basics" (combination of appropriate personal selling modules)

  • Two day training “Advanced sales negotiation" (combination of appropriate advanced sales negotiation modules)

  • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training)

  • Two day training (success optimization) with modules created to reinforce important sales training segments (like selling system steps etc)


Miodrag kosti director veza d o o

  • Package3–Sales and customer service- ( 2 + 8days )

  • (focus on sales and customer service improvement)

  • One dayCurrent state and needs assessment and analyses,crating detailed training plan and schedule

  • Two day training “Personal selling basics" (combination of appropriate personal selling modules)

  • Two day training“Customer service basics" (combination of appropriate customer service modules)

  • Two day training “Advanced sales negotiation" (combination of appropriate advanced sales negotiation modules)

  • One dayworking with employees examining how much is acquired knowledge applied at work (assessment and analyses of initial training)

  • Two day training (success optimization) with modules created to reinforce important sales training segments (like selling system steps, services etc)


Miodrag kosti director veza d o o

www.salesknowledge.biz

VEZA d.o.o.

Ljubice Ivošević 23

11136 Beograd

Tel/fax: 011 23 99 467

Email: [email protected]

www.veza.biz

Director

Miodrag Kostić

Mobile: 063 60 80 26

www.businessknowledge.biz


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