Fundamentals of SLA, RFP&FFI

Program Duration: 3Days

Program Objectives:

By the end of this program, participants will be able to:
• Understand the crucial role of SLA in enhancing and sustaining level of service
• Define SLA requirements
• Define services and meet stakeholders needs
• Enhance SAL review and measurement competencies
• Manage SLA and identifies areas of change and improvement
• Develop professional RFP and RFI for meeting the organizational requirements

Program Contents:
Intellectual Dimensions of SLA
• SLA concept and importance in today’s realm of business
• SLA an uniqueness of telecommunication services

SLA Process
• Identification of stakeholders business needs and expectations
• Determining elements of the service
• Illustration of service requirements

SLA Forms
• Harmonizing SLA with the telecom provider organizational culture and styles
• Understanding individual customers and group needs and goals
• Developing and drafting an appropriate SLA format

Monitoring and Reviewing SLA
• Importance of monitoring and measuring SLA outcomes
• Measuring SLA performance against established KPIs and goals
• Identification of areas of improvement

Request for Proposal
• Importance of RFP
• RFP and organizational needs and requirements
• RFP style and format
Program Design and Target Participants:
This program is designed for Managers, team leaders, supervisors and those who are looking for leveraging their SLA, RFP &RFI competencies.

Program Delivery Methods:
• Self – Assessments.
• Workshops.
• Individual and group exercises
• Case studies.
• Presentation
• Projects

 

Professional Selling Techniques

Program Duration: 4 Days
Program Objectives:

By the end of the program, participants will be able to:
• Be more confident in mastering sales process.
• Identify customer needs and requirements.
• Discover customer purchase triggers and capitalize on them.
• Open and close sales professionally.
• Present a product or service that adds a real value to the customers.
• Negotiate and deal with customer objectives.

  • Program Outcomes:
    Deploy human behavior model in understanding customer needs.
    • Utilize questioning techniques for professional sales.
    • Apply body language skills for supporting process.
    • Develop action plans for developing sales relationship with the concerned customers.
  • Program Contents:
    Planning of Sales Meeting

    Awareness of the customer.
    • Appreciation of the relationship with the customer.
    • Preparation of the company products and services portfolio.
    • Objectives setting.
  • Opening a Sales Meeting
    Rapport building.
    • Strategic positioning of the company.
    • Examples of the company initiatives and value added solutions to customers.
    • Exploration of the buyer’s intents and desires.
  • Identification of Customer Needs
    Identifying customer needs and expectations.
    • Understanding customer behavior.
    • Listening to the voice of customer.
    • Utilization of questioning techniques.
  • Customer Centric Selling Process
    Selling strategies that add a value.
    • Consultative selling and the proposed solutions.
    • Negotiating for win – win.
    • Handling customer objectives.
    • Building partnership.
    • Closing the sales.
  • Program Design and Target Participants:
    This program is designed for sales team leaders, supervisors and sales representative who are eager to distinguish themselves as
    Sales professionals and real partners in the customer’s success.
  • Program Delivery Methods:
    Assessment.
    • Workshops.
    • Role plays.
    • Video case studies.
    • Individual and group exercises.

Perfume Selling Techniques

Program:
Perfume Selling Techniques

Program Duration:
3 days

Program Objectives:
By the end of this program, participants will be able to:
• Be more confident in mastering sales process.
• Identify customer needs and requirements.
• Discover customer purchase triggers and capitalize on them.
• Open and close sales professionally.
• Present a product or service that adds a real value to the customers.
• Negotiate and deal with customer objectives.

Program outcomes:
• Deploy human behavior model in understanding customer needs.
• Utilize questioning techniques for professional sales.
• Apply body language skills for supporting process.
• Develop action plans for developing sales relationship with the concerned customers.

Program contents:
Planning of Sales Meeting:
• Awareness of the customer.
• Appreciation of the relationship with the customer.
• Preparation of the Royal Diwan Group perfume products and services portfolio.
• Objectives setting.

Opening a Sales Meeting:
• Rapport building.
• Strategic positioning of the company.
• Examples of the Royal Diwan Group initiatives and value added solutions to customers.
• Exploration of the buyer’s intents and desires.

Identification of Customer Needs:
• Identifying customer needs and expectations.
• Understanding customer behavior.
• Listening to the voice of customer.
• Utilization of questioning techniques.

Selling Perfume:
• The sense of smell
• Types of perfume products
• Professional skills for testing a perfume and influencing a customer
• Offering consultative selling for perfume

Customer Centric Selling Process:
• Selling strategies that add a value.
• Consultative selling and the proposed solutions.
• Negotiating for win – win.
• Handling customer objectives.
• Building partnership.
• Closing the sales.

Program Design and Target Participants
• This program is designed for sales team leaders, supervisors and sales representative who are eager to distinguish themselves as
• Sales professionals and real partners in the customer’s success.

Program delivery method:
• Assessment.
• Workshops.
• Role plays.
• Video case studies.
• Individual and group exercises.

Programs Venue:
Coral Diera hotel-Dubai

 

Effective Marketing Management

Program Duration : 3 Days

Program Objectives: By the end of this program, participants will be able to :
• Understand marketing dynamism
• Analyze customer needs , motives and desires that formulate customer behavior
• Position company products and services in the market
• Promote company brands
• Develop competitive marketing strategies

Program Contents
Intellectual Dimensions of Marketing
• Concept and importance of marketing
• Evolution of marketing
• Main Components Of Marketing
• Marketing Framework
• Marketing Analysis and research

Drivers of Consumer Behavior
• Define Consumer Behavior
• Consumer Buying Decision Process
• Consumer Behavior And Its Affect On Purchases
• Consumer needs and desires and its impact on Marketing Plans

Developing A Marketing Plan
• Attributes Of A Marketing Plan
• Types Of Products
• Product Life Cycle
• BCG Matrix
• Pricing Strategies
• Product Or Service Distribution
• Marketing plan and promotion

Product and Market Assessment
• Know your product
• Product Assessment Cycle
• Target markets and product assessment

Target Marketing and Segmentation
• Concept of segmentation
• Market Segmentation methods

Positioning your product
• Brand Positioning
• Develop Your Own Brand Position

Marketing Mix
• Marketing Mix
• Promotion Mix

Marketing Strategy
• What is marketing strategy
• Types of marketing strategies
• Porter 5 strategies
• Developing a competitive marketing strategies

Program Design and Target Participants:
This program is designed for those who are interested in leveraging their marketing competencies and penetrating markets

Program Delivery Methods
• Self- assessments
• Workshops
• Case studies
• Exercises
• Action plans

 

Customer service excellence

Program Duration: 3 days.

Program Objectives:
By the end of this program, participants will be able to:
• Understand the intellectual dimensions of customer service.
• Leverage customer service competencies.
• Deal with customer needs and expectations efficiently.
• Interact and communicate with different types of customers.
• Convert customer complaints into real opportunities for improving business.
• Be emotionally intelligent customer service employee.

Program Outcomes:
• Develop customer service mindset.
• Apply customer service excellence standards and best practices.
• Utilize problem solving technique for dealing with customer complaints.
• Develop an action plan for self – development.

Program Contents:
Intellectual Dimensions of Customer Service
• Customer service mindset.
• Customer service excellence and total satisfaction.
• Management new perspectives and management by customer.
• Importance of customer service.

Customer Needs and Motives
• Understanding human behaviors.
• Psychological and emotional needs of customers.
• Building trust bridges with customers.

Communicating with Customers
• Impact of dynamic communication on customer service.
• Pro – active listening skills.
• Dealing with different types of customers.

Quality Customer Service
• Customer service quality is a journey towards excellence.
• Customer service quality standards.
• Excellence standards.

Dealing with Customer Complaints
• Customer service centric strategy and customer complaints.
• Listening to the voice of customer and identification of complain causes.
• Win – Win solution and customer satisfaction.

Self – Development and Customer Service Excellence
• Dealing with time and stress.
• Setting and prioritizing objectives.
• Dealing with work interruption and time wasters.
• Dealing with work stress.

Program Design and Target Participants:
This program is designed for supervisors, CSR’s and employees who are looking for leveraging their customer service competencies.

Program Delivery Methods:
• Self-assessment.( Pre and Pro- Program Assessment)
• Workshops.
• Group discussion
• Exercises.
• Role plays.
• Case studies.

 

Customer Satisfaction Surveys: Tools and Techniques

Program Duration: 3 Days

Program objectives:
By the end of the program, participants will be able to:

  • Understand the critical role of customer satisfaction surveys in improving the quality of services, products and processes.
    • Collect and classify and analyze gathered data.
    • Listen to the voice of customer.
    • Interpret and suggest optional solutions for continuous improvement.
    • Adopt the most appropriate decision.

Program Outcomes:
• Identify and deal with customer needs and requirements.
• Design accurate and reliable questionnaires that reflect customer attitudes.
• Utilize adequate surveys approach and techniques.
• Utilize statistical tools and analysis in analyzing and interpreting information.
• Make the right recommendation and plans for improvement.
• Provide accurate feedback to the customers.

Program Contents:
Conceptual and Intellectual Aspects of Surveys
• Concept and importance of customer satisfaction surveys.
• The distinctive link between surveys, organizational performance and strategic directives.

Types of Surveys
• Electronic Surveys.
• Web – Based Surveys.
• Text – Based Email.
• Hand – Held Responder.

Manual Surveys
• Paper – based survey.
• Customer satisfaction surveys.
• Employee satisfaction surveys.
• Surveys on specific service or employees related issues.

Survey Design
• Survey objectives.
• Survey components.
• Types of questions.
• Rating scales.

Survey Sampling and Data Collection
• Survey sampling.
• Data collection approach.
• Classification and segmentation of data.
• Interpretation and presentation of data.

Decision Making and Continuous Improvement
• Using survey outcomes in making decisions.
• Communicating survey results and continuous improvement initiatives to customers.

Program Design and Target Participants:
This program is designed for managers, team leaders, supervisors and staff in customer services, HR, marketing, quality and excellence departments.

Program Delivery Methods:
• Workshops.
• Individual and group exercises.
• Case studies.

 

Customer Relationship Management

Program Duration: 3 Days.

Program Objectives:
By the end of the program, you will be able to:
• Understand the concept and essence of CRM
• Develop customer relationship strategy within Home Appliances Division of Juma Almajid Group.
• Select the most effective tools and solutions for enriching customer experience and expectations.
• Retain and entertain customers based on customer relationship strategies.

Program Contents:
Intellectual Dimensions of CRM
• Concept and goals of CRM
• Evolution of CRM
• CRM components and drivers
• CRM as a product, process and value
• CRM in a service industry
• CRM Packages

Managing Customers
• Identification and segmentation of customers
• Customer lifetime value
• Effective utilization of Pareto rule in managing customers
• Customer value and hierarchy of the services

Customer Centric Strategy
• Customer centricity definition and importance
• Customer centricity as an integrated approach for solutions
• Customer centric strategy

CRP Operations
• Sales management
• Sales force automation
• Mobile sales force automation
• Marketing automation
• Campaign management

Continuous Improvement in CRM
• Obstacles and problems in CRM
• CRM as a business process
• Communication channels and customers in CRM

Program Design and Target Participants:
This program is designed for senior and mid level managers who are keen about leveraging their CRM competencies for managing and retaining their customers

Program Delivery Methods:
• Self – Assessments.
• Workshops.
• Individual and group exercises.
• Outdoor activities.
One to one sessions by a professional
Second .The Required Programs for Front Line Staff

 

Cross Selling Skills

Cross Selling Skills
General Target
It has been long accepted wisdom that it’s easier to expand share-of-wallet with existing customers through cross selling it is to find new customers. Most of those who try to exercise this truth, however, succumb to the temptation to look at their array of products or services and decide how many of these could be added to the portfolio of the customer’s purchases. Unfortunately, this approach has been shown to fail every time. Effective cross selling starts with an analysis of what needs the customer has (particularly those they may not be aware of) that the seller can answer in unique and differentiated ways
Training audience: PO Box counter staff; corporate sales teams, call centre staff, internal teams
What Will You Gain From the Course?
• Learn how to match your customers needs to the accompanying products and services that you offerز
• Understand motivational needs of customer segments
• Learn how to introduce the best matched products to your customers at the right time
• Understand what makes people buy
• Listen and quickly match a need with a cross sell product or service
• Ask effective on-target qualify questions
• Learn when to cross sell and when to up sell
• Describe an effective cross selling system
• Gently refocus resistance to a cross sell
• Use value proposition techniques to test for acceptance: need, interest, indifference
• Apply one or more of the six modern influencing techniques
• Know when to offer advise or suggestions even if not tied directly to a cross sale product or service
• Axes session
• Difference and benefits of:
o up-selling
o cross-selling
• Questioning techniques to pull information from the customer
o The use of question.
o Open, probing, and close questions
o Using questions to elicit needs
o Identifying useful questions
• Enhancing on features and benefits
o knowing the nuances and details of your product portfolio
• Negotiating to gain a win/win outcome
• Using your Unique Selling Point (USP) to your advantage
• How to look out for buying signals and gain commitment
• Setting achievable and realistic objectives
• Assertiveness: building the confidence to sell
• Positive and negative language
• Turning difficult situations to your advantage
• Using listening skills to sell to customers’ needs
• Handling objections professionally

 

Branding

Program Duration: 2 Days

Program Objectives
By the end of the program, participants will be able to:
• Understand the concept and importance of branding
• Enhance QMA brand identity
• Empower QMA employees to be ambassadors
• Manage and plan internal and external brand launch
• Monitor and measure brand

Program Outcomes
• Apply tools and techniques for market segmentation
• Develop a strategy map for strengthening QMA brand

Program Contents
Intellectual Dimensions of Branding

• Concept of branding
• Benefits of branding
• The emotional side of branding
• Cardinal rules of branding management

Brand Management Process
• Brand research and market segmentation
• Linking brand strategy to corporate strategy
• Planning launch of the brand messages
• Effective deployment of brand campaign

Brand Promotion
• Advertising and promotion strategy
• Plans for enhancing and sustaining QMA brand

Delivering Value
• Brand value
• Brand identity
• Developing a value

Measuring Branding
• Measuring brand equity
• The asset value of the brand

Program Design and Target Participants:
This program is designed for brand managers, product developers, promoters and those who are involved in brand management.

Program Delivery Methods:
• Workshops.
• Individual and group exercises.
• Group discussion.

 

Automotive Selling Techniques

Program Duration: 5 Days

Program Objectives:
By the end of the program, participants will be able to:
• Be more confident in mastering Car sales process.
• Understand the psychological and emotional aspects of sales.
• Identify customer needs and requirements.
• Discover customer purchase triggers and capitalize on them.
• Approach and persuade customer.
• Open and close sales professionally.
• Present a car model or a service that adds a real value to the customer.
• Negotiate and deal with customer requirements.
• Turn customer objections into real selling opportunities.

Program Outcomes:
• Deploy human behavior model in understanding customer needs.
• Utilize questioning techniques for professional sales.
• Apply body language skills for supporting car selling process.
• Develop action plans for developing sales relationship with the concerned customers.

Program Contents:
Power of Attitude
• Attitude concept
• Attitude of service not selling
• Reflection of the sales person attitude
• Techniques for reshaping your attitude and converting negative attitude into positive driving forces

Receiving and Greeting Customers
• The magic touch of the professional reception
• The crucial role of the sales person body language
• Distribution of business cards
• Selection of questions and questioning techniques
• Developing positive feelings
• Speaking the same language of a customer
• Sharing ideas and concepts
• Appreciation of the relationship with the customer

Opening a Sales Meeting
• Rapport building.
• Exploration of the buyer’s intents and desires.
• Identifying customer needs and expectations.
• Understanding customer behavior.
• Listening to the voice of customer.
• Strategic positioning of Hyundai.
• Examples of Hyundai initiatives and value added solutions to customers.
• Utilization of questioning techniques.

Selling Process
• Psychological and emotional aspects of sales
• Developing an interest in the car
• Do not criticize a customer car
• Focus on the car value and the model added value
• Demonstration of the car main features and benefits

Responding to Customer Questions
• May I come back later?
• Let me think about this model?
• Let me assess your initial offer?
• What is your best price?
• Can I get more discounts?

Customer Centric Selling Process
• Selling strategies that add a value.
• Consultative selling and the proposed solutions.
• Negotiating for win – win.
• Handling customer objections.
• Building partnership.

Taking Control of the Situation
• Rules of success
• Removing fears of failure
• Can do strategy

Closing the Sales
• The cost of not closing
• Closing is a service
• Techniques for closing a sale
• 20 rules for closing a deal
• Relationship and the close

Program Design and Target Participants:
This program is designed for sales persons who are eager to distinguish themselves as
Sales professionals leverage their sales competencies and increase their productivity.

Program Delivery Methods:
• Assessment.
• Workshops.
• Role plays.
• Video case studies.
• Individual and group exercises.