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The final curriculum will be drawn up after a customization consultation with senior managers of client organization
INTRODUCTION
Each participant uses his/her actual KAM efforts as case studies; Featuring widely-used B2B problem-solving solution selling techniques, processes, systems, how-tos, S.O.P.s and strategies used by Fortune 500 companies, adapted to suit the Asian business environment; 40% expert input (or lecture), 60% audience participation (learning by doing); Each participant receives a comprehensive fact-filled workshop-manual-cumresource-book for easy on-the-job reference; Each participant receives zipped folders containing over 50 articles on KAM and selling skills written by various authors; Program developed by HRD Gateway Management Development Centre faculty members, used under licence Validated by EDS (Executive Development Seminar) of Advance Academy Resources Sdn Bhd for CEU award purposes; Endorsed by HRD Gateway, malaysiaHRonline, HumanTalents International, and Training Malaysia; In association with HRD Gateway, this program offered in: India, Pakistan, Sri Lanka, Singapore, Malaysia, China, Taiwan, Indonesia, Brunei, Thailand, Cambodia, Vietnam, Laos, Myanmar, Philippines, Czech Republic, UAE, and USA.
OBJECTIVE To help participants acquire and internalize tested, proven and widely used key account management techniques using engineering and project management approaches, so that participants achieve high repeat sales results.
POWERFUL BENEFITS PARTICIPANTS WILL RECEIVE You will.. Go thru the key account management roadmap Discover how to create credibility in prospects' minds Put on your key accounts hat and experience what they go thru in a buying process Learn the S.U.S.U. model Learn how to turn key account management into a science and a project Know who to deal with within the client organization Identify key players in a complex buying situation Learn how to gain access to key decision makers Learn how to manage internal customers Discover the power of CEO Mentality in KAM success Find out about the one key ingredient to communication success Learn powerful listening tips Learn about end-to end-selling Be aware of moments Of truth in key account management
Learn how to liaise with heads of departments Understand Level 5 leadership concepts Learn how to make people remember you fondly for life Know how to apply CESAWL -- the customer engagement process Find out why you want customers to complain. Learn the Ron Zemke service disaster recovery process Find out why customers stop buying from your company
WHO SHOULD ATTEND? All key account managers, sales persons, sales managers, marketing managers. In short, your entire sales and marketing team.
PROGRAM TOPICS Small group discussion: Challenges & problems I face when I deal with key accounts Purpose: to enable trainer to focus on such challenges / problem during the course of the program The KAM roadmap The key account manager and the customer The sales functiong Relationship with Sponsor Leveraging for the future Liaison with internal customers CEO Mentality Who to deal with in a key account Introducing the S.U.S.U. Model Buying influences: Sponsor, User, Sourcer Evaluator, Ultimate Decision Maker Characteristics of the four buying influences Degree of influence How to gain access to the key decision maker If theres no problem, theres no change Case study: One recent successful sale you made t
How to sell in the current downturn when customers have no budget The reality of the current financial meltdown Introducing Provocation-based Selling The Steps of Provocation-based Selling
Effective communication skills for key account management Stress-free listening Think of someone who (doesn't) listen The biggest problem in communications
Roadblocks to listening Power listening tips "We want every single dollar of client's budget" End-to-end-selling
Do what other sales people don't do -- increase sales productivity by solving problems "We are not selling commodities" Product centric selling versus solution centric selling Why product selling means swimming in the "red ocean" Characteristics and benefits of solution selling Solving customers' problems, the key to selling success How to get every single dollar of the customers' budget Introducing Customer-Centric Problem-Solving Solution Selling Solving customers problems -- the key to selling success The problem solving and solution selling model Creating a catalog of problems The pain -- the problem Problem ownership The three response situations Two levels of benefits Business success and personal win quadrant Building up your repertoire of success stories (testimonies, references) Results of total solution measured Case study: one sales effort you are working on When you are in front of the customer -- the F2F (face-to-face) tactical sales process Why customers agree to see you in the first place Introducing the F2B tactical selling model The concept of Pain-Pleasure Role play -- You are now in front of a prospect / customer Video-based case study -- What sales people can learn from a doctor
Moments Of Truth In Key Account Management Moments of truth in customer engagement Reasons for moments of truth Liaison with internal customers in serving the key account Indentifying the departments that serve the key account Liaison with heads of departments Resolving conflicts How to manage your subordinates Level 5 leadership skills for key account managers The concept of Level 5 Leadership Case studies
Strategies to apply in relation to KAM How to make people remember you fondly for life Creating A Right-brain Experience (CARE) Going Above and Beyond the Call of Duty (ABCD) The Customer Engagement Process Introducing the CESAWL model in customer engagement CESAWL role play Complaints, Complaints, Complaints We want customers to complain. Group discussion on bad service delivery Positive results of working with complaints and difficult customers. Case study -- How to handle a complaint The Ron Zemke service disaster recovery process What happens when you put the Ron Zemke model into action Why customers stop buying from your company Whos at fault? Getting rid of customer barriers Making it easier for customer to do business with us
A HIGHLY INTERACTIVE PROGRAM The trainers use the 40%-expert-input-/-60%-audience-participation formula in his training sessions. For maximum learning impact and retention, they use audience participation techniques such as individual exercises, group exercises / discussions, peer-teaching activities, case studies, role plays, humor, kinesthetic exercises, superlearning inducement / stress release exercises, subconscious-mind conditioning activities, music, and watching and discussing video clips.
Validated by EDS (Executive Development Seminar) of Advance Academy Resources Sdn Bhd in collaboration with Akamai University and Commonwealth Open University for CEU award purposes
Program offered in: India, Pakistan, Sri Lanka, Maldives, Singapore, Malaysia, China, Taiwan, Indonesia, Brunei, Thailand, Cambodia, Vietnam, Laos, Myanmar, Philippines, UAE, Czech Republic, and USA
Program developed by HRD Gateway International Management Centre Faculty Used under licence
Co-trainer DANNIEL LIM is an author, a passionate coach, an experienced speaker and MC. He has trained & spoken in Malaysia, Singapore, Indonesia, Vietnam, India & Hong Kong. He is a HRDC Certified Training Consultant active in the area of Leadership; Inter-Personal Skills Development (Emotional Intelligence / Communication Skills); Marketing & Customer Service; HR & Training Development; Organizational & Culture Development; Public Speaking & Presentation Skills; Personality Profiling; Behavioral & Mindset Development; Freedom of Expression and Stress Management. Danniel has 20 years of experience in a wide range of areas such as Education; Sales & Marketing; Certification; Consultancy; HR & Training and Organizational Development. Danniels career has been centered on SMEs & SMIs that deal with National & Multi-National Corporations as such he is well experienced with the best & worst of both worlds. Therefore he is well equipped to help deal with any organizations development needs precisely & effectively. Danniel is the Vice President of HRD Gateway (www.hrdgateway.org), a 40,000 member international non-profit organization dedicated to excellence in Human Resource Development. He is also the Consulting Director of HRD Gateway Management Development Centre (MDC) the education & development arm of HRD Gateway. He is currently studying for his MBA and at the same time conducting research & preparing to write his definitive doctoral thesis on the dynamics of personality in business as well as personal relationships. Danniel is Vice President, HRD Gateway Consulting Director, HRD Gateway Management Development Centre Faculty Member, HRD Gateway Management Development Centre Adjunct Faculty Member, Humantalents International Certified Training Consultant (TTT/0511) Human Resource Development Council Developer, Organizational Development Instrument Co-Developer, Cultural Overview assessment tool Co-Developer, Team Overview assessment tool Co-Developer, Personality Development Instrument Developer, Behavioral Development Technology Founder, the SIMPLY SPEAKING system Co-Developer, the Strategic and Tactical Speech Process Co-Author, The Art of Mastering Ceremonies Lecturer, Open University Malaysia President (2010-2011) Money & You KL Toastmasters Club
Competent Communicator, Toastmasters International Graduate, The Money & You Program Graduate, The Landmark Forum Graduate, The Silva Mind Method
His current & recent clients include Aker Solutions, The Ascott KL, AUO Sunpower, Commerce Dot Com (DRB Hicom Group), Delta Mediscience, Department of Civil Defense (JPA), DHL, Fire & Rescue (Bomba), Flextronics, GCEHC, Hilton Hotel Kuching, INSPEN, Jabil, Malakoff Corporation, Marinetime Enforcement Agency (APMM), Maybank, Maxis, Merck, Ministry of Health, NST, Prudential, Public Bank, RB Land, Real Rewards, Royal Malaysian Air Force (TUDM), Royal Malaysian Police (PDRM), Shell, Sime Darby, Southern Lion, Spansion, Symrise, Tan Chong, Telekom Malaysia, Western Digital, Xepa-Soul Pattinson, Zuellig Pharma, etc. Danniel is a proponent of the holistic Organizational Coaching approach as opposed to the surgical Training only approach when it comes to developing the people in an organization. In line with this approach, Danniel developed as a faculty of the HRD Gateway MDC the Organizational Development Instrument (ODI) which is primarily a set of three (3) audit and measurement tools; the first tool is the Cultural Overview for assessing and measuring your organizations culture and resilience; second, the Team Overview for assessing the teamwork and group dynamics of a department, committee, project team, etc.; while the third is the Personality Assessment Tool for assessing and analyzing the personality and thinking styles of employees.
Co-trainer The course leader, G K Lim (aka Sawadpong Limtrakul), is experienced in sales, marketing and business, and in cutting-edge adult learning techniques G K Lim (aka Sawadpong Limtrakul) < gk@gklim.com > is President of HRD Gateway, a 40,000-member international non-profit organization dedicated to excellence in human resource management. He is also a training consultant in the area of consultative / solution-centric selling skills, key account management, negotiation / persuasion / influencing skills, stress management, whole-brain intuitive 360-degree managerial leadership excellence, level 5 leadership, personal productivity / resilience skills, and mind / intuition enhancement. He holds an MBA from American Heritage University of Southern California, and currently working for his DBA from Ifugao State University, Philippines. He has had consulting and training assignments in Thailand, Indonesia, Malaysia, Singapore, Brunei, Philippines, Vietnam, India, Sri Lanka, Maldives, United Arab
Emirates, and China, and has appeared on TV2 (KL), TVM (Maldives), UNTV (Manila) and RPN9 (Manila). He is Fellow of the Institute of Sales and Marketing Management; Approved CMSI Sales Personnel Certification Advisor & Instructor; ISO Certified In Marketing & Sales (ISO CMS 991182); Certified e-Business Associate (EC-Council); Certified EC-Council Instructor; Certified Herrmann Brain Dominance Instructor; Certified Competency-Based Training & Education Instructor; Certified facilitator for "Psychology of Winning," "It's A Deal," "Adventures in Attitudes," and "You Were Born Rich Video Program;" Accredited Facilitator, Accelerated Entrepreneurs Development Program; Silva Mind Control facilitator; Associate, Profiles International; Process Implementation Specialist, SMI NLP practitioner; Affiliate, Jim Rohn International; Member, Ecumenical Society of Psychorientology; Member, Intuition Network; Founding Member, International Association of Coaches; President, HRD Gateway; Past President, China HRM; Principal Consultant, Human Resources Services; and Project Leader, HRD Gateway Management Development Centre program development project A partial list of in-house training clients include: ABB, Aesculap, Acer, Aon Vietnam, ANZ Bank Hanoi, B Braun, Bristol-Myers Squibb, Cadbury, Canon, Ciitibank, Cycle & Carriage Bintang, Datacard Group USA, Dell, Dexion, DHL, Digi, Euromedical, Flextronics, GE Toshiba Silicones, HAVI Food, IQPC Oil & Gas Dubai, IITM Sri Lanka, Intel, Jabil, Jaya Jusco, Komag, Landmark Graphics, Maersk Medical, Maybank, Maxis, Microsoft Thailand, Mitsui-O.S.K. Lines, Mitsui Sumitomo, NEC, New Zealand Milk, Nordberg China, Novartis Pharmaceuticals, O'Connor's, Panasonic, Permodalan BSN, Public Bank, PSA Maldives, PWTC, Reliance, Roche, Samsung India, Shell, Sime Darby, Singapore Institute of Management, Syngenta Crop Protection, Ta'aheel FZ. Dubai, Tara Prima Megah Bandung, Texchem, Tecumseh-Euro-Malaysia, TUDM, Wearne Brothers, Xepa-Soul Pattinson, Yves Rocher, and Zuellig Pharma
I have had the honour and privilege of sharing the seminar platform with many of the world's greatest speakers including Bob Proctor, Wayne Dyer, Deepak Chopra, Stuart Wilde, Dottie Walters and others. I count Mr. G.K. Lim amongst this group and I am doubly blessed to call him friend. I have personally done three seminars with Mr. G.K. Lim and found him absolute world class. It is very important to me when I do seminars in different countries to work with the countries' best in matters of "Success, The mind, and Sales, and Mr. Lim has proved to be fantastic. He has all of the international qualities whilst still being able to communicate with his fellow Asians from newcomers to C.E.Os. Any company would find their sales and productivity greatly increased after experiencing G.K. Lim. -- Michele Blood http://www.musivation.com, La Jolla, CA Thank you and congratulations on a great presentation!! Your presentation on "How to Thrive on Stress" were inspiring, humorous and most important of all informative. It touched home base and our hearts. We must really comment on your ability to handle crowds of all levels. Feedbacks from our directors, senior managers and middle management staff were more than impressive. You helped them to accept your message rather than driving home the point. Making it personal for them too, made the topic so refreshing. -- Fong Muntoh, Assistant Human Resource Manager Reliance Pacific Berhad Good job done. Interesting, helpful, practical. Trainer is very experienced. A good presenter Used real life examples. -- K K Chan, Manager, Sime Alexander Forbes Trainer is excellent. Good team work. Good participation. Relates well to audience. Pace is quick -- A Raj, Executive, Assoc. Motor Industries I have known G K Lim since 2003, during the early days of HRD Gateway, a 40,000-member international NGO dedicated to excellence in HRD/HRM. We would often discuss how HRD Gateway could grow and how Oak Training could help HRD Gateway members. GK contributed articles of interest to trainers and HR specialists, and these were published the Oak Training site. G K Lim has spent over three decades in the training profession, as a training specialist in the area of sales, negotiation, managerial leadership and stress management. I highly recommend him to those in need of services that he provides. An inspirational talent that adds so much value to everything that he gets involved with. -- Des Fitzgerald, Managing Director at Oak Training Ltd http://www.oaktraining.com/ Lively presentations. Useful tricks and methods with real life examples. Experienced presenter. This is the type of presenter who is favoured, rather than those PhD holders with vague knowledge who do not accept comments / ideas / opinion from others. Frankly, this is high rated workshop in my opinion. Mr G K Lim turned this boring topic into an interesting workshop. Good job! Good and interesting workshop! GK is an experienced facilitator. Useful for communication skills, practical methods with example are given. Excellent. Very practical. Easy to understand, with interesting examples. The program is practical and its applicable in all situations whether we are in product sales or education business. The sales approaches, closing techniques and ways to handling objections shared by the facilitator are very helpful and beneficial. What we need to do is to adapt them into the education industry. Can apply the principles learnt in the workplace and personal life. Informative workshop, good interaction, met objectives. -- Comments by lecturers, administrators and Heads of Divisions of TAR College after an inhouse program
For details of this inhouse program, please call / email.. HRD Gateway Sdn Bhd Kelly Teoh kelly@gklim.com ; kelly@hrdgateway.com Azura Ahmad azura@gklim.com azura@hrdgateway.com Tel.: +6-03-61005992 +6-019-2268987; +6-019-2764052 A2-03-04, Kempas A2, Genting View Resort, 69000 Genting Highlands, Malaysia B-23-2, Level 23, Sri Intan One, Batu 5, Jalan Ipoh, 51200 Kuala Lumpur, Malaysia