G K Lim's Key Account Management

POWERFUL BENEFITS PARTICIPANTS WILL RECEIVE

You will ..

Understand the differences between being product centric and solution centric
Understand why people buy only what they want to buy, and when they are ready to buy
Learn how to make prospects call you and say they want to buy from you
Discover the various pull prospecting strategies
Understand the power of industry associations
Learn how to tap on the power of Centers of Influence
Discover how to create credibility in prospects' minds
Learn the various tactics of benefit selling
Put on your customer s hat and experience what they go thru in a buying process
Be introduced to Strategic Selling -- basis of executive level professional selling
Learn how to turn business-to-business selling into a science and a project
Learn the Strategic Sales Process
Identify key players in a complex buying situation
Learn the C.U.T.E. model
Learn how to gain access to the key decision maker
Know how to diagnose a prospect s problem or pain
Learn how to help prospects see (and admit that they have) problems
Learn how to tactically diagnose prospects problems that your products / services can solve
Develop the problem cycle within the organization
Learn what to do if the prospect favors your competitor
Learn how to handle (and change) prospects specification lists that were developed by your competitor
Be introduced to the Tactical Sales Process -- the Pain-Pleasure Tactical Selling Model
Understand the psychology of objections
Learn how to analyze the John Hammond objection busting strategy
Know how to deal with price objections
Learn how to manage the sales process as a project
Know how to help customer reach final decision




TOOLS, PROCESSSES, SYSTEMS, S.O.P's, AND MODELS INTRODUCED IN THIS PROGRAM

Pull Prospecting Process
Law of 250
Center of Influence
Law of Compound Interest
Results Oriented Strategic and Tactical Sales Process
B2B Problem Solving Solution Selling Roadmap
The C.U.T.E. Model
Pain-Pleasure Tactical Selling Process
The Problem Catalog
Problem-Solving Sales Model
John Hammond Objection Busting Strategy
Moments Of Truth In Key Account Management
Creating A Right-brain Experience (CARE) Process
Above and Beyond the Call of Duty (ABCD) Process
CESAWL Model in Customer Engagement




WHO SHOULD ATTEND?

Sales persons, sales managers, marketing managers. In short, your entire sales and marketing team.




PROGRAM TOPICS

Module One: Two days of How To Sell Successfully To Corporate Customers

Small group discussion: Challenges & problems I face when I sell to corporate customers.
Purpose: to enable trainer to focus on such challenges / problem during the course of the program

Putting on your customer s hat
Your company as customer
Group discussion: First, experience the buying process
Discussion 1: How do you make a major personal purchasing decision?
Discussion 2: How does your company make major buying decisions?
Both discussions involve actual case studies

Strategic selling -- basis of executive level professional selling
Introducing the strategic selling model
The C.U.T.E. Model
Buying influences: Coach, User Buyer, Economic Buyer, Technical Buyer
Characteristics of the four buying influences
Degree of influence
How to gain access to the key decision maker
If there s no problem, there s no change
Case study: One recent successful sale you made

Introducing Customer-Centric Problem-Solving Solution Selling
Solving customers problems -- the key to selling success
Securing appointments by phone
Objections you face when you try to secure appointments by phone
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
The solution
Building up your repertoire of success stories (testimonies, references)
Results of total solution measured
Case study: one sales effort you are working on (not closed yet)

The F2F (face-to-face) Tactical Sales process
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

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

The psychology of objections
Objections we face
In the first place, why do people give objections?
Responding to smoke screens and vague objections
Analyzing the John Hammond objection busting strategy
Price objection strategy: use variables
Specific objection busting strategies

Helping customer reach the decision
Decision Making
Buying signals
Trial close
Identifying non-verbal communications from prospects
Selecting the best closing techniques for your product / service

B2B Problem Solving Solution Selling Roadmap -- managing the sales process as a project

Features of the B2B Problem Solving Solution Selling Roadmap

Dates sales effort commences, customer purchase order signed
Account / Prospect
Last Updated
Projected sales revenue for this sales effort
Probability ( ) of sales success

If this is a current customer:
Volume purchased to date
Customer net worth
Level of customer satisfaction

Problems
Symptoms
Causes
Implications

Problem ownership.
Name, Designation
Role (C.U.T.E.)
Response Situation
Problem
How this person affected by the problem
Business Results (when problem removed)
Personal Win (when problem removed)
Degree of Influence

The Specific Solution Selling Objective
Sales Revenue:

Components of solution (features, characteristics, how-to steps, USP's
Components
Capabilities and Effects
Effectiveness measured

Competition
Point by point comparison against competitor
Evidence
My position vs. competition: Action - what, who, when
Strengths: Action -- what, who, when
Areas of concern: Action -- what, who, when

Success stories, references from happy customers:

Probability ( )
Expected Close Date:

Team Selling -- peer-to-peer tie-ups
Your organization
Buying organization

Action Plans on this sales effort
What?
Contact
Assigned To
Type
Date
Priority

Results of total solution measured



Module Two: (at least one week from Module One): One day of the concepts of key account management

"We want every single dollar of client's budget"
End-to end-selling

Moments Of Truth In Key Account Management
Moments of truth in customer engagement
Reasons for moments of truth

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
Who s at fault?
Getting rid of customer barriers
Making it easier for customer to do business with us

How to make people call you and say they want to buy from you -- pull prospecting in action
Class Discussion: List some companies you have sold to.
How did you acquire them in the first placed?
How did you get them as your customer?
Purpose: to help participants find out how they got that customer in the first place

Setting up a system to harness the power of pull prospecting
Various pull prospecting strategies and techniques
Network Aggressively.
Using The Law of 250 to attract prospects
The power of Centers of Influence
Positioning Strategies
Prospecting Through Associations
The Law of Compound Interest




A HIGHLY INTERACTIVE PROGRAM -- with lots of audience participation

G K Lim uses the 40 -expert-input-/-60 -audience-participation formula in his training sessions.

Audience participation includes .
individual exercises
group exercises / discussions
peer-teaching activities
case studies
role plays
role modeling
humor
kinesthetic exercises
superlearning inducement / stress release exercises
subconscious-mind conditioning activities
music, and
watching and discussing video clips.

For maximum learning impact and retention, he uses techniques from the following adult learning processes, Neuro-Linguistic Programming, Accelerated Learning, Competency-based training and development, Herrmann Brain Dominance Principle, and The Socratic Approach.






The main course leader, G K Lim, is experienced in sales, marketing and business, and in cutting-edge adult learning techniques

G K Lim < gk gklim.com > is a training consultant in the area of consultative / solution-centric selling skills, key account management, negotiation skills, customer service excellence, Emotional Intelligence enhancement, personal development, motivation, stress management, and mind/intuition enhancement.

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;
NLP practitioner;
Affiliate, Jim Rohn International;
Member, Ecumenical Society of Psychorientology;
Member, Intuition Network;
Coordinator, Association of Comprehensive Energy Psychology,
Vice President / Secretariat Director, HRD Gateway;
Founding Member, International Association of Coaches;
President Emeritus, China HRM,
Principal Consultant, Human Resources Services;
and publisher of Partners, an ezine for professionals, managers, executives, and entrepreneurs.

A partial list of in-house training clients include: ABB, Aesculap, Acer, ANZ Bank Hanoi, Bristol-Myers Squibb, Cadbury, Canon, Ciitibank, Cycle & Carriage Bintang, Datacard Group USA, Dell, Dexion, DHL, Digi, Euromedical, 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, Solectron, Syngenta Crop Protection, Ta'aheel FZ. Dubai, Tara Prima Megah Bandung, Texchem, Tecumseh-Euro-Malaysia, Wearne Brothers, Xepa-Soul Pattinson, and Yves Rocher

G. K. Lim is currently conducting research for, and writing, a definitive doctoral thesis on persuasion psychology.

Because he has been there "fighting in the trenches," G. K. Lim brings to his seminars / workshops street-smart no-nonsense ideas for survival and success in the highly competitive, fast moving and ever changing marketplace.





Assisted by:


DANNIEL LIM is an experienced communicator, a passionate coach, an upright consultant who has trained and spoken in Malaysia as well as Vietnam & Indonesia. He takes his clients & participants to another level with his veracity, authenticity and his personal knowledge because he has been out there on the ground listening to the people.

He is currently researching and writing his definitive book on the dynamics of personality profiling in human pair bonding & relationships; a book that will finally answer that eternal question: Why do opposites attract?

Danniel is the founder of the SIMPLY SPEAKING system, an intensive public speaking coaching progam. He is also co-creator of the Strategic and Tactical Speech Process, the process behind the effectiveness of the SIMPLY SPEAKING system.

He is a Director at Human Resources Services (HRS for short www.gklim.com) which is primarily a corporate matchmaking service: HRS match makes companies to the right trainers & consultants. As a consultant to HRS clients in their quest to develop their human resource; he is involved in the development & delivery of all HRS programs and workshops.

Danniel is also Vice President for HRD Gateway (www.hrdgateway.org), an international non-profit organization dedicated to excellence in Human Resource Development. HRD Gateway has a membership of 25,000 HR practitioners & providers with chapters & affiliates in many countries around the world.

He is the Master Trainer for the HRD Gateway Presentation Series of programs; as well as a HRDC Certified Training Consultant active in the area of Leadership & Inter-Personal Skills Development through Public Presentation, Freedom of Expression and Stress Management programs. Danniel also coaches & counsels teams as well as individuals in developing their intrapersonal & interpersonal skills in the area of sales and customer service. Past clients include (in alphabetical order) Ascott KL, DHL, GCEHC, INSPEN, Jabil, Maxis, Maybank, Merck, Prudential, Solectron, Sime Darby, Tan Chong, Tyco and Xepa-Soul Pattinson.

His passions are Communication & Human Relations (EQ); Personality Profiling; Relaxation & Stress Management; AND Behavioral Anthropology which is the study of the history of a person s personality and behavior why a person is the way he or she is, and how he or she relates to society and life itself.