Sales and customer negotiations
When it comes to sales and account management, it's critical to be able to respond effectively to customers' requests for change. Common changes sought by customers and clients include: reductions in price; variations to your standard offering; payment terms; removal of restrictions on usage; increased scope of work; and the provision of indemnities.
It's also very important to be able to constructively manage customer concerns, complaints and disputes throughout the life of a customer relationship.
Who needs these skills?
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Anyone who is in sales; account managers; business development managers.
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People who manage or coach sales people and account managers.
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Professional service providers with business development or revenue targets.
How CMA can help
CMA enables its clients to protect and build the value of customer relationships, by equipping teams with the skills to effectively negotiate and resolve conflict, both at the point of initial engagement and throughout the life of the customer relationship.
More particularly, CMA can equip your people to:
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respond effectively to the needs and demands of customers who may themselves be under increased pressure in the current economy;
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manage challenging conversations with customers in ways that build trust and integrity, and so strengthen the customer relationship for the long term.
We deliver these benefits through a practical skills training program that is tailored, highly cost-effective and delivers lasting behavioural change in the way people think about and conduct their customer negotiations. Our workshops also enable participants to become more effective coaches to others, such that the program's benefits can be spread throughout the broader organisation.
In turn, you can expect to achieve measurable bottom-line results, including:
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an increase in revenue / margin
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decreased instances of discounting
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increased conversions
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an improvement in the quality of customer relationships
+613 9614 0333 Case study: Macquarie Telecom
After two rounds of traditional “sales” training, Macquarie Telecom’s sales managers felt that one more step was needed. Something that would enable their people to resist the temptation to “give away” concessions on price, and instead build genuine mutual gains into their re-signings and other customer negotiations.
Turning away from conventional sales training providers, Macquarie Telecom engaged CMA to develop a customised “sales negotiation” program. Working closely with their Commercial Manager and lead Sales Trainer, we developed a tailored program with high-quality participant materials and on-the-job tools.
We then provided intensive training and ongoing coaching, together with a license to use the materials, so that Macquarie Telecom could roll out the program across its entire sales team in a cost-effective manner.
"Our teams at Macquarie Telecom have absolutely loved CMA’s program. Many have described it as the best training they’ve ever done. It’s the combination of CMA’s outstanding, Harvard-based content and their practical, engaging learning style that does it...highly recommended."
Kevin Ryan, National Commercial Manager
Macquarie Telecom
