Winning New Business Through Technical Teams

Course Code - BC-302 - 3 Days

One of the many challenges facing technology companies today is to recognise that technical or product support excellence alone is not enough to succeed in the long term.

‘Winning New Business Strategies’ are fundamental to maximising business potential within existing accounts - and to set the professional tone with potential new accounts.

To satisfy and keep customers, service or solution based companies must build strategic customer relationships using technical or support staff in the account-selling environment.

This practical course develops a strategic approach to building customer relationships using the efforts of technical support professional who interface with customers.

Objectives

• To understand the business support roles within technical support staff
• To improve customer and business development skills for support staff
• To understand the issues involved in supporting the sales process
• To enhance commercial opportunities within accounts using technical staff
• To develop commercial competencies for Product, Project, In-Field support and Customer Service
• Individuals (both in-field and desk-bound)

Who Should Attend

• Technical customer support staff involved in the implementation / support process
• Any staff that support the commercial functions within customer facing departments.

Course Content

Technology Solutions and Services - The Business Process

• The Buyer’s Approach To Buying
• The Technical Support Professional’s Response
• Understanding Different Customer ‘Types’
• Ideal Customer Profiling
• Juran’s 65-20-15 ‘Truth’
• Team Dynamics – Identifying The Complete Sales Team

The Changing Nature Of Winning In The ICT Marketplace

• The Psychology of Success
• Who Does The Customer Buy From - The Trusted Advisor’s Role
• Primary Qualification & Technical Assessment
• How To Influence Decision Criteria
• Writing Winning Proposals
• Managing Business Opportunities Within A Technical Support Role

Business Gaining Through The Consultative Process

• Developing the Consultative approach
• The Consultancy Cycle

Managing the Customer Relationship

• Why it must be Managed
• The Zone Of Tolerance
• Levels of the Customer’s ‘Needs’
• Organisational Needs
• Personal Needs
• Roles of the Support Professional in This Process

Maximising the Business-Customer Opportunities

• Why the Customer Relationship is important
• Spotting New Business Opportunities
• Holden’s 4 levels of Consultative Proficiency

Communicating to Win (using NLP)

• Physical Speech - How your Mind and Body Affects your Communication
• Asking Questions - SPI Technique
• Listening Skills
• Deletions, Distortions and Generalisations in Language

Influencing To Win

• Working with Resistance
• Win – Win Negotiating During Support
• Solving Customer’s Problems

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