Sales Skills

Managing Sales Teams
  • The role of the manager in the sales process
  • Being a role model, building trust and respect in the team
  • Efficient approach, applying the right management style
  • Goal-setting, targets and achieving results
  • Individual contribution to the goals of the team
  • Dedication of the team members to the collective achievements
  • Communicating with other teams in the organization
  • Solving problems, dealing with conflict, and making decisions
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Sales Management in Retail
  • Operations management of retail locations
  • Achieving results with the available resources and solving everyday problems
  • The place of the retail location in the big picture
  • Personal contribution to the results of the store
  • Prioritizing short- and long-term tasks
  • The 5-Step Approach to Revenue Recognition
  • Collecting, reporting and analyzing the business KPIs
  • Collaborating with other stores of the organization
  • Managing key business and industry indicators
  • Planning, communication and objective relationships with the team members
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Selling to End Customers(В2С)
  • Action plan
  • Identifying and targeting the right potential customers
  • Goals setting and personal attitude
  • Techniques for turning a phone call into a lead, a sale or a meeting.
  • 1st meeting – identification or stimulating of customer needs
  • 2nd meeting – presenting the solution and closing the sale
  • The basics of customer satisfaction and generating recommendations
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The Sales Process
  • Types of customers
  • Customer personas and expectations
  • Approach and attitude to closing deals successfully
  • The sales cycle: planning, preparation, execution and monitoring
  • The relationship between servicing during the sale and after the sale
  • The traits of the successful salesman
  • Techniques for closing deals
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Advanced Sales Skills
  • Negotiations techniques
  • Approaching and communicating with difficult clients
  • Managing conflict and benefiting from it – transforming the defect into an effect
  • Sales specifics and applying unconventional methods
  • Transferring the trade enthusiasm to the client
  • The differences between average and superb salespeople
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Selling Over the Phone
  • Clear understanding of the needs of the customers
  • Increasing the number of the Apostles among the clients
  • Planning the individual sales funnel
  • Calculating the personal success formula
  • Turning the main sales targets into a specific individual action plan
  • Growing the desire to achieve sales results
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Individual Sales Planning
  • Analyzing the customers and their expectations
  • Analyzing the sales funnel
  • Calculating the personal success formula
  • Preparing an individual action plan
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Selling to Business Customers (В2В)
  • Analyzing the market and the competition
  • Priority Matrix and identifying the sweet spots of the clients
  • Sending clear and meaningful messages
  • Focusing on the competitive advantages of the business
  • Understanding the buying process of the client
  • Clarity about the main pains of the client
  • First impressions and cold-calling
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Strategic Sales
  • Prioritizing the possibilities for a deal and the results for the business
  • Objective evaluation of the chances for success and the cost of the deal
  • Sales meetings with focus on the needs and the challenges of the client
  • Using efficient and meaningful questions during a sales meeting
  • Understanding the power of listening
  • Growing and nurturing strong relationships with current and potential customers
  • Developing strategies and tactics according to the actions of the competition
  • Clarity about the roles in the client organization (users, decision makers, assessors, mentors)
  • Consistent planning and accomplishment of the steps to closing the deal
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Efficient Sales Negotiations
  • Preparing for the negotiations
  • The core of the negotiations process
  • Finalizing the agreement
  • Improving the sales skills of the consultants
  • Introduction to the corporate culture and first contacts with clients and suppliers
  • Identifying and solving issues related to closing the deals
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Into the Clients' Shoes
  • Client Expectations
  • Attitudes before, during and after the buying decision
  • Factors affecting the client
  • The difference between a desire and a need and how to address them
  • Sales techniques responding to the client’s level of competence
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Client Relations

Customer Relationships Management (CRM)
  • Growing and nurturing relationships
  • Tactics for building, planning and managing relationships
  • Balancing between professional and personal relationships
  • Models for maintaining long-lasting and productive relationships
  • Behaviors for solving relationship issues
  • Efficient communication and constructive feedback
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Servicing Difficult Clients
  • Defining the difficult clients and the types of difficult clients
  • Understanding and approaching the hard behavior of the client
  • Techniques for dealing with difficult clients
  • Models for transforming the sequence: difficult client -> calm client -> satisfied client -> loyal client
  • Dealing with objections
  • Emotional intelligence and body language when dealing with difficult clients
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Client Servicing Over the Phone
  • Key communication skills when servicing clients over the phone
  • Barriers to the efficient communication over the phone
  • Means of expression over the phone
  • Types of personalities and individual approaches for each
  • Dealing with the emotions when communicating over the phone
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After Sales Customer Service
  • Professional service after the sale is completed
  • Designing and implementing an After Sales Service Program
  • Introducing and implementing standards for After Sales Service
  • Dedication to obtaining customer recommendations
  • Increasing the sales force engagement with customer support
  • Introduction to the corporate culture and first contacts with clients
  • Growing and nourishing the customer loyalty
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Managing the Quality of Customer Service
  • Defining the business goals related to the quality of customer service
  • Designing the KPIs for Customer service
  • Adapting the environment to the defined targets
  • Training and developing the CS agents
  • Control and management of the individual and collective performance
  • Structured management of the quality of customer service
  • Increasing the levels of customer satisfactions
  • Efficient selling and up-selling
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People Management

Managing People
  • The role and the responsibilities of the manager
  • Motivating every team member and understanding their individuality
  • Applying the right management and personal style in different situations
  • Efficient conflict management in different situations
  • Completing more through efficient delegation
  • Transforming difficult or poor performers into team players
  • Earning the trust and collaborating with different people in the organization
  • Increasing the self-esteem, the leadership skills, and the job satisfaction through successful people management
  • The correct use of reinforcing and redirecting feedback
  • Difficulties and challenges when growing from an expert into a manager
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Management Basics
  • The transition from individual to collective achievement of goals
  • Efficient planning and prioritizing
  • Delegating, work allocation, execution, control and evaluation
  • Goals setting, team engagement, managing discussions and meetings
  • Formal and informal communication regarding short- and long-term tasks, behaviors and results
  • Designing and applying standards for individual and team behavior and performance
  • The difference between being active and achieving
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High-Performing Teams
  • The difference between a group and a team
  • Growing and developing team behaviors, rules and values
  • Achievement and maturity of the team – development stages
  • Clear communication of roles and responsibilities
  • Autonomy, mastery and purpose
  • Just distribution of the financial benefits
  • The team leader as a role model
  • Cooperation and relationships with informal leaders
  • The efficient team size, proper management of the available resources
  • Protecting the interests of the team from other functions and levels in the organization
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Motivation and Engagement
  • Motivation for achievements
  • Internal and external motivation
  • Motivation 2.0 – how and when does it work
  • Motivation 3.0 – how and when does it work
  • Engaging the team and benefiting from the motivation
  • Team dedication to results – meaning and importance
  • Keeping the key team members
  • Individual achievements in the light of the organizational goals
  • Growing and nourishing the team culture
  • Team vs. organizational culture
  • The happy team and their results
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Giving Feedback
  • Meaning and essence of giving feedback
  • Styles and techniques for giving feedback
  • Accepting feedback
  • Differences between casual and constructive feedback
  • Reinforcing feedback
  • Redirecting feedback
  • The reasons for bad feedback and the related consequences
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Managing Conflict in the Team
  • The difference between emotional and conventional intelligence and how to use each one
  • Avoiding and controlling our emotions
  • Meaning and essence of the analytical skills and the types of tackling objections
  • Behaviors before, during and after conflict situations
  • The causes of conflict and approaches to benefiting from them
  • Realizing the prerequisites for evolving conflict
  • Recognizing the phases of the conflict
  • Recognizing and overcoming psychological defenses
  • Strategies and behaviors during a conflict
  • Techniques for managing conflict situations
  • Using the conflicts as basis for growth and development
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Structured Team Meetings
  • Formal and informal communication in the workplace
  • Positives and negatives of the different managerial behaviors
  • Information control by personal involvement in the distribution channels
  • Involving the team members in the decision making
  • Directing the personal efforts to the achievement of the team goals
  • Frequency of the formal meetings
  • Structure and focus of the formal meetings
  • Individual and group meetings
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Change Management
  • Organizational resistance to change
  • Sharing about the big picture
  • Emotional reactions to change
  • Responsibility sharing
  • Motivating the employees via structure, processes and positions
  • Change as the driver for new organizational culture
  • Responding to the personal discontent of the team members
  • Introducing the team to new senior managers in the context of change
  • Models for managing organizational change
  • Securing support from key team members and partners in the organization
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Operations Management

Project Management
  • Basic understanding and key concepts of the project management
  • Key characteristics of a project
  • Key stages of a project
  • Temporary teams
  • Managing without formal authority
  • Planning of the tasks of the project
  • Planning, resources and budgeting
  • Analyzing and managing the risk
  • Fulfillment and control
  • Lessons learned
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Time Management
  • Managing priorities
  • Concepts and steps of efficient time management
  • Time Management Matrix
  • Tools for time management and the respective benefits
  • Errors and solutions of time management
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Conflict Management
  • The difference between emotional and conventional intelligence and how to use each one
  • Avoiding and controlling our emotions
  • Meaning and essence of the analytical skills and the types of tackling objections
  • Behaviors before, during and after conflict situations
  • The causes of conflict and approaches to benefiting from them
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Internal Customers
  • Approach, attitude and relationship with colleagues and partners
  • Exclusive, mutually beneficial and interchangeable roles and people
  • Achieving internal synergy
  • Ability to sell yourself
  • Managing the stress in the workplace
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Leadership

Efficient Communication
  • Meaning and essence of the communication
  • The nature of sharing
  • Communication styles, depending on goals, environment and situations
  • Difficulties in the communication process and dealing with them
  • Emotional Intelligence
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Successful Negotiations
  • Meaning and essence of the negotiations
  • Negotiations tactics
  • Qualities and skills of the efficient negotiator
  • Stages in the negotiations process
  • Persuasion skills and defenses against persuasion
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Stress Management
  • Reasons for the emergence of stress
  • Types of stress
  • Preventing the development of unhealthy stress
  • Improving the work climate in the organization
  • Eliminating minors stress factors
  • Discussing the major stress factors and the reasons for their existence
  • Team attitude towards the stress causes
  • The relationship between the stress factors and the staff turnover
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Decision Making
  • The decision making process – analysis, structure and forming
  • Objective and subjective understanding of the decisions we make
  • Results and probability – decreasing uncertainty during decision making
  • Information filtering
  • Balancing between decisions and relationships with the team
  • Dealing with uncertainty
  • Involving the team in decision making
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Innovations and Creativity
  • The need for innovation, their successfull introduction and implementation
  • Innovative approaches to the Bulgarian reality
  • Innovating in line with the needs, the industry and the culture of the business
  • How to present and defend our innovative ideas
  • The positives of an innovation, compared to its costs
  • Good ideas and ideas, which are waste of time
  • Knowing the big picture
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Emotional Intelligence
  • What is Emotional Intelligence
  • The difference between conventional and emotional intelligence
  • Anatomy of the emotions
  • Emotional intelligence – how to use it
  • Avoiding and controlling our emotions
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Long-Term Relationships
  • Building long-term relationships, which aid the achievement of the expected results
  • Focus on the long-term sustainable success and the market value of the reputation
  • Accepting that our ideas can be misunderstood and the effects on the results
  • Self-assessment, awareness and effects of our strengths and weaknesses on the results
  • Balance between individual and organizational values and culture
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Responsibility for Achievements
  • Fulfillment of the responsibilities requires knowledge, understanding and strict performance
  • Every decision has its consequences
  • Understanding and planning before performing
  • Every team is as weak as its weakest branch
  • Personal responsibility is a matter of choice
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Presentation skills
  • Presentation behaviors
  • Preparing for a presentation
  • Overcoming insecurity
  • Convincing presenting
  • Structure of the presentation
  • Visual aids to the presentation
  • PowerPoint
  • Prezi
  • Google Slides
  • Good practices for design
  • Interacting with the audience
  • Managing the overall impression
  • Focus of the audience
  • Communicating clear messages
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Product Presentation
  • Presentation behaviors
  • Preparing for a presentation
  • Overcoming insecurity
  • Structure of the presentation
  • Competitive advantages
  • Visual aids to the presentation
  • Tools and design
  • PowerPoint
  • Prezi
  • Google Slides
  • Good practices for design
  • Interacting with the audience
  • Managing the overall impression
  • Communicating clear messages
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Train the Trainer
  • Contemporary training practices
  • Training outside of school
  • Balance between theoretical and practical information
  • Efficient transfer of knowledge
  • Practical application of the subject
  • Structure of the interactions, time management
  • Techniques for overcoming negative attitudes in the audience
  • Building a relationship with the trainees
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