Posts Tagged ‘HRM’

What is the Importance of Training & Development in an Organisation

May 17, 2017

In today’s day and age where the competition has increased manifold, the customer has become more aware and knowledgeable due to the internet and social media, it becomes even more important for any organisation to ensure that their employees are one step ahead.

How will you ensure this?

What is the sure shot way to ensure success in this extremely competitive environment where the overall market sentiment is into a tailspin? Revenues and profits are under severe stress and there is bloodshed everywhere.

The only way to ensure sustenance and improved performance is a well-trained and an aware workforce (employees).

Almost all organisations ensure that the IQ (Intelligence Quotient) levels (technical expertise) is achieved by rigorous training. But the actual business generation (Revenues & Profits) will come consistently if and only of your employees are not only technically trained but are equally well trained in the EQ (Emotional Quotient) levels too.

Q; How will you improve the EQ levels of your employees?

A: By improving their Soft Skills.

There are various soft skills which need to be addressed.

Some of them are;

  • Communication Skills (Verbal, Non-Verbal, Written)
  • Customer Service Skills (Not only limited for technical staff)
  • Telephone Etiquette
  • Business Etiquette
  • Telephone handling Skills
  • Performance Management skills (especially required for HR staff and Supervisory level staff)
  • Supervisory Skills
  • Leadership Skills
  • Selling Skills
  • Sales Management skills
  • Social Media Skills
  • Stress Management (one the most critical skills required at all levels of the Organisation)

These are some of the many skills which are required to be imparted to, and honed by the employees along with the technical skills at all levels of hierarchy in the organisation.

In today’s ever changing, extremely and fast paced environment, all employees of all industries need to hone one or more of the above-mentioned skills. This becomes even more important since they are required to multi-task and deliver more and better results to remain ahead of the game.

All organisations (SME and large organisations included) must engage a training and development consultant in order to impart the right training and development to correctly address the needs of their respective organisations and stay ahead of the game.

Connect with us at info@headconsulting.org or call +971 56 9863691 for more details. we will be thrilled to assist your organisation in keep one step ahead of your competition. Visit http://www.headconsulting.org for details.

 

 

Advertisements

Qualification- Why it is the most important part in the Selling Process

July 5, 2012

Let me first introduce you to the various steps in the selling process:

1)         Meet & Greet- Here you introduce yourself and get to know the prospects name and     other initial details. (In some cases, you might be lucky to get hold of his Visiting card straightaway)

2)         Qualification- Understand the prospective customer’s needs and wants

3)         Presentation- Present the product/ service

4)         Overcome Objections- Effectively clarifies/ answers/ satisfies queries and questions of the prospect.

5)         Negotiation- Negotiate the deal (Price, terms and conditions, etc)

6)         Close- gets the contract signed and seals the deal

If you have noticed, Qualification comes immediately after the meeting and greeting stage. Have you ever wondered why?

It is one the most important steps in the selling process. It helps in saving a huge amount of time and gets you to close the deal effectively and smoothly.

If Qualification of the prospect is done in a proper way then you will not have to deal with a lot of objections regarding the product/ service at a later stage and also the price negotiation will not be a long and tedious process. Most salesmen try to cut short the qualification process and then spend huge amounts of time and energy in overcoming objections and clarifications about the product/ service, thus putting pressure on themselves and end up delaying the process or even losing the deal and also converting a perfect good prospective customer into a dis-satisfied prospect who will damage the reputation of your brand.

For example, look at this scenario;

A prospect comes into a car showroom looking to purchase a car which has good safety standards and features. He has a family with children whose safety is his concern.

The salesman at the dealership does not qualify his requirements/ needs properly and shows him a vehicle, which is known for speed e.g.; this car, goes from 0-100 Kph in just 8 seconds.

Now the customer who is looking for safety, will immediately reject this vehicle in his mind, as he is looking for safety and not speed, will raise objections at a later stage of the sales process, which will either delay the deal or even reject the proposition totally leading to a loss of sale to the dealership and the brand too.

Now consider this: If the salesman informs the prospective customer that this vehicle has Airbags, ABS Braking system, bigger headlamps which will illuminate the road ahead and on the sides for a longer area while driving and additionally it also has child locking system on the doors which will not allow the doors to open accidentally while driving. These and other safety features of the same vehicle if presented properly (after understanding the prospects requirements) will lead to lesser objections and also help in closing the deal for the salesman and end up getting a happy and a satisfied customer for life.

As you can see from this small example it is extremely important to qualify the needs and wants and the overall requirements of the prospect before suggesting a product in your portfolio. Your product/ service has many features which will benefit the prospect’s various needs and wants, but the salesman must be aware of all these and must present them selectively to the prospect, in order to convince him/her that this is the right choice of brand for his/ her requirement.

The qualification process is effectively managed with the help of these six open ended questions;

What, When, Where, How and Why

If the salesman uses these effectively to ask the relevant questions then you can be sure you will be on the road to successful selling.

So, practice these questions and use them as much as you can till you have understood the prospects requirements and then move ahead on the sales process as mentioned above.

All The Best!

If you have liked this blog then kindly post your feedback! Your suggestions and feedback is very important to me and will motivate me to write more such blogs.

If you need your sales team to be more effective, then invite me for a consultancy and/ training program tailored to your needs and create more sales and business for your organisation.

Visit my website www.prashantwelling.com where this blog is also recorded.

Non Verbal Communication

May 31, 2012

It is widely known and many coaches, trainers and writers have time and again told us the importance of effective communication. If the communication is not effective the desired objective is not met with, which results in wastage of time, energy and money.

Let us first understand what is communication? : Communication is the transfer of stimuli or the information from the transmitter (a person who has the information) to the receiver (a person who the information is directed at).

There are essentially 3 types of communication: Verbal, Written and Non- Verbal. The impact each one of these types have on the receiver is 7% written, 38% verbal and a whopping 55% is due to Non-Verbal communication.
The first two forms are pretty well known and extremely well used and understood to a large extent. Non- Verbal communication is the most underutilised and not honed properly.

All kinds of communication, which is neither spoken nor written is termed as Non-verbal Communication.
It is not a substitute for verbal communication. It actually enhances the verbal communication if used properly and in line with the context of the meeting.

Personal Appearance, Facial Expression, Posture, Gesture, Eye Contact and Touch are all part of Non Verbal communication. Along with these the personal appearance, the Attire, use of deodorants, perfumes used and tangible accessories like chains, bangles, bracelets, cuff links, ties etc also become an integral part of this very important process. The type of accessory to be used or awareness of body odour is as important as what you speak or write to the client (receiver). This will either make or break the deal.
In any form of communication, Eye Contact is extremely important along with the Body Posture. This is so because it complements what you wish to convey. Eyes and posture convey whether you are honest, interested, bored or cut-off from the conversation (communication process).

For more blogs visit http://www.prashantwelling.com and visit the Blogs section.

What MAKES an Ideal Salesman!

May 10, 2012

A salesman has always been labelled and generalised as Con Man, and dishonest. This is because of a few dishonest men in this very noble profession who have tarnished it. It is one of the noblest professions in the world because a salesman helps you taking the right decision for yourself. He is actually your friend in need! He helps you in going through your needs and wants and then helps you to choose the product or service which will suit your requirements and budget.

A salesman job is the most difficult. He has to go out there and sell the company’s products and /or services and get revenue for his organisation. Sales the department which actually, physically converts all the effort of an organisation which has conceived, produced, packaged and marketed the product.

Hence, the salesperson becomes a very important person in the entire chain of the organisation.

He has to have a following traits/ qualities in order to become a successful salesperson.

1-         Self Confident

A sales person must be a confident of himself. This means that he must know his product/ service thoroughly. He must be knowledgeable of his competition and the strengths and weaknesses of his own product/ service as well as his competitors’. He must know his target audience or his customer profile. If he is not aware of who, his prospective customers are, he will never be able to sell effectively. For example, If the prospect, he has approached does not have need for the product/ service or if the product /service is as per his needs or wants, but he does not have the required wherewithal (disposable income) to pay, the efforts will be in vain and the sale will not happen.

2-         Empathy

A sales person must always be empathetic towards the clients’ moods and emotion. He must try to think from the clients’ perspective and react.

Suppose during a sales call, a client gets news that some calamity has occurred in his office or premises, it would be help if the sales person understands the situation and asks the customer whether it would be better to stop the discussion there and then if the situation warrants it or does he want to continue. If the customer says that it will be handled by his staff (HR/ Admin dept) and that they can continue, only then he should go further. It will help in strengthening his customer relationship and help him later to close the deal effectively.

3-         Problem Solver

Every salesperson must be a solution provider to the prospective client. He must help the client in visualising how his product or service will help increase the productivity of his firm by saving, time, energy, money, manpower or all of them in some form or the other.

4-         ‘Never say Die!’ Attitude

An effective and successful sales person has a ‘Never say Die!’ attitude at all times. He is eternally optimistic in nature.

He must be able to take a 99 “No’s” and finally get that 100th yes and clinch the deal. Every sales call is different because every prospect is different and therefore the next call will also be different than the previous one. Even if the earlier calls have not been converted successfully, he should say to himself, one more call, and I will close this one. Try and try until you succeed.

Try different ways and means, think laterally, and tread the path which others haven’t tried before. There is always a better way, a different way to close the deal.

Be Successful, Be different, Keep Trying! That’s the Mantra!

How to increase Customer Loyalty

April 20, 2012

In today’s tough times, it is extremely critical for any business/ Brand to have a loyal customer base, which helps it to secure its market share.

So, how do you build and maintain customer loyalty?

Firstly you have to know your own product/service thoroughly. The customer depends upon you to take the decision on whether she/ he will want to purchase your product/ service. If you give the prospective customer an impeccable service from the very moment you meet with him, then you are well on your way to gaining customer loyalty.

But, remember this is only the beginning. You must maintain the same quality and level of service right through the entire sales process which will cement your brand in the mind of the customer. The order, when placed based on the pre-sales process you had undergone must be followed up with the execution as per the commitment made when you secured the order.

The level of service must be maintained consistently during the execution of the order. Special care must be taken after sales as this is the crucial time when most business falter and end up undoing all the good work done earlier.

The after sales follow-up will finally determine whether you will have the customer’s loyalty for life or it will be another casualty. Impeccable after sales service is the corner stone of securing ultimate customer loyalty. Take utmost care to ensure that all existing customers’ queries, complaints are attended to immediately and respond to them each and every time they contact you.

I would like to add here that you will score highly in the mind of the customer if you put in place a customer loyalty program, where you gather all the customers’ details like, birth dates, anniversary dates, etc and send them a greeting on the occasion without fail. A planned periodic visit to the customer’s premises will ensure cementing the loyalty as well as the TRUST factor and also help you in not only getting repeat business but also get you a good amount of referral business from this loyal customer base.

Wishing you a loyal Customer database!

If you have any queries or would like to communicate with me then you may write in to me at welling1161@gmail.com.

Visit my website www.prashantwelling.com