SALES AND CUSTOMER SERVICE ACADEMY
A breakthrough customised program of Change - To - Be Ltd
The Academy is ideal for sales professionals and their managers, who want to build on their strengths and reach top levels of performance in sales and customer service. Designed and delivered by experienced professional trainers, the Academy offers state-of-the-art training and development workshops, delivered in a modular scheme. Drawing from our participants' experience in the field, we set challenging goals for improvement in an engaging and highly interactive environment. Oh, and one last thing...this is not an academic program; it is a hands-on, skills-building, sales and customer service performance booster!
A BREAKTHROUGH CUSTOMIZED PROGRAM OF CHANGE TO BE
What makes good sales and customer service people today?
Evidence from top-performing salespeople across the globe has shown that the modern salesperson is characterised by:
1. Modesty and humility - you are no longer the focal point; instead, you position your team that will help you win an account at the centre.
2. Conscientiousness - you take command of the sales process so that you control your destiny.
3. Results-focused - you develop customer-driven strategies that align your products to their needs, instead of talking about the functionalities of your products.
4. Curiosity - you ask your customers challenging questions to close information gaps and gain interesting insights for win-win solutions.
5. Professional Relationships - you keep the right distance with your customers to ensure they follow your recommendations and advice and they don't take advantage of a friendly relationship.
6. Positive mindset - you are able to handle emotional disappointments, learn from failures and be open to change and the challenges that go with it.
7. Aggressiveness - you are action-oriented and feel comfortable fighting for your cause.
A Modular Program Tailored To Your Sales Team's Needs
Module 1: Sales and Customer Service Winning Skills (2 days)
Breakthrough Sales Fundamentals
Winning Customer Sales Strategies
Sales Negotiation Skills for Win-Win Results
Module 2: Sales and Customer Service Advanced Skills (3 days)
Developing Key Account Strategies
The Emotionally Intelligent Salesperson
Module 3: Sales and Customer Service Advanced Skills for Leaders (7 days)
Brand Management Strategies
Coaching Sales Teams for Top Performace
OUR TEAM OF EXPERTS
Ludmila Lytkina - Sales and Customer Service Academy Manager
2017 University of New York in Prague, Strategic Management, Global Marketing & Brand Management Professor
2017 Poli Consulting, Business, Marketing and Sales Consultant for CIS and Baltics
2015 Independent Marketing Consultant
2014 AVT Business School, Executive MBA
2011 Marketing Director, Lidskoe Pivo (OLVI Group) Finland & Baltics
2009 Independent Brand Consultant & Trainer, Belarus- Founder of The School of Brand Management Young & Rubicam, Kiev, New Business Strategy Director
2003 Synovate Global Market Research Company, New Business Development Director, Ukraine & Belarus
2001 Belarusian Economic University
Indicative Clients in Training and Consultancy: LG, Danone, Erste Bank, SMK, AIS, Automotive, Megasport, Ferrero, Microsoft, Coca-Cola, Samsung, Nokia
Areas of expertise: Brand Management, Marketing Strategy, Strategic Management, Product Development, PR, Project Management, Coaching
2017 Kirkpatrick Bronze Certification
2016 Hypnosis Fundamentals, Richard Bandler
2012 Master Trainer in NLP, NLP University, Sta Cruz U.S.A.
2009 MQ Development - Positive Psychology - Facilitator Certification
2009 Trainer of NLP, with John Seymour, U.K.
2007 AD FONTE - Coach and Trainer
2001 Citibank - Vice-President, Customer Service Head
1999 GE Capital - Integration Project Manager
1996 Citibank - Relationship Manager
1994 Westdeutsche Landesbank - Analyst in Prague and Dusseldorf
1994 MBA degree at the University of Pittsburgh, U.S.A.
1992 United Distillers - Started sales of a newly established sub in the Czech Republic
Indicative clients in training and consultancy: Linde/Gist, Kathrein, Pepperl+Fuchs, Henkel
Areas of expertise: Sales, Conflict Management, Leadership, Managerial Skills, Communication Skills, Change Management, Motivation, Personal Development, Coaching
2017 Graduate Business Programs Director, University of New York in Prague
2015 University of Strathclyde, Glasgow, Strategy-Analysis Evaluation Lecturer
2009 Potential Training-Development-Consultancy, Managing Partner, Senior Trainer
2006 Dale Carnegie Training, Greece, General Manager and certified trainer
2000 University of Strathclyde, MBA
1990 Lesley University, Master of Education
1985 PAGE Foundation College, Managing Partner, Education Consultant
1980 Hellenic Shipyards, Personel Management Specialist
Indicative clients in training and consultancy: Astra-Zeneca, Amgen, Bayer, i-square (Apple distributor), Jansenn, Johnson & Johnson, Danone, Mondelez, JTI, Abbott, Swarovski, Novartis, Roche, Coca - Cola HBC, Oracle, TUI, 3M, Pipelife, Elbisco, Zito-Luks
Areas of Expertise: Sales and Customer Service, Negotiations, Presentation Skills, Leadership, Change Management, Cross-Cultural Management, Strategic Management, Culture Change, Coaching
2016 University of New York in Prague, Professor of Neuromarketing
2013 Optimum Talent, Executive Coach
2003 MRC International, Partner Director, coaching and leadership programs
2000 Gentron Ltd, CEO Biotech company
1998 Parmacia Corporation USA (Pfizer)
1990 Hoffman-La Roche Biotech Business Unit Head
1990 Business School Lausanne, MBA
1978 Medica Degree, School of Medicine, Argentina Psychology, Clinical Psychopathology, University of Barcelona Spain
EMCC: European Mentoring and Coaching Council Certification
Indicative clients in training and consultancy: Telefonica Spain, O2 Czech Republic, Mazda, Louis-Vuitton, Hoffman-La Roche
Areas of Expertise: Neuroleadership, Neuromarketing, individual and group coaching, strategic planning, marketing and sales