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.
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
