5 Reasons to Invest in Employee Development Training
Managers and leaders often come to us for our sales training services. But sales training is only one part of what we do. In most organizations, there are hidden pockets of potential revenue scattered throughout the company that can be realized if people are trained, developed, and given the techniques they need. These pockets contain huge potential for organizations to find and close additional business. Here are five opportunities that managers often overlook when it comes to sales training and development.
LEADERSHIP DEVELOPMENT AND TRAINING
Many organizations believe that if they send their junior-level employees to training, culture and business problems will change. They might ask themselves if leadership training is really worth it. For a true culture shift to happen, it needs to start at the top. When an organization has strong shepherds, they have stronger sheep. Are the leaders capable of building trust? Do they have the necessary leadership skills? Are they effective at wearing the four different hats of leadership and do they know the appropriate times to wear them?
Like everyone, leaders of organizations have a myriad of tasks and responsibilities to deal with on a daily basis - but these tasks and responsibilities have a greater impact on the organization as a whole. Leadership training provides the necessary skills for managers to effectively lead and deliver successful results for a business.
PROJECT MANAGER DEVELOPMENT AND TRAINING
Project managers often spend more time with clients than the actual account managers and sales professionals. These men and women often have “guru” status within their accounts because they hold the keys to the kingdom and are subject matter experts. But what happens when an issue arises? How strong are they at setting and managing expectations? Are they able to plant the seeds for other ways the organization can help?
Yes, a project manager’s role is to literally manage a project, but they also require relationship management skills. Successful project managers act as an extension of the sales organization. Project manager training can provide the expertise required to take a project and client relationship to the next level.
CUSTOMER SERVICE DEVELOPMENT AND TRAINING
When there is a problem, there is one group we always rely on: the customer service team. They are phenomenal at what they do, but they face the challenge of interacting with positive and negative people every single day. Are they creating the experience you would like your customers to have with your organization? How are they handling difficult conversations? Do they shy away from a conflict which causes more challenges down the road?
In many organizations, customer service can be a revenue generator because employees in that role want to help customers. Effective customer service representatives don’t just look at the surface-level problem, they are able to identify other ways the organization can help. Through customer service training, employees learn techniques that can help them solve larger issues and grow the business.
TECHNICIAN DEVELOPMENT AND TRAINING
People love technicians because they literally fix and solve the problem. Credibility is very high within this group. Clients will often share a lot of information with them because they feel safe and don’t believe they will be “sold” to. Technicians have a bird’s eye view of how systems, machines, etc. are working. How strong are they at upselling or cross-selling products and services? Do they know how to gain internal referrals?
Training can help technicians develop the skills they need to generate revenue for a business. Efficient technicians don’t just fix the problem at hand, they look for other areas that need improvement. Then they set the stage for other ways the organization can help the customer.
CALL CENTER DEVELOPMENT AND TRAINING
Call centers have a key role in a company whether a call center is handling incoming calls from current and potential clients or making outgoing calls to see what work is available. Traditionally call centers have more of a transactional role. What experience does your call center provide? Do they understand the "real" questions people are asking? Are they able to quickly navigate situations where people are shopping them? Do they have the call center training required to upsell and cross-sell a customer or are they simply taking information and scheduling appointments?
A true customer-oriented organization knows anyone who touches a potential customer or client is representing the company. When the above areas are all in-sync, your clients have a better experience and will keep coming back for more.
Ready to take the next step towards becoming a better organization? Contact a Lushin Consultant today to see how our sales training and development programs can help your leaders, project managers, and other employees realize their full potential.