business management Presented by abdelrahman el bettar

Agenda 1.Communication skills. 2.Key account management. 3.Coaching and counseling. 4.Problem solving. 5.Select interviewing skills.

Communication skills Why is communication important? Important for expressing information, behaviour and our feelings and thoughts. Helps to understand and respond to other’s feelings, thoughts, knowledge and behavior.

Noise Poor listening skills Assumptions/Misconceptions Emotions Language differences Cultural differences Use of jargon Distractions Barriers to communication

Features of Effective Communication Active Listening Eye contact Posture Simple language Questioning skills

What is Key Account Management? What is Key Account Management? Key account management (KAM) defines full relationship between your business and the customers you are selling to. It describes the individual approach of sales people to their customers in order to create long everlasting business relationship. Key account management (KAM) means far more than just selling products to big customers. It revolves around handling the customers who play a strategic role in the growth of a supplier.

MANAGING KEYACCOUNTS Business objective Managing the future must be continual process of analysis, Reassessment and change KAMis about managing people Business resources MrktingOppurinities

OBJECTIVES OF KAM Maximizing the sales velocity, this improves the utilization of the sales resources and understanding the importance and nuances of managing account. Increasing customer loyalty and customer retention,this in turn drives down overall cost of sales. Increasing average deal size or the wallet share,we achieve with each customer, while at the same time minimize price erosion by developing specific process to build and manage accounts. Thereby, be value partners to our customer.

How to go about in KAM???

Key Account management versus Sales Key Account Management is based firmly upon the 80/20 rule. if we apply 20% of our organizational effort to just 20% of our customers (our Key Accounts) we will receive 80% of the organizational rewards. we are not just talking of our 20% Key Account Customers in terms of their size, but in terms of their profitability and sustainability Key Account Manager lives in the present and the future They are constantly looking for emerging trends, whether they are emerging in the present or seem likely to emerge in the future. A salesperson needs to live in the past, present, and future. They base their sales on the past requirements of their customers and present discussions with potential and new customers on their present and future needs.

Coaching and counseling Objectives : Explore the importance of coaching and counseling management skills Skills for effective coaching Coaching vs counseling Uncover your strength as a coach (role play & exercise)

Importance of coaching and counseling Coaching is used to increase performance, when the employee is already performing the job well and needs encouragement to reach greater heights. The employee has excellent skills in some areas but needs support to achieve goals in other areas of the job. Counseling is used to improve performance, when the manager has identified a problem with the employee's current performance that, if uncorrected, may derail his or her ability to succeed or even to stay with the organization. An example is an employee who isn't meeting sales targets.

Skills for effective coaching Asking open end questions Reflecting and rephrasing Expressing empathy Acknowledging Using silence Brainstorming together Feedback giving and receiving

Coaching vs counseling counselingcoaching Stresses on understandingStress on action Asking whatAsking how Obstacles are prominentOpportunities are prominent actionpsychological Cure orientedsuccess oriented pastPresent and future

Problem solving Objective : Problem vs challenge. plan do act check model A3 problem solving model Case study