Dave Mrocek & Associates

Training & Consulting Services

Discovery/Fulfillment® Training programs are available for all types of sales organizational models and for focused development of Sales Management Skills. Click on each of the four links to review a description of our dynamic sales training programs.

Outside Sales Training Options

Inside Sales Training Options

Customer Service Training Options

Sales Management Skills

Sales Training Curriculum Concepts: Outside Sales

Session One:

Selling Discipline -The Discovery/Fulfillment® Sales Process

This introductory session introduces the Discovery/Fulfillment® disciplined sales process. The focus of this session is on the anatomy of an effective sales call, and the session emphasizes the importance of making mistake-free presentations; selling vs. un-selling.

Session Two:

Focus on Discover Strategies for planning and executing exceptional Discovery questions. Phrasing, sequencing, patterned questions to leverage opportunities, using diagrams and visuals as Discovery tools, and more. Participants also learn unique and effective ways to respond to questions posed by buyers that if improperly answered, result in un-selling. Participants depart from this session with a solid set of Discovery questions they can immediately put to use.

Session Three:

Selling Compelling "Dead Fit" Solutions
This workshop provides an opportunity for sales professionals to improve their Fulfillment skills. Participants learn a variety of strategies for presenting a compelling value proposition, one that is shaped to the buyer's needs. Strategies for asking for the business and dealing with predictable buyer "push back" are also trained.

Session Four:

Growing the Account Base, Prospecting, and Lead Generation
This session helps sales professionals to effectively design and implement a territory plan, whether the plan involves physical boundaries or is simply a defined book of business. And in this session, participants build a first approach cold calling kit, -Introductions, what to say, what to ask, strategies to engage the prospect, strategies to leave effective voice mail messages that get returned, and strategies for handling predictable resistance, such as, "We already have a source for these products we really like," or "I don't really feel we have any needs at this time." Participants depart from this session with a clear understanding of how to develop a more effective territory plan, and enhanced skills required to set more appointments.

Session Five:

"Never Hold a Summit Conference with Sergeant Bilko"
This workshop stresses fundamentals of effective "opportunity management." Participants learn to sell strategically rather than transactionally. They learn strategies and are provided with tools to manage the "staging" of a complex sales effort over an extended time period. A complex sale is typically one that involves a lengthy sales cycle, multiple decision-makers or influencers, a high level of competition, and in many cases formal bids or proposals.

Session Six:

Fundamentals of Effective Team Selling
Understanding the pitfalls and requirements for effective team selling: singing from the same songbook.
Efficiently preplanning team selling calls, determining roles and responsibilities, planning for the unexpected, and executing the call using a shared language and methodology. This session teaches participants how to sell in teams in ways that avoid un-selling.

Session Seven:

"Your One Best Shot"

The size and scope of many sales opportunities rises to a level requiring formal presentations, in some cases delivered to committees of evaluators or decision-making panels. This workshop teaches important skills required to manage the special dynamics associated with group presentations.

Strategies for "detective work" prior to the formal presentation, preparing and delivering the content of the presentation, using and handling the visuals, dealing with the unexpected (buyers who leave early or arrive late, surprise participants, etc.), and closing sales in group settings.

Session Eight:

"Negotiating and Handling Objections"

This session will focus on the challenges encountered as the seller attempts to close. It is at that point in time that buyers often pose objections or attempt to negotiate a better deal. The topics covered will include: solid strategies for battling through objections and "push back," special strategies for dealing with pricing objections, how to decline the business while leaving the door open to reach an agreement later, and rules and techniques for effective negotiating.

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Training Curriculum for Inside Sales Professionals

Introduction of the Discovery/Fulfillment® sales and service disciplined process

What motivates customers and how do they make decisions about the companies with whom they do business?
Overview of skills required to be a high performing inside sales representative.
	Examples of costly inside sales and service mistakes
The introduction of the Discovery/Fulfillment® Principle
Overview of the Discovery/Fulfillment® Fundamentals
Discovery Skills
	Call etiquette and rapport initiatives
	Discovery Questions for sales calls and service calls
	Designing templates the enable inside sales professionals to ask the right questions
	Strategies to assure order accuracy
Fulfillment Skills
	Proposing “dead fit” solutions and value propositions
	Closing sales and confirming customer levels of satisfaction
-	Setting next steps and opportunities for future sales.
Introduction to handling awkward, pressure filled situations

Follow-up sessions

Practice essential inside sales skills and develop the best strategies for the following:
	Sales application contacts – customer has a need, but is unclear about the product that would-work best.
Order capture and enhancement
	Handling out-of-stocks, back orders, discontinued items, substitutions, etc.
“Tire kicker” calls and price leveraging contacts
	Price and availability calls
-	Buyer shopping multiple suppliers for the best price
	Requests for pricing concessions
Up-sell and cross-sell strategies
-	Up-sell and cross-sell cheat sheets
Coordinating efforts with outside sales representatives to build and expand sales
Three basic negotiating skills for inside sales representatives
	Strategies to spot opportunities that can be passed along to outside reps for action
	Learning to identify and eliminate threats to the customer relationship

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Customer Service Skills

Managing client relationships today and beyond

Customer service problem solving contacts

Internal customer service, peer-to-peer solutions

Handling difficult customers and difficult situations

Dealing with angry customers

Providing alternative solutions when what the customer wants cannot be done.

Breaking bad news

Where, why, when, and how to make appropriate apologies

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Sales Management Skills

	We help sales managers to develop the three most vital areas of sales management proficiency: mentoring skills, adminstrative skills, and leadership skills.
	Mentoring skills trained include: Sales process training, field coaching and ride-along coaching skills, team selling initiatives, absentee coaching - effective coaching when the manager was not present to observe the call, coaching territory and time management strategies, and counseling struggling or underperforming sales professionals.
	Administrative skills - Command and control functions, structuring territories, planning and goal setting, performance evaluation and assessment, compensation plans, reporting and tracking systems, effective sales meetings, recruiting and effective interviewing skills.
	Leadership skills - Maintaining morale and motivating sales professionals, contests and incentive programs, effective internal communication, accountability and discipline, modeling successful selling behaviors, and more.