Expertise

Many customers have benefited from the expertise of ITC Group and accomplised great results. Highly motivated and skilled consultants are able to refresh your staff’s skills and improve their performance. In the past ITC Group has accomplished results in the following areas of expertise.

Sales Solutions

Improve the skills and knowledge of your salespeople and sales managers.

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Successful Management

Improve the skills and knowledge of senior and middle management

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Service Excellence

Retaining customers and building customer loyalty through excellent service quality

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Workable Teamwork

Getting the most from the teams in your organisation

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Sales Solutions

ITC Groups® Sales and Sales Management development process is designed to enable your staff to enhance their sales productivity and ultimately maximise your profits. Training will be tailored to your organisation’s precise needs, and can be used to benefit any individual involved at any stage of the sales process.
This enables experienced sales staff to fine-tune skills whilst participants new to a particular role, gain a comprehensive framework of successful selling and sales management techniques.
A wide range of solutions is offered to address different requirements. These should be regarded as building blocks for an effective training and development programme.

Sales Solutions – The key to greater profits!

Sales Management covers the action and processes essential for turning company policy into field action. Areas of expertise include:

Managing People

Performance management
Leadership
Effective coaching
Managing change

Managing Processes

Managing the sales process
Sales planning and forecasting

Building and Leading a Team

Effective team meetings
Effective teamwork
Leadership in the field
Recruiting for success

Personal Effectiveness

Communication skills
Delegation
Finance for sales management
Negotiating skills
Presentation skills
Time management

These workshops are designed to help sales people develop the most effective selling relationships with your company’s clients. The training will support all the different people involved in the selling process, and help them develop appropriate skills. Areas of expertise include:

Sales Skills

Selling Skills
Communication skills in selling
Key account management
Prospecting
Finance for sales people
Team selling
Telephone prospecting
Channel management

Sales Process Skills

Managing the sales process
Sales planning and forecasting

Personal Effectiveness

Communication
Negotiation skills
Positive thinking
Presentation skills
Time management

Sales support is a critical element of the sales process. Not least, without the right support, the efforts of your field sales team can be undermined and even wasted. Development for the ITC’s Sales Support team is designed to enhance the techniques, processes and customer handling skills required in a technical role. Areas of expertise include:

Customer Handling Skills

Communication skills for sales support
Telephone skills in selling
Understanding sales
Managing the sales process
Working with major accounts

Personal Effectiveness

Communication
Presentation skills
Positive thinking
Time management

Successful Management

Aimed at senior and middle management, the workshops and consultancy support, enhance leadership skills and help key personnel realise their potential – both for their own benefit and that of the organisation.
Solutions to specific, current and future challenges are developed in partnership with managers. Programmes are aimed at the following groups:

Senior Management
Middle Management
Supervisors

Management Development – Fostering Effective Leadership Skills

Senior managers are encouraged to take a new look at the actions and techniques needed to successfully implement business strategy and tactics. Key areas of expertise include:

Managing People

Performance management
Leadership skills
Effective coaching
Managing change

Implementing Strategy

Managing the sales process
Planning and forecasting
Successful selling strategies

Personal Effectiveness

Communication skills
Delegation
Finance for managers
Negotiating skills

In any organisation, middle managers play a key role in implementing business strategy and action. Programmes therefore help managers develop the skills to carry out their role successfully and with confidence. Personal Effectiveness solutions also help middle managers develop and strengthen their own skills. Key areas of expertise include:

Managing People

Performance management
Managing change
Leadership skills

Building And Leading A Team

Effective team meetings
Effective teamwork
Recruiting for success

Personal Effectiveness

Communication
Delegation
Finance for managers
Negotiating skills
Presentation skills
Time management

Very often at the front line of the organisation, supervisors can be helped to face the two key challenges of meeting customer needs, while also managing the day-to-day demands of service and production staff. Key areas of expertise include:

Managing People

Performance management
Effective teamwork
Train the trainer

Personal Effectiveness

Communication skills
Managing a budget
Positive thinking
Time management
Presentation skills

Service Excellence

Selling, winning and developing new business is one thing – but retaining customers and building customer loyalty through excellent service quality is just as important. In our workshops we emphasise a practical, customised approach to service quality, tailored to our clients specific business needs. Challenged by the fact that excellent service quality is much more than a nice smile, we provide a wide range of training solutions for continuous service quality improvements. In addition to creating service quality awareness and addressing service skills, our workshops help to improve service and management process so that inter-related functions such as sales, sales support and customer service can better work together to exceed the expectations of internal and external customers.

Service Excellence – Building and maintaining
the customer base

Participating in these workshops, managers and supervisors will learn how to develop and implement service quality improvement strategies. By implementing these concepts they will gain measurable results such as improved productivity as well as benefits such as increased internal and external customer satisfaction.

Service Process Management
Service Performance Measurement
Developing and Implementing Service Standards
Coaching Service Teams
Service / Call Centre Management
Bench Marking

Anyone dealing with internal and external customers and interested in giving good service can benefit from these programmes.

Service Quality Awareness
Communication and Service Quality
Service Quality on the Telephone
Dealing with `Service Challenges`

There is no such thing as perfect service delivery system. Every process can be improved. These programmes provide the skills and knowledge to improve and redesign service processes to facilitate excellent service delivery to your clients.

Facilitating Service
Improvements
Teaming up for Service Quality
Analysing and Improving Service Processes
Re-engineering Service Processes
Developing Service Level Agreements
Total Quality Management
Kaizen Training
Six Sigma
Work Improvement Teams

In most instances quality is dependent on the quality of cross-functional processes, which can best be improved by the people working in them. By participating in these workshops, teams will learn skills, which will enable them to improve service processes and to work together more effectively as a team.

Facilitating Service
Improvements
Leading Service
Improvement Teams
Teaming up for Service Quality
Team Start-up Workshop

Workable Teamwork

Does it happen in your company that some employees always blame the others? And what about sick leave? Does one department complain about the other? For sure. Many companies share these challenges. Teamwork is something one has to learn.
Frequently the development of your employees is not in line with your company’s growth. Do your employees know what to do and do what they know? Is there miscommunication? Training of your employees not only motivates them, it is also a step towards better performance. ‘A small step for every employee and a giant leap forward for your company’.

The effects of training activities will disappear after some time. It seems that as soon as the employees go back to their work, the training material is forgotten. Normally trainings are at different locations, but usually indoor. ITC Group Netherlands® and PBN have joined their expertise and together they offer a training that will confront your employees and stimulate them to perform better.

If one of the statements below is a valid one for your company, you can definitely benefit from the results of this unique training:
Your first confrontation;

The growth of your company has been faster than the growth of your employees?
Your employees are frantically busy with the lesser important parts of the business
You regularly train ‘in the field’ to continue sitting inside?
‘Yes, but…’ is an expression often heard when business was not as it should have been
You share the opinion that training also should be motivating and inspiring?
The effects of your companies training investment are gone within a month?
The mistakes within your company are usually due to ‘the other department’?

The result of this special 2-day indoor/outdoor-training will be quickly noticed by all involved. Contact ITC Group® or PBN to inform about the results of ‘Confrontate, learn to improve and perform’.

On the day of the training we will confront your staff with their way of working in a team. Using an interactive Business Game, we will place your people “in front of a mirror”. They will come with ideas to improve their ways of working. On the second day, they will have a first chance to put these to practice in very challenging team assignments. This way they can, for the first time, test their ideas in practice

The three pillars of this training are; confront, learn and perform. The confrontation makes people aware of their own role within a team or a project. Realising this will make them more effective in their teamwork, which they can adept to their work after practicing during the training.

The programme can be executed on any desired location. In the Netherlands different locations in a natural surrounding are used and in Belgium our own exclusive accommodation ‘Adventure Hill’ is used.