2

Marketing & Service Quality

Training Framework and Schedule

Abstract:

Thirteen (13) hours of lecture and exercises on marketing, sales and service quality concepts and skills to improve the output of supervisors and account officers.

TIME / OBJECTIVE / MODULE/TOPICS / ACTIVITIES
INTEREST GETTER / MATERIALS

Day 1

8:30 - 9:15 / To cite the importance of marketing and the role of account officer as a marketing person /

Overview of Marketing

/ - PPT Presentation
- 3 slide in a page
handout
9:15 – 11:00 / To familiarize the participants on the sales cycle framework and equip them with important selling skills /

Sales Skills Training

- The Sales Cycle Framework / ·  What’s in it for me?
·  Knowing Your MF Loan Product Sales Cycle / - PPT Presentation
- 3 slide in a page
handout
- Exercises Handouts
11:00 – 12:00 / To make the participants aware of the importance of prospecting and proper targeting of clients through market segmentation / Sales Skills Training
- Prospecting / ·  Simplified Market Segmentation Exercise / - PPT Presentation
- 3 slide in a page
handout
- Exercise Handout
- Manila Paper
- Pentel Pen
12:00 -1:00 pm /

Break

/ · 
1:00 – 2:00 pm / Sales Skills Training

- Prospecting (continuation)

/ ·  Simplified Market Segmentation Exercise
2:00 – 4:00 pm / To have participants realize that winning clients requires benefits selling /

Sales Skills Training

- Benefits Selling / ·  Benefits Writing Exercise / - PPT Presentation
- 3 slide in a page
handout
- Exercise Handout
- Manila Paper
- Pentel Pen
4:00 – 5:00 pm / To teach participants how to overcome objections in a planned manner /

Sales Skills Training

- Handling Objections / ·  Overcoming Objections Exercise / - PPT presentation
- 3 slide in a page
handout
- Exercise Handout
TIME / OBJECTIVE / MODULE/TOPICS / ACTIVITIES
INTEREST GETTER / MATERIALS
Day 2
8:30 – 10:00 am / Handling Objections (Continuation) / Exercise
10:00 – 11:00 am / To teach participants when to close the sale /

Sales Skills Training

- Closing the Sales & Asking
for Referrals / - PPT Presentation
- 3 slide in a page
handout
11:00 – 12:00 pm / To make participants aware of the various personality types that they might encounter in their work /

Sales Skills Training

- Interfacing Effectively / - PPT Presentation
- 3 slide in a page
handout
12:00 – 1:00 pm /

Break

/ -
1:00 – 2:30 pm / To instill among the participants the importance of giving quality service to clients / Relationship Marketing & Service Quality / - PPT Presentation
- 3 slide in a page
handout