DESIGN DOCUMENTDOCUMENT- 24 days days + Hands on Training Godrej-WoW-Selling Skills- V-1.0-240412
Project Code
Program Name
Godrej-Way of WorkingSelling Skills
Pre-Requisites Pre-Requisites to the Training
None
Version
1.0
Date
24-Apr-12
Terminal Objectives: After the successful completion of the program the participants will be able: - to identify and discuss market requirements and sell efficiently along with offering excellent customer service - to describe about the offerings of FMCG, - to list the steps of effective sales skills required during every step of customer interaction - to demonstrate Godrej Way of working while selling na ng ec ves: er success u comp e on o e programme, par c pan s w e a e: - to identify the transition of market from direct to indirect sales - to recall the transition of selling technique from barter system to exchange through currency - to list the markets for FMCG, Telecom - to identify the importance of soft skills in sales - to list the steps of the sales process - to demonstrate the sales process - to comprehend the importance of honesty and integrity in sales - to demonstrate skills essential for effective customer service like communication skills, listening skills, etc. - to demonstrate effective follow-up and relationship building for customer delight to understand Godrej way of working. to demon demonstr strate ate odre odre wa of work workin in .
S.No.
Methodology
Tools
Time hours
• Introduction & Icebreaker
To recognize and build rapport with fellow participants / Facilitator
Ice breaker/ Activity
PPT, Flipchart, white board marker
2
Welcome, Introduction & Icebreaker
- Expectation mapping - Program outline - Course curriculum - The certification path - WIIFM - Why Am I Here?, Win Win for Both, - Personal Benefits
Describe the plan for growth, Knowledge and skills Identify the benefits of the training program
Facilitator led discussion, Group discussion, Question based discussion
PPT, Flipchart, white board marker, handbook
2
SSLANT
Development of the right attitude to learn
To develop the right kind of attitude for attaining skills & knowledge.
Instructor led training. Question based discussion, Activity
Sessions
Objectives
Fundo
Module
Day 1 1
2
3
PPTs, Flipchart, Activity, workbook
Day 2
2 6
4
Essential Skills required at work
• Working with Body Language
Demonstrate correct body language
Instructor led training, Question based discussion, workbook exercises, group activity, Role plays, Case studies, Video based learning
5
Hands on training on computers
Working on computers
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Computer
Computer , PPT
2.5
6
Participant Presentation
SSLANT Working with the body language Being Persuasive Empathy
Explain SSLANT List the importance & impact of body language List the importance of persuasion and empathy while interacting with the customer.
Participant presentation
Flipchart, white board marker, handbook
1
PPT, flipchart, video
2.5
Day 3
6
7
Tradition & Etiquette
• Greeting • hospitality • truth, honesty and integrity • respect •Basic etiquettes • Showing Empathy and Rapport building
8
Essential Skills required at work
- Verbal Communication • Listening
Demonstrate effective communication and listening skills List essentials of verbal communication To hold tactful conversations
Instructor led training, Question based discussion, workbook exercises, group activity, Role plays, Case studies, Video based learning
PPT, flipchart, video
2
9
Participant Presentation
• Listening • Essentials of verbal communication • culture and conduct at work same
List the importance of listening Demonstrate listening skills List essentials of verbal communication List commonalities between culture and conduct at work
Participant presentation
Flipchart, white board marker, handbook
1
10
Essential Skills required at work
Demonstrate grooming
Instructor led training, Question based discussion, workbook exercises, Swa am
PPT, flipchart, practical's, Activity
1
• Grooming
To identify the important aspects of Indian culture and tradition Demonstrate etiquettes in day to day life Demonstrate empathy thereby building rapport
Instructor led training, Question based discussion, workbook exercises, group activity, Role plays, Case studies, Video based learning
PPT, Flipchart, white board marker, handbook, Video
2
Day 4
• Grooming
11
Essential Skills required at work
12
Hands on training on computers
13
Participant Presentation
14
Introduction to the concept of sales
• What is sales >History of Selling >Whom to Sell • The Buying cycle • The Selling cycle >You as a sales erson
15
Introduction to the concept of sales
• What is sales >History of Selling >Whom to Sell • The Buying cycle • The Selling cycle >You as a sales person > Roles and Responsibilities of a sales person
16
Modes of selling
^ Market Overview ^ Modes of Selling ^ Overview of selling Process ^ Grooming and dressing for sales person
Working on computers
• Grooming • Showing empathy and rapport building
6
Demonstrate grooming
Instructor led training, Question based discussion, workbook exercises, Swayam
PPT, flipchart, practical's, Activity
2
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Computer
Computer , PPT
2
List the importance of being healthy and hygienic Demonstrate empathy List the essentials of grooming Demonstrate grooming
Participant presentation
Flipchart, white board marker, handbook
1
^ Describe sales ^ List out the evolution of selling and market place ^ Describe the buying cycle ^ Describe selling Cycle ^ List out the role and res onsibilities of a
Instructor led training, Question based discussion, workbook exercises, group activity
PPT, Flipchart, white board marker, handbook
1
Day 5
17
Participant Presentation
• What is sales • The Buying cycle • The Selling cycle • Introduction to the concept of sales
^ Describe sales ^ List out the evolution of selling and market place ^ Describe the buying cycle ^ Describe selling Cycle ^ List out the role and responsibilities of a sales person
Identify the modes of sales
^ List out the evolution of selling and market place ^ Describe the buying cycle ^ Describe selling Cycle ^ List out the role and responsibilities of a sales person
6
Instructor led training, Question based discussion, workbook exercises, group activity
PPT, Flipchart, white board marker, handbook
3
Instructor led training, Question based discussion, workbook exercises, group activity
PPT, Flipchart, white board marker, handbook
2
Participant presentation
Flipchart, white board marker, handbook
1
Day 6
18
Distribution of Products
19
Hands on training on computers
20
Participant Presentation
21
Making a perfect sale
22
Participant Presentation
23 Steps to make a winning sale GAINS
^ What is distribution channel ^ Types of distributions ^ Advantages & disadvantages of distribution channel ^ Roles of the channel members ^ Your role in distribution channel
Working on computers
^ What is distribution channel ^ Types of distributions ^ Advantages & disadvantages of distribution channel ^ Roles of the channel members ^ Your role in distribution channel
6
^ Explain the meaning of distribution channel ^ Explain the advantages and disadvantages of distribution channel ^ List out the step of distribution ^ Explain the role of the intermediaries in the distribution channel
Instructor led training, Question based discussion, workbook exercises, group activity
PPT, Flipchart, white board marker, handbook
3
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Computer
Computer , PPT
2
^ Explain the meaning of distribution channel ^ Explain the advantages and disadvantages of distribution channel ^ List out the step of distribution ^ Explain the role of the intermediaries in the distribution channel
Participant presentation
Flipchart, white board marker, handbook
1
Day 7
6
sales processes - ONSOC - GAINS - GAPP
List the steps involved in sales
Inst ructor led training, Quest ion based discussion, group activity
PPT, Flipchart, white board marker, handbook
1.5
Modes of Selling
List the steps involved in sales
Participant presentation
Flipchart, white board marker, handbook
1.5
Facilitator led discussion / role play, video based discussion
PPT, handbook, flipchart, whiteboard, marker
3
Steps to make a winning sale GAINS
Demonstrate application of the sales processes followed in the urban market for feet on street sales person
Day 8
24
25
Steps to make a winning sale while selling across the counter - GAPP
Steps to make a winning sale while selling across the counter - GAPP Suggestive selling Cross selling Up selling
Hands on training on computers
Working on computers
26 Steps to make a winning sale GAINS
Steps to make a winning sale GAINS
6
Demonstrate application of the sales processes used in the markets in various regions for across the counter selling
Facilitator led discussion / role play, video based discussion
PPT, handbook, flipchart, whiteboard, marker, video, Role Plays
2
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Com uter
Computer , PPT
2
Facilitator led discussion / role play, video based discussion
PPT, handbook, flipchart, whiteboard, marker, Role Plays
2
Facilitator led discussion / role play, video based discussion
PPT, handbook, flipchart, whiteboard, marker, Role Plays
1
Demonstrate application of the sales processes followed in the urban market for feet on street sales person Day 9
6
27
Steps to make a winning sale GAINS
Steps to make a winning sale GAINS
Demonstrate application of the sales processes followed in the urban market for feet on street sales person
28
Practice selling FMCG products
Sell FMCG products
Demonstrate selling FMCG products
Role plays
Observation sheet
1
Explain about FMCG and durable goods Differentiate goods into FMCG and durable
Instructor led training, Question based discussion, Activity Demonstration, Role play
PPT, Flipchart, Markers, Whiteboard, Handbook
2
Demonstrate selling FMCG products
Role plays
Observation sheet
1
processes followed in the urban market for feet on street sales person
Participant presentation
Flipchart, white board marker, handbook
1
, , . telecom products) Durable goods (White goods, automobile)
29
Categories of goods
30
Practice selling FMCG products
Sell FMCG products
31
Participant Presentation
Steps to make a winning sale GAINS
Day 10
6
32
Godrej Selling Skills
Selling Skills
Importance and understanding the selling skills
Video based discussion, question based discussion
Video , PPT
Day 11 33
Godrej Selling Skills
Selling Skills
Importance and understanding the selling skills
34
Godrej Selling Skills
Selling Skills
Role and Responsibilities the selling skills
6 Video based discussion, question based discussion
Video , PPT
Video based discussion, question based discussion
Video , PPT
Day 12
35
Godrej Selling Skills
Selling Skills
Selling Skills
Understanding & Demonstrating the selling skills
Godrej Selling Skills
6 6
Video based discussion, question based discussion
Video , PPT
Day 14
36
6 6
Day 13 Understanding & Demonstrating the selling skills
6
6
6 Video based discussion, question based discussion
Video , PPT
6
Day 15 37
38
39
Interviewing skills
Hands on training on computers
Participant Presentation
• Resume Writing for an Interview • How to prepare for an Interview? • How to face an Interview?
Working on computers , , . telecom products) Durable goods (White goods, automobile What are durable goods
6
Identify the essentials of a resume demonstrate effective resume writing use interview skills while facin an interview
ILT, role-play
PPT, Flipchart
3
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Computer
Computer , PPT
2
Understanding & Demonstrating the understanding on FMCG goods
Participant presentation
Flipchart, white board marker, handbook
1
Facilitator led discussion, question based discussion, group activity
PPT, handbook, flipchart, whiteboard, marker
2
Facilitator led discussion, question based discussion, group activity
PPT, handbook, flipchart, whiteboard, marker
3.5
Participant presentation
Flipchart, white board marker, handbook
0.5
Day 16 40
Know your domain - Telecom
41
Know your domain - Telecom
42
Participant Presentation
•Introduction to telecom brands •Introduction to telecommunication Telecom products available in the market
Describe the history of telecom List the usage of telecommunication in our daily lives List the usage of telecommunication
• Segments of Telecom Business Communication and media, Mobile services - Prepaid and Postpaid
List the segments of telecom business Describe the prepaid and postpaid markets
Know your domain - telecom products
Explain about telecom products
6
Day 17 Elaborate the meaning of sales promotion Sales Promotions of telecom and merchandising for telecom products products Demonstrate methods of sales promotion and Merchandising of telecom products merchandising for telecom product
6 Facilitator led discussion, question based discussion, group activity
PPT, handbook, flipchart, whiteboard, marker
1.5
Demonstrate selling telecom products
Role plays
Observation sheet
2.5
Working on computers
Demonstrating and Understanding the Computer Skills
Question Based Discussion, Group Activity , Hands on training on Computer
Computer , PPT
2
Hands on training on computers
Working on computers
Demonstrating and Understanding the Computer Skills
47
Concept of FABing
What is FABing Practice FABing
Define FABing Demonstrate FABing while selling Day 19
48
Recap
Selling Skills
Recapitulation of selling skills
43
The art of selling - Telecom
44
Practice selling telecom products
Sell telecom products
45
Hands on training on computers
46
Day 18
6 Question Based Discussion, Group Activity , Hands on training on Com uter Facilitator led discussion, question based discussion, activity
Computer , PPT
4
PPT, handbook, flipchart, whiteboard, marker
2
Question Based Discussion, Group Activit , Role Pla s
Observation sheet, flipchart, whiteboard, marker
Question Based Discussion, Group Activit , Role Pla s
Observation sheet, flipchart, whiteboard, marker
6
Day 20 49
Recap
Selling Skills
Recapitulation of selling skills
6
Day 21 50
51
52
53
54
Recap & Hands on training on computers
Assessment and Certification
Assessment and Certification
Assessment and Certification Action Planning - personal and group Facilitator led discussion/ WB activity
Working on computers
• Assessment
• Assessment
• Assessment
• Make your personal action plan
Demonstrating and Understanding the Computer Skills Day 22 To explain and demonstrate the learning of the trainin ro ram Day 23 To explain and demonstrate the learning of the trainin ro ram Day 24 To explain and demonstrate the learning of the training program To enable participant to create action plans for themselves
6
6 6
Question Based Discussion, Group Activity , Hands on training on Com uter
Computer , PPT
Written test and role plays
flipchart, white board, ppt, uestion a er
Written test and role plays
flipchart, white board, ppt, uestion a er
Written test and role plays
flipchart, white board, ppt, question paper
5
Facilitator led discussion/ workbook activity
PPT/Flip chart/ WB
1
Total
144 hrs
6 6 6 6 6 6
