training programs
Flying Penguin Commercial offers you those programs your teams need, without the fuss of having to create one from scratch.
Of course, we are more willing to tailor little bits and pieces here and there, but these programs have been tried and tested many times over and will definitely engage your teams and let them fly!
We will plant a tree in our Flying Penguin forest for all participants of our Commercial and Private training programs to reduce our global footprint.
HIGH IMPACT
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SALES TRAINING
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HIGH IMPACT 〰️ SALES TRAINING 〰️
Basic Selling Skills
For new hires in sales positions and for any roles closely collaborating with sales, the BSS course takes participants through the first steps of the Selling Process.
The journey includes self learning (online modules), specific individual and group assignments as well as interactive web-sessions.
Participants are constantly working with each other, experimenting with different approaches and dealing with different perspectives.
Target group: novice sales roles, marketing, customer service support roles, application specialists, etc.
Group size: maximum 12
Approach: 5 online modules (each 3 hours), self regulated learning & simple assignments in between sessions.
Topics covered: Introduction to Sales, Sales Strategies, Preparation, Communication Fundamentals, Sales Process, Stakeholder Analysis, Need Analysis, Objection Handling, Presentation Techniques, Closing Techniques, Negotiation Techniques.
Basic Sales Excellence
Sales Excellence Fundamentals
This hybrid program aims to bring professionals from sales, marketing, back-office, service engineers, etc. together to examine the customer buying journey together.
During the program competing teams are formed to interact with stakeholders from the customer’s organization. Only those teams that use teamwork to incorporate customer centric selling strategies will be likely to win the customer’s business.
This program offers management a unique insight in the behavior of their sales teams when applying sales techniques in a difficult and competing environment.
Target group: intermediate sales roles. Optional: marketing, customer service support roles, application specialists, etc.
Group size: maximum 12
Approach: The program boasts three web-sessions, three online modules and a 2,5 day Face-to-Face session.
Topics covered: Introduction to Customer Centricity, Customer Qualification & Pipeline Management, Stakeholder Analysis, Need Analysis, Value Questioning & Active Listening, The Value Canvas, Presentation Techniques, The Value Proposition, Competitor’s Analysis, Negotiation Techniques.
Value Based Selling
Our Value Based Selling program runs for an extended period of time to allow participants in between sessions to collaborate on real live opportunities.
We involve all stakeholders from both selling and buying side to partake in this program. Internal program champions are trained to work with the group in between (Face-to-Face or Web) sessions.
The entire sales process is applied to the opportunity, from start to finish and teams are working together and are supported by the other teams to hone their techniques and close the opportunity in real time.
Target group: experienced sales professionals, marketing, customer service support roles, application specialists, etc.
Group size: maximum 10 for online and 15 for Face-to-Face
Approach: 5 interactive web-sessions with individual self-regulated learning and assignments (individual and group) in between sessions. Alternatively this program can be run as a 3-day Face-to-Face session.
Topics covered: Value Based & Customer Centric selling strategies, Opportunity selection, Account Planning, Stakeholder Analysis, Personal Analysis, Investigative Techniques, Value questioning techniques, The Value Canvas, Storytelling, Presentation Techniques, Closing Techniques, Negotiation Techniques.
Sales Excellence Academy
Flying Penguin’s Sales Academy offers our customers a one-stop-shop from induction of new hires in sales to becoming expert in customer centric selling.
Step 1
The program starts with a management session to determine the commercial strategy and needed (human) resources to execute the strategy. All potential participants for the Sales Excellence Academy complete the SalesScan (provided by Sales Colors).
Together with management individual profiles are compared to the strategic needs and individual development needs are determined.
Participants work independently over a specific period of time to complete a number of e-learning modules.
Step 2
Next in the program is the Basic Selling Skills program for new hires and sales & support functions eager to refresh their knowledge and practical application. (see description above). Over time we can provide a Train-The-Trainer course enabling internal staff to run this step.
Step 3
This is the hardest and most intensive element of the Sales Excellence Academy program; participants form accountability groups to work on real live opportunities. Together with their manager and a selected group of supporting roles, the opportunity is developed following the Flying Penguin handbook. Each step is previewed - executed - reviewed and then logged.
Best practice and unsolvable challenges are recorded for further scrutiny in step 4.
Step 4
The last step in the program is a variation of the Sales Excellence program (see description above). Instead of a generic business case, participants review their opportunities from step 3 in the program. Each best practice is reviewed and each challenge solved together with the Flying Penguin facilitator(s).
customer service Programs
Flying Penguin offers Customer Service training program on three different levels: Fundamentals, Advanced and Leaders in Service. The first two are described below. The Leadership program is always tailormade due to the nature of leadership needed to support the transition.
The Fundamental Program
This program has been designed to introduce Customer Service to new hires or employees with little to no experience.
The entire program is created on an interactive platform, inviting participants to interact, work together, add input, provide feedback and examine their roles and interactions from every conceivable angle.
All aspects of customer service are covered so participants can be introduced to the fundamentals of their roles. Another great aspect of this program is that we are able to collect and store all input, allowing us to adopt a bottom-up approach to important topics such as escalation, support, common messages, service guidelines, etc.
Target group: novice customer service agents and service personnel
Group size: maximum 12
Approach: 5 interactive web-sessions (4 hours per session) without any assignments in between sessions.
Topics covered: Customer Service Fundamentals, Communication Fundamentals, Customer Experience, Dealing with Difficult Situations, Self-Management, Escalation Management and Survival Kits creation for each service role.
The Advanced Program
For more advanced professionals in Customer Service positions, we designed this interactive workshop.
The workshop combines an online environment for sharing, feedback and brainstorming in combination with a Face-to-Face workshop designed to create best practice, offer peer-to-peer coaching for the novices and new hires.
All aspects of customer service are once again covered but to a deeper level. The input collected from the Fundamentals program is utilized to create guidelines and best practice for important topics such as escalation, support, common messages, service guidelines, etc.
Target group: advanced and senior customer service agents and service personnel
Group size: maximum 12
Approach: 2 interactive web-sessions (2 hours per session), 1 Face-to-Face workshop (1 day) with assignments before during and after for each participant.
Topics covered: Customer Service Fundamentals, Communication Fundamentals, Customer Experience, Dealing with Difficult Situations, Self-Management, Escalation Management and Survival Kits creation for each service role.
Leadership Training
Leadership training
Our commercial leadership training is focused on your local or regional management teams.
Our program runs for approximately 6 months and has various sessions. From Face-to-Face workshops stimulating collaboration, peer-to-peer feedback and dialogue, to challenging assignments, 360 feedback and peer consultation during web-sessions. Between sessions, individual and group coaching can be arranged.
Creating collaborative and guiding stewardship. Your leaders will get to know themselves and their peers better, and will recognize their own and other people's behavior. Increased levels of understanding will lower inhibiting boundaries.
Leaders will learn how to trust their instinct, improve their qualities and achieve their personal goals.
Target group: middle management
Group size: maximum 12
Approach: 2 Face-to-Face sessions (1x2-day & 1x1-day), combined with two (4-hr) online modules), and (team) coaching sessions in between modules.
Topics covered: Values and Leadership Skills <customer>, Leadership Styles, Self-Assessment (or any other Assessment), Leadership Cycle, Situational Leadership, Maturity Models, Team Building, Goal Setting, Delegation, Difficult Conversations, Feedback, Development Oriented Leadership, Coaching Principles.
marketing training
The Holy Trinity
In this training participants are introduced to the wondrous world of sales, marketing and customer service.
The aim is to identify touch points between the three functions, all with a very clear focus on the Customer Experience.
The workshop creates clarity on where each role begins and ends, offers room for dialogue on ways to help & support each other, versus working in silos. “How can I help you to help me?” is a key question that needs to be answered.
All basic principles of the three functionalities is covered as well as the trends impacting each role.
Target group: sales, marketing, customer service and middle management
Group size: maximum 12
Approach: 2 Face-to-Face sessions (2x1-day), combined with two (2-hr) online modules), and (team) coaching sessions in between modules.
Topics covered: Customer Centricity, <customer name> strategy and Mission|Vision|Values, Marketing principles and roles, Communication Channels, Sales principles and roles, The Sales Process, The Buying Journey, Customer Service principles and roles, The Customer Value Experience, Feedback and basic Agile working methods.
Digital marketing and ai
This training challenges professional from marketing, but also sales & customer service to reflect how digital marketing and ai will impact their roles. Now and in the (near) future.
During this transitional workshop, participants reflect on their sphere of influence: “What can/should we do to stay relevant and effective in our role?” Additionally, participants are invited to brainstorm on the needs of the organisation to become future proof.
The course has Ted Talk elements with guest speakers sharing their experience on the application of AI and the myriad of opportunities that Digital Marketing offers in the B2B arena.
Target group: Senior staff in marketing (management). Optionally, senior sales & customer service personnel (management level)
Group size: maximum 20
Approach: 1 Face-to-Face session (1-day)
Topics covered: Trends, Case studies, applications of Digital Marketing and AI, Territory planning, Channel Management.
Hard & SOFT Skill training modules
We work together with various specialized partners to offer hard and soft skill training on all topics related to:
Sales
Marketing
Customer Service
Management & Leadership
Most of our skills training modules are extremely practical and quite confrontational.
Each training is full of hands-on hints and tips, directly linked to reality.
Ideally, we combine standard e-learning modules with training programs to create blended learning approaches. Especially practicing online, using video and audio recordings in combination with short situational movies prove to be very effective for most skill trainings.