Introduction
The programme “Sales Excellence Using Strategic Thinking Techniques” develops professional practice in Sales. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from sales management, negotiation, and relationship development to customer experience development and complaint handling, with practical work on quality management and process control, strategy formulation and prioritization, professional communication, negotiation, and conflict management. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Build a sales process connecting opportunity qualification with customer needs and disciplined follow-up in an application related to “Sales Excellence Using Strategic Thinking Techniques”.
- Apply a quality approach connecting beneficiary requirements with process control and improvement.
- Translate strategic direction into actionable objectives and initiatives.
- Select a communication and negotiation approach that addresses interests and preserves professional relationships.
- Design a service journey and complaint response based on customer needs and follow-up evidence.
Learning areas
1. Sales Management, Negotiation, and Relationship Development
- Identify the right customer and qualify the opportunity in terms of need, decision-making, budget, and timing, documenting missing information.
- Conduct a discovery interview focused on the customer's problem and intended result, distinguishing the stated request from the actual need.
- Write a proposal connecting the solution to value, evidence, scope, and terms, and address objections through questions and checks on understanding.
- Prepare a negotiation identifying interests, alternatives, and authority limits, and document both parties' commitments and the closing and handover steps.
- Manage follow-up in an opportunity register with evidence-based forecasts, and measure conversion, sales cycle length, and relationship quality after delivery. The application examines a case related to “Sales Excellence Using Strategic Thinking Techniques”.
2. Quality Management and Process Control
- Define beneficiary requirements and product or service acceptance criteria, and translate them into testable process controls.
- Map process interactions, identifying risks, resources, records, and quality control responsibilities at handover points.
- Use cause and data analysis tools to understand nonconformities, and distinguish immediate correction from corrective action.
- Prepare a verification and internal review plan using objective evidence, referring to the current applicable edition of the relevant standard during implementation.
- Evaluate improvement results in terms of defects, time, rework, and beneficiary experience, and document knowledge that should be shared more widely.
3. Strategy Formulation and Prioritization
- Analyze the internal and external environment using available data, and distinguish opportunities from assumptions that require verification.
- Define a specific strategic problem and connect it to the organization's mission and the value sought by beneficiaries and stakeholders.
- Set measurable objectives with a baseline, target, and time horizon, and assign a clear owner to each objective.
- Prioritize initiatives according to impact, feasibility, resources, risks, and interdependencies, explaining the reasons for the trade-offs.
- Build an implementation roadmap covering phases, owners, resources, review gates, and a mechanism for adjusting priorities when circumstances change.
4. Professional Communication, Negotiation, and Conflict Management
- Analyze the communication objective, audience, context, and sensitivity, and select the channel, message, and timing to support the intended result.
- Practice listening, checking understanding, and questioning, and distinguish facts from interpretations and personal assumptions.
- Identify the parties' interests, limits, alternatives, and comparison criteria, and prepare a list of negotiable points.
- Handle objections and disagreements by reframing the problem, generating alternatives, and documenting agreements.
- Simulate a communication or negotiation situation, assess message clarity and response quality, and plan improvements for subsequent practice.
5. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact.
Practical outputs
- A customer account plan, opportunity pipeline, and proposal and follow-up template.
- A process map, nonconformity register, and quality improvement plan.
- A strategy map and a priority matrix for proposed initiatives.
- A communication plan, interests matrix, and actionable negotiation scenario.
- A customer journey map, complaint response guide, and service quality cards.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in sales, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Sales Excellence Using Strategic Thinking Techniques” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Sales Excellence Using Strategic Thinking Techniques” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.