Sales
The brief
Account Managers for Southern Cross Health Society 
need to call on a wide range of skills. Not only must they master the art of relationship building and customer service management, but they are also required to deal with ‘the hard stuff’ – i.e. presenting premium increases to clients and negotiating acceptable business outcomes.
On the back of a successful project that upskilled their Corporate Account Managers, Southern Cross recognised the need to develop the business negotiation skills of all its account managers.
The solution
The Learning Wave designed and ran a series of negotiation and sales skills workshops for 20 Account Managers from around the country. These were built around three core skills:
- Developing purposeful business conversation skills
- Effective negotiation process and skills
- Intensive negotiation skills
The workshop approach ensured a high degree of accountability and support for putting the learning into practice. Coaching and feedback, with extensive use of video, were employed to bed-in the learning and ensure long-term behavioural change. This also provided a platform for ongoing in-situ peer coaching.
The result
The workshops gave participants the tools and confidence to develop their business acumen and build profitable clients relationships through effective needs analysis techniques and negotiation skills.
Results of the programme have positively impacted against current business KPIs, along with repeat business figures, client satisfaction surveys and an overall decrease in the length of the sales cycle.
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