Sales Support (Appointment and After-Sales Support)

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Employees often confuse appointments and after-sales support with sales
• The ‘bird’s eye view’ is often missing: the realization that one’s own results are 
reflected in the processes, e.g. of sale. With the consequence of classical distribution 
errors, e.g. the thought that an appointment MUST be scheduled, no matter the 
reason or the possible outcome.

• The control instruments of the interfaces, in particular between sales and 
appointments, as well as after-sales support, are often not ideal. For example, 
appointment scheduling often anticipates a certain number of appointments and 
then classifies their quality as “lead” or “appointment” without sufficient and 
understandable reasoning as inadequate. This leads to further frustration.

Learning Objectives:
• Recognize the differences between making appointments, after-sales service and 
sales and overcoming their respective barriers
• Recognize and evaluate one’s own performance in connection with sales and its local 
challenges and then take responsibility
• Recognizing weaknesses in the control instruments of the interfaces, in particular 
between sales and appointments, as well as after-sales support, to address them and 
to draw corresponding motivation from them

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