This document outlines the modules and content of a 2-day sales training course. The course consists of 5 modules: 1) An Effective Sales Professional, 2) Structured Sales Technique, 3) Account Management, 4) Managing Customer Satisfaction, and 5) Being Professional. Module 1 covers the roles and responsibilities of sales professionals and skills needed to be successful in IT sales. Module 2 teaches a 7-step structured sales process and handling objections. Module 3 focuses on managing customer accounts and developing sales strategies. Module 4 discusses maximizing customer satisfaction through good customer service. And Module 5 defines what it means to be a professional and why these attributes are important.

1. Module SA
An Effective
Sales Professional
Module SB1
Structured Sales
Technique
Module P1
Being Professional
Module SB2
Account Management
Module SC1
Managing Customer
Satisfaction
by Charoen Fuangtharnthip
“Sell to achieve, Sell to win”
2-Days Sales Training Condensed Course

2. IT CAREER & RESPONSIBILITIES EDUCATION & TRAINING
1977-79 Business Representative 1974 MBA – Quantitative Business Analysis
IBM Corporation (Thailand), Thailand Santa Clara University, California
1980-81 Corporate Systems Analyst 1975 State College Teacher Credential
National Semiconductor Corp., US California Board of Trustee
1981-85 Santa Teresa Lab. Technical & Sales 1982 New Manager Training
IBM Corporation, San Jose, US IBM Manager School, Armonk, NY.
1985-87 Marketing & Sales Instructor 1993 Certified NetWare Engineer
IBM Corp., (SEAR Education Centre, Hong Kong) Business Instructor at College, San Jose
1987-95 Technical, SW Development, Sales Mgmt. 1994 Certified IBM LAN Server Administrator
IBM Corp., M&S, San Jose, US Business Instructor at College, San Jose
1996-97 Country Marketing Manager 1996-97 Scenario Mgmt. Training, 10-Steps Planning
Hewlett Packcard (Thailand), Thailand Hewlett Packard Southeast Asia Region
1997-04 DATA Management 1997-04 IBM Data Management (DB2) Training
IBM Corp., San Jose, US
2004-05 Assistant Managing Director . 2004-05 Oracle Products & Services Support Mgmt.
A-Hosting Co., Ltd., Bangkok, Thailand
2007-12 Executive Director, Senior Advisor 2007-12 Netezza Sales & Support Management,
Sahasedsiri International Co., Ltd. Thailand SAP/Business Objects, BI & EDW Management
Author of the Course
 International Experiences
 Thailand Experiences

3. Module SA
An Effective
Sales Professional
Module SB1
Structured Sales
Technique
Module P1
Being Professional
Module SB2
Account Management
Module SC1
Managing Customer
Satisfaction
5-Modules Course Price
24,900 Bahts per Attendee
Special:
Early Bird 20,900 Baht

4. Module SA
An Effective
Sales Professional
Module SB1
Structured Sales
Technique
Module SB2
Account Management
Target Skills Improvement
•Understand roles &
responsibilities
•Learn 4 levels of
IT selling's
•Learn how to improve
sales performance
•Learn how to formulate
sales strategy
•Learn how to develop
IT proposal
•Learn effective way to
make customer calls
•Learn to manage
accounts. & territories
•Learn to develop
sales forecasts
•Learn how to achieve
sales targets
Module SC1
Manage Customer
Satisfaction
Module P1
Being Professional
•Learn what customer
oriented attitude is
•Learn to retain
customer loyalty
•Learn to delight
customer
•Understand value
of being a professional
•Learn to recognize
quality of a professional
•Practice professional
and adaptive skills

5. Module SA
An Effective
Sales Professional
Module SB1
Structured Sales
Technique
Module SB2
Account Management
Sessions Schedule
Day 1 08:45-12:00
Day 1 13:00-17:00 Day 2 08:45-12:00
Module SC1
Manage Customer
Satisfaction
Module P1
Being Professional
Day 2 13:00-15:00 Day 2 15:30-17:00

6. • Held at a hotel (to be determined)
• Fully catered meals
• Professional quality venue
• Receive Certificate of Completion
from IMC
• Seats reserved for the first 15
applicants
• All instructions are conducted by the
author of the course, Ajarn Charoen
Fuangtharnthip
• Course is recommended by ATCI
Confirmed Schedule: Nov 20 – 21, 2013
2-Days Sales Training Condensed Course

7. Following are groups of individuals who would benefit most from the training;
Attendees from IT sectors are particularly appropriate:
1. Sales personnel
2. Marketing personnel
3. Sales/Marketing management personnel
4. Field support personnel with customer facing responsibilities
5. customer personnel with IT projects and management responsibilities
Target Audiences

8. Following are groups of individuals who would benefit most from the training;
Attendees from IT sectors are particularly appropriate:
1. Sales personnel
2. Marketing personnel
3. Sales/Marketing management personnel
4. Field support personnel with customer facing responsibilities
5. customer personnel with IT projects and management responsibilities
Target Audiences

9. Module SA
An Effective
Sales Professional
Module SA content: 4 hours of instructions on what makes a sales professional a special
breed of people in IT – if they are successful, they are considered highly sought after individuals who are
skilled to sell solutions in a highly technical industry. Due to the complexity and depth of Information
technology, the selling skills needed can be very demanding subject to which level of IT requirements their
customer needs are:
1. IT hardware (PC desktop, tablets, smart phones, etc.)
2. IT O.S. software (operating systems, network operating systems, etc.)
3. Applications (desktop apps., hand-held device apps, spreadsheets, etc.)
4. Integration of hardware, software, customer services processes, etc.
But being technical and knowledgeable of IT is only a prerequisite. To be adequately effective, one needs
to have the soft skills to apply the technical understanding so that its solution benefits will be perceived
correctly by the customer so much so that he/she would “BUY”.
The objective is to provide the attendee the essential knowledge of primary roles and responsibilities of an
IT sales professional; what soft skills it takes to be successful; learn to succeed regardless of which level
of IT complexity they are in.

10. Module SB1
Structured
Sales Technique
Module SB1 content: 4 hours…4 days of instructions + clinics/drills on selling techniques,
7-steps structured selling processes:
Step 1: Building rapport
Step 2: Review/Verify current systems issues & area of concerns
Step 3: Propose systems solutions & Verify key perceptions
Step 4: Selling technique: Features, Benefits, Reactions (FBR)
Step 5: Summarize solutions benefits
Step 6: Getting commitment; close the sale
Step 7: Assuring satisfaction and follow through
The objective is to provide a structure of preparatory steps needed by a salesperson in making a
customer call. This technique is well proven and widely used by Global IT companies such as IBM,
HP in training its sales force. Each step in the technique is explained, made clear with contemporary
customer examples by the instructor who had actual experiences in IT sales training in Asia. This
module also includes lecture on “How to handle objections” technique.

11. Module SB2
Account
Management
Module SB2 content: 4 hours of instructions on key data needed on customer, decision makers,
influencers, competition to develop account plans to manage customers and sales territories.
Lecture will also include importance of how to assess customer concerns and their needs for
solution. It then proceeds to apply the Findings in developing sales strategies.
The objective is to provide key essential concepts on how to effectively manage customer account.
Topics include how to create and maintain account plan, how to develop account strategies based
on business objectives. Recommended back-office preparations needed by a sales professional to
assess, analyze and synthesize to come up with effective call plans and activities for a customer’s
situation that would increase the odds of closing a business opportunity.
This module also includes “how to qualify a prospect”, an essential skill in improving the probability
to close/win an account.

12. Module SC1
Managing Customer
Satisfaction
Module SC1 content: 3 hours of instructions on essential attributes and skills needed to maximize
customer satisfactions focusing on:
a. customer oriented attitude
b. what are essential professional attributes necessary
to serve customers
c. how to retain customer loyalty
d. what skills are required to serve customer well
The objective is to equip the attendee with knowledge of what international standards of customer
oriented IT services are. The lecture would elaborate why good customer services are
fundamentally necessary for long termed success. Discuss what kind of customer expectations
are and how they could be fulfilled to gain & grow customer loyalty.

13. Module P1
Being
Professional
Module P1 content: 3 hours of instructions on what being professional means? Why they are
so fundamentally important to make one successful and why they are so desirable than those
that are considered “being amateur”:
a. Being Professional - What Is It ?
b. Why is it desirable ?
c. Describe the attributes using real-life examples
d. Practicing professional and adaptive skills
e. Key qualities & characteristics
The objective is to equip the audience with clear motivation as to why customer satisfaction is
important and absolutely necessary for long termed business success. Discuss what kind of
professionalism is needed and valued. Discuss what are necessary to retain customer
satisfaction and why it is good for business.