This is an interim proposal. The final curriculum will be drawn up after a customization consultation with senior managers of client organization

KEY ACCOUNT MANAGEMENT

a highly interactive two-day (plus two half-day follow-up sessions) program

INCLUSIVE OF TWO POST-PROGAM HALF- DAY SESSIONS

Facilitated by

INTRODUCTION

Identifying New Growth Opportunities within Your Customer Base

"We want every single cent of the client's budget," that's the CEO's battle-cry. To achieve that objective, romancing the customer by solving their problems is the best strategy. Selling solutions to their problems is now a better alternative to selling products. This program goes straight into managing key customers -- the nuts and bolts, the how-to's, the processes, the standard operating procedures -- so that every sales efforts ends in confirmed orders by customers, and no sale slips through the fingers.

WHY THIS PROGRAM IS SPECIAL

Each participant uses his/her actual KAM efforts as case studies; Featuring widely-used B2B problem-solving solution selling techniques, processes,

systems, how-to’s, S.O.P.’s and strategies used by Fortune 500 companies, adapted to suit the Asian business environment;

40% expert input (or lecture), 60% audience participation (learning by doing); Each participant receives a comprehensive fact-filled workshop-manual-cum-

resource-book for easy on-the-job reference; Each participant receives zipped folders containing over 50 articles on KAM and

selling skills written by various authors; Program developed by HRD Gateway Management Development Centre faculty

members, used under licence Validated by EDS™ (Executive Development Seminar) of Advance Academy Resources

Sdn Bhd for CEU award purposes; Endorsed by HRD Gateway, malaysiaHRonline, HumanTalents International, and

Training Malaysia; In association with HRD Gateway, this program offered in: India, Pakistan, Sri Lanka,

Singapore, Malaysia, China, Taiwan, Indonesia, Brunei, Thailand, Cambodia, Vietnam, Laos, Myanmar, Philippines, Czech Republic, UAE, and USA.

OBJECTIVE

To help participants acquire and internalize tested, proven and widely used key account management techniques using engineering and project management approaches, so that participants achieve high repeat sales results.

POWERFUL BENEFITS PARTICIPANTS WILL RECEIVE

You will…..

Go thru the key account management roadmap Discover how to create credibility in prospects' minds Put on your key account’s hat and experience what they go thru in a buying process Learn the S.U.S.U. model Learn how to turn key account management into a science and a project Know who to deal with within the client organization Identify key players in a complex buying situation Learn how to gain access to key decision makers Learn how to manage internal customers Discover the power of “CEO Mentality” in KAM success Find out about the one key ingredient to communication success Learn powerful listening tips Learn about end-to end-selling Be aware of moments Of truth in key account management Learn how to liaise with heads of departments Understand Level 5 leadership concepts Learn how to make people remember you fondly for life

Know how to apply CESAWL -- the customer engagement process Find out why you want customers to complain. Learn the Ron Zemke service disaster recovery process Find out why customers stop buying from your company

WHO SHOULD ATTEND?

All key account managers, sales persons, sales managers, marketing managers. In short, your entire sales and marketing team.

PROGRAM TOPICS

Small group discussion: Challenges & problems I face when I deal with key accountsPurpose: to enable trainer to focus on such challenges / problem during the course of the program

The KAM roadmapThe key account manager and the customerThe sales functiongRelationship with SponsorLeveraging for the futureLiaison with internal customersCEO Mentality

Who to deal with in a key accountIntroducing the S.U.S.U. ModelBuying influences: Sponsor, User, Sourcer Evaluator, Ultimate Decision MakerCharacteristics of the four buying influencesDegree of influenceHow to gain access to the key decision maker“If there’s no problem, there’s no change”Case study: One recent successful sale you made t

How to sell in the current downturn when customers have no budgetThe reality of the current financial meltdownIntroducing “Provocation-based Selling”The Steps of Provocation-based Selling

Effective communication skills for key account managementStress-free listeningThink of someone who (doesn't) listenThe biggest problem in communicationsRoadblocks to listeningPower listening tips

"We want every single dollar of client's budget"

End-to-end-selling

Do what other sales people don't do -- increase sales productivity by solving problems"We are not selling commodities"Product centric selling versus solution centric sellingWhy product selling means swimming in the "red ocean"Characteristics and benefits of solution sellingSolving customers' problems, the key to selling successHow to get every single dollar of the customers' budget

Introducing Customer-Centric Problem-Solving Solution SellingSolving customers problems -- the key to selling successThe problem solving and solution selling modelCreating a catalog of problemsThe pain -- the problemProblem ownershipThe three response situationsTwo levels of benefitsBusiness success and personal win quadrantBuilding up your repertoire of success stories (testimonies, references)Results of total solution measuredCase study: one sales effort you are working on

When you are in front of the customer -- the F2F (face-to-face) tactical sales processWhy customers agree to see you in the first placeIntroducing the F2B tactical selling modelThe concept of Pain-PleasureRole play -- You are now in front of a prospect / customerVideo-based case study -- What sales people can learn from a doctor

Moments Of Truth In Key Account ManagementMoments of truth in customer engagementReasons for moments of truth

Liaison with internal customers in serving the key accountIndentifying the departments that serve the key accountLiaison with heads of departmentsResolving conflictsHow to manage your subordinates

Level 5 leadership skills for key account managersThe concept of Level 5 LeadershipCase studiesStrategies to apply in relation to KAM

How to make people remember you fondly for lifeCreating A Right-brain Experience (CARE)

Going Above and Beyond the Call of Duty (ABCD)

The Customer Engagement ProcessIntroducing the CESAWL model in customer engagementCESAWL role play

Complaints, Complaints, ComplaintsWe want customers to complain.Group discussion on bad service deliveryPositive results of working with complaints and difficult customers.Case study -- How to handle a complaintThe Ron Zemke service disaster recovery processWhat happens when you put the Ron Zemke model into action

Why customers stop buying from your companyWho’s at fault?Getting rid of customer barriersMaking it easier for customer to do business with us

TWO HALF-DAY POST-COURSE LEVELS 2 AND 3 EVALUATION SESSION

Time: First half-day session at least two weeks after training day; second half-day session at least one month after training day

Purpose of Post-Course Evaluation session:

1. To determine if participants understand the basic concepts and principles discussed at the training session (Level 2)

2. To determine if participants are applying (on the job) the basic concepts and principles discussed at the training session (Level 3)

3. To discuss challenges faced by participants when applying the basic concepts and principles discussed at the training session, and to brainstorm ways of overcoming these challenges.

Who should attend: all participants who went thru the training program

A HIGHLY INTERACTIVE PROGRAM

The trainers use the 40%-expert-input-/-60%-audience-participation formula in his training sessions. For maximum learning impact and retention, they use audience participation techniques such as individual exercises, group exercises / discussions, peer-teaching activities, case studies, role plays, humor, kinesthetic exercises, superlearning inducement / stress release exercises, subconscious-mind conditioning activities, music, and watching and discussing video clips.

PROGRAM ENDORSEMENTS

Endorsed by

Validated by EDS™ (Executive Development Seminar) of Advance Academy Resources Sdn Bhd in collaboration with Akamai University and Commonwealth Open University for CEU award purposes

Program offered in: India, Pakistan, Sri Lanka, Maldives, Singapore, Malaysia, China, Taiwan, Indonesia, Brunei, Thailand, Cambodia, Vietnam, Laos, Myanmar, Philippines, UAE, Czech Republic, and USA

Program developed byHRD Gateway International Management Centre Faculty

Used under licence

Co-trainer

DANNIEL LIM is an author, a passionate coach, an experienced speaker and MC. He has trained & spoken in Malaysia, Singapore, Indonesia, Vietnam, India & Hong Kong. He is a HRDC Certified Training Consultant active in the area of Leadership; Inter-Personal Skills Development (Emotional Intelligence / Communication Skills); Marketing & Customer Service; HR & Training Development; Organizational & Culture Development; Public Speaking & Presentation Skills; Personality Profiling; Behavioral & Mindset

Development; Freedom of Expression and Stress Management.

Danniel has 20 years of experience in a wide range of areas such as Education; Sales & Marketing; Certification; Consultancy; HR & Training and Organizational Development. Danniel’s career has been centered on SMEs & SMIs that deal with National & Multi-National Corporations – as such he is well experienced with the best & worst of both worlds. Therefore he is well equipped to help deal with any organization’s development needs precisely & effectively.

Danniel is the Vice President of HRD Gateway (www.hrdgateway.org), a 40,000 member international non-profit organization dedicated to excellence in Human Resource Development. He is also the Consulting Director of HRD Gateway Management Development Centre (MDC) the education & development arm of HRD Gateway. He is currently studying for his MBA and at the same time conducting research & preparing to write his definitive doctoral thesis on the dynamics of personality in business as well as personal relationships.

Danniel is… Vice President, HRD Gateway Consulting Director, HRD Gateway Management Development Centre Faculty Member, HRD Gateway Management Development Centre Adjunct Faculty Member, Humantalents International Certified Training Consultant (TTT/0511) Human Resource Development

Council Developer, Organizational Development Instrument Co-Developer, Cultural Overview assessment tool Co-Developer, Team Overview assessment tool Co-Developer, Personality Development Instrument Developer, Behavioral Development Technology Founder, the SIMPLY SPEAKING system Co-Developer, the Strategic and Tactical Speech Process Co-Author, ‘The Art of Mastering Ceremonies’ Lecturer, Open University Malaysia President (2010-2011) Money & You KL Toastmasters Club Competent Communicator, Toastmasters International Graduate, The Money & You Program Graduate, The Landmark Forum Graduate, The Silva Mind Method

His current & recent clients include Aker Solutions, The Ascott KL, AUO Sunpower, Commerce Dot Com (DRB Hicom Group), Delta Mediscience, Department of Civil Defense (JPA), DHL, Fire & Rescue (Bomba), Flextronics, GCEHC, Hilton Hotel Kuching, INSPEN, Jabil, Malakoff Corporation, Marinetime Enforcement Agency (APMM), Maybank, Maxis, Merck, Ministry of Health, NST, Prudential, Public Bank, RB Land, Real Rewards, Royal Malaysian Air Force (TUDM), Royal Malaysian Police (PDRM), Shell, Sime Darby, Southern Lion, Spansion, Symrise, Tan Chong, Telekom Malaysia, Western Digital, Xepa-Soul Pattinson, Zuellig Pharma, etc.

Danniel is a proponent of the holistic Organizational Coaching approach as opposed to the surgical Training only approach when it comes to developing the people in an organization. In line with this approach, Danniel developed – as a faculty of the HRD Gateway MDC – the Organizational Development Instrument (ODI) which is primarily a set of three (3) audit and measurement tools; the first tool is the Cultural Overview for assessing and measuring your organization’s culture and resilience; second, the Team Overview for assessing the teamwork and group dynamics of a department, committee, project team, etc.; while the third is the Personality Assessment Tool for assessing and analyzing the personality and thinking styles of employees.

Co-trainer

The course leader, G K Lim (aka Sawadpong Limtrakul), is experienced in sales, marketing and business, and in cutting-edge adult learning techniques

G K Lim (aka Sawadpong Limtrakul) < gk@gklim.com > is President of HRD Gateway, a 40,000-member international non-profit organization dedicated to excellence in human resource management. He is also a training consultant in the area of consultative / solution-centric selling skills, key account management, negotiation / persuasion / influencing skills, stress management, whole-brain intuitive 360-degree managerial leadership excellence, level 5 leadership, personal productivity / resilience skills, and mind / intuition enhancement.

He holds an MBA from American Heritage University of Southern California, and currently working for his DBA from Ifugao State University, Philippines.

He has had consulting and training assignments in Thailand, Indonesia, Malaysia, Singapore, Brunei, Philippines, Vietnam, India, Sri Lanka, Maldives, United Arab Emirates, and China, and has appeared on TV2 (KL), TVM (Maldives), UNTV (Manila) and RPN9 (Manila).

He is…… Fellow of the Institute of Sales and Marketing Management; Approved CMSI Sales Personnel Certification Advisor & Instructor;

ISO Certified In Marketing & Sales (ISO CMS 991182); Certified e-Business Associate (EC-Council); Certified EC-Council Instructor; Certified Herrmann Brain Dominance Instructor; Certified Competency-Based Training & Education Instructor; Certified facilitator for "Psychology of Winning," "It's A Deal," "Adventures in

Attitudes," and "You Were Born Rich Video Program;" Accredited Facilitator, Accelerated Entrepreneurs Development Program; Silva Mind Control facilitator; Associate, Profiles International; Process Implementation Specialist, SMI NLP practitioner; Affiliate, Jim Rohn International; Member, Ecumenical Society of Psychorientology; Member, Intuition Network; Founding Member, International Association of Coaches; President, HRD Gateway; Past President, China HRM; Principal Consultant, Human Resources Services; and Project Leader, HRD Gateway Management Development Centre program

development project

A partial list of in-house training clients include: ABB, Aesculap, Acer, Aon Vietnam, ANZ Bank Hanoi, B Braun, Bristol-Myers Squibb, Cadbury, Canon, Ciitibank, Cycle & Carriage Bintang, Datacard Group USA, Dell, Dexion, DHL, Digi, Euromedical, Flextronics, GE Toshiba Silicones, HAVI Food, IQPC Oil & Gas Dubai, IITM Sri Lanka, Intel, Jabil, Jaya Jusco, Komag, Landmark Graphics, Maersk Medical, Maybank, Maxis, Microsoft Thailand, Mitsui-O.S.K. Lines, Mitsui Sumitomo, NEC, New Zealand Milk, Nordberg China, Novartis Pharmaceuticals, O'Connor's, Panasonic, Permodalan BSN, Public Bank, PSA Maldives, PWTC, Reliance, Roche, Samsung India, Shell, Sime Darby, Singapore Institute of Management, Syngenta Crop Protection, Ta'aheel FZ. Dubai, Tara Prima Megah Bandung, Texchem, Tecumseh-Euro-Malaysia, TUDM, Wearne Brothers, Xepa-Soul Pattinson, Yves Rocher, and Zuellig Pharma

WHAT THEY SAY ABOUT G K LIM’S TRAINING SESSIONS

Thank you again for doing a wonderful job with our sales team. We appreciate it very much. As Rob and I mentioned to you in our Saturday lunch meeting, our sales channels see themselves as being professional. In other regions of the world we found that the survey feedback ranged from neutral to negative. In your case, the response was much more positive than we experienced in other parts of the world, and with other trainers. Of the 60 delegates that attended, only 35 delegates completed the survey before leaving the meetings. The breakout for your section is as follows: Fair – 9; Good – 24; Excellent – 2. In summary, 26 out of 35 thought the

program was good to excellent. Thank you for doing your part. I thoroughly enjoyed working with you and hope the opportunity presents itself again. You are a true professional. -- Kevin Gillick, Datacard Group, West Minnetonka, MN

“GK Lim is one of the best persuasion psychologists in Asia. He is a much sought after trainer in Malaysia and neighboring countries as he uses his knowledge and experience accumulated over 3 decades in order to give the best to his clients. He was invited to SriLanka, my native country, to conduct his flagship training programs by SriLankan event organizers after they had heard of his success in Malaysia, Philippines, Singapore, Thailand, Vietnam, Brunei, China, India, Maldives, and UAE. His success can be also attributed to his very own presentation style and mastery of language which had been commended by many of his contemporaries worldwide -- Jayadeva de Silva, HumanTalents Unlimited.

I find his presentations very well structured, full of practical/down to earth ideas and easy to understand. He shares his experience freely and often gets excellent evaluations from course participants. In fact, when GK conducted his training for my company's sales & marketing team, his experience and ideas were well received by the participants. -- Toh Siew Pat, Head of HR & Admin., SWM Environment Sdn Bhd

GK Lim specializes in sales, negotiation & leadership training programs. His programs are lively, effective and humorous. You will never be bored in his session and you will get valuable takeaways. Recommend to anyone looking to do such topics of training. -- Lily C.L. Lau, Culture Synergy Cultivator, Certified Trainer, Speaker, Principal Consultant, Culture Dynamics

We received very favourable feedback from the delegates' appraisal of the Conference and I am pleased to inform you that your individual rating, as a speaker for your presentation on "Relationship Between Managers and Talented Employees" is "Excellent" We have no doubt that your participation had contributed to the success of the Conference. -- Irene Lum, Conference Development Manager, Asia Business Forum

I have known G K for since 1986 and have been working with him together on training projects. G K is a person of vast knowledge and practical experience, and is a very pragmatic trainer. He always strives to ensures that the training objectives are met while at the same time promote fun and liveliness in his training. He is creative and vibrant in his training delivery. -- Stanley Cham, Entrepreneur, Oneness Training & Coaching

On behalf of Community Services of Bangkok, I want to thank you for the three “Winning Strategies” seminars you have presented since January. The response to this seminar has been very positive by both the foreign and Thai participants. This is indeed a worthy contribution to the English-speaking persons in Bangkok – Leslie Weed-Fonner, Coordinator, Community Services of Bangkok

We are very pleased to have you lead the seminar "Winning Strategies For That Competitive Edge" to our sales personnel. The participants thought the program was very educational, enlightening and interesting and particularly, the newcomers to the Company reported that the seminar was an eye-opener and you were able to furnish them with the 'edge' to improve their job performance. We extend to you our thanks and appreciation. -- Koh Chee Kean, GM, Wearne Brothers (1983) Sdn Bhd

Thank you very much for your participation in the recent Komag Career Fair. You have given a very impressive performance and the audience found your talk interesting and motivating. I found that you are able to reach out and build a good rapport with the audience instantaneously and had them drawn to you, paying close attention throughout your talk. Although you are an external person to Komag, you are quick to understand the purpose and objective of the Career Fair. You aligned your talk to the theme of the fair "Creating Your Future" very well. Your talk was a good warming-up to the presentation on Career Pathing, a matter viewed and taken seriously by all Komag employees. – K K Lim, General Manager (KM 1 -Operations) Komag USA (M) Sdn Bhd

We have engaged Mr G K Lim to hold a motivational course, “Winning Is Easier Than Failing.” We all agreed that Mr Lim is able to convey messages across the participants in a simple and easily understandable way. He managed to built up a good rapport across the audience and is very responsive to all the questions raised during the session. We are convinced that the course is beneficial to our company. -- C A OOI, GM, Chemopharm Sdn. Bhd.

I have had the honour and privilege of sharing the seminar platform with many of the world's greatest speakers including Bob Proctor, Wayne Dyer, Deepak Chopra, Stuart Wilde, Dottie Walters and others. I count Mr. G.K. Lim amongst this group and I am doubly blessed to call him friend. I have personally done three seminars with Mr. G.K. Lim and found him absolute world class. It is very important to me when I do seminars in different countries to work with the countries' best in matters of "Success, “The mind,” and “Sales,” and Mr. Lim has proved to be fantastic. He has all of the international qualities whilst still being able to communicate with his fellow Asians from newcomers to C.E.O’s. Any company would find their sales and productivity greatly increased after experiencing G.K. Lim. -- Michele Blood http://www.musivation.com, La Jolla, CA

Thank you and congratulations on a great presentation!! Your presentation on "How to Thrive on Stress" were inspiring, humorous and most important of all informative. It touched home base and our hearts. We must really comment on your ability to handle crowds of all levels. Feedbacks from our directors, senior managers and middle management staff were more than impressive. You helped them to accept your message rather than driving home the point. Making it personal for them too, made the topic so refreshing. -- Fong Muntoh, Assistant Human Resource Manager Reliance Pacific Berhad

Good job done. Interesting, helpful, practical. Trainer is very experienced. A good presenterUsed real life examples. -- K K Chan, Manager, Sime Alexander Forbes

Trainer is excellent. Good team work. Good participation. Relates well to audience. Pace is quick -- A Raj, Executive, Assoc. Motor Industries

I have known G K Lim since 2003, during the early days of HRD Gateway, a 40,000-member international NGO dedicated to excellence in HRD/HRM. We would often discuss how HRD Gateway could grow and how Oak Training could help HRD Gateway members. GK contributed articles of interest to trainers and HR specialists, and these were published the Oak Training site. G K Lim has spent over three decades in the training profession, as a training specialist in the area of sales, negotiation, managerial leadership and stress management. I highly recommend him to those in need of services that he provides. An inspirational talent that adds so much value to everything that he gets involved with. -- Des Fitzgerald, Managing Director at Oak Training Ltd http://www.oaktraining.com/

“Lively presentations. Useful tricks and methods with real life examples. Experienced presenter. This is the type of presenter who is favoured, rather than those PhD holders with vague knowledge who do not accept comments / ideas / opinion from others. Frankly, this is high rated workshop in my opinion.”

“Mr G K Lim turned this “boring topic” into an interesting workshop. Good job!” “Good and interesting workshop! GK is an experienced facilitator. “ “Useful for communication skills, practical methods with example are given. Excellent. Very practical.” “Easy to understand, with interesting examples.” “The program is practical and it’s applicable in all situations whether we are in product sales or education

business. The sales approaches, closing techniques and ways to handling objections shared by the facilitator are very helpful and beneficial. What we need to do is to adapt them into the education industry.”

“Can apply the principles learnt in the workplace and personal life.” “Informative workshop, good interaction, met objectives.”

-- Comments by lecturers, administrators and Heads of Divisions of TAR College after an inhouse program

Countries the trainers have conducted training in….

For details of this inhouse program, please call / email…..

HRD Gateway Sdn Bhd

Kelly Teoh kelly@gklim.com ; kelly@hrdgateway.com

Azura Ahmad azura@gklim.com azura@hrdgateway.com

Tel.: +6-03-61005992 +6-019-2268987; +6-019-2764052

A2-03-04, Kempas A2, Genting View Resort, 69000 Genting Highlands, Malaysia

B-23-2, Level 23, Sri Intan One, Batu 5, Jalan Ipoh, 51200 Kuala Lumpur, Malaysia