A Differentiation Strategy for the Competition
Seminar Format
What It's About
Today, buyers can find value for money, good wines, and a pleasant cellar atmosphere at many wineries. However, success is not only about expertise and skills. In interpersonal encounters, the “soft factors” also play a major role in determining commercial success. Inspire your visitors and potential customers with a strong team in which ALL employees—regardless of their role and position—live hospitality and enjoy turning every “stranger” into a >friend of the house<. Differentiation from the competition ALSO comes through your employees who are not directly involved in wine sales. Often, it is the HOW of an encounter that makes the difference. Michael Kugel brings new approaches, turns your entire team into brand ambassadors, and puts your employees in the “host role” of their lives. He raises awareness of the particularities of dealing with “special” customers and brings hidden potential to light. In the end, the HOW comes before the WHAT in what your employees do and say. They become “problem-solvers” and create positive emotions. The secret lies in building trust quickly—and in how sympathy and appreciation are lived by everyone in the business.
Objectives
The day consists of 4 blocks. It covers verbal and non-verbal communication and answers to the questions: WHO am I/WHAT is my role? WHO am I dealing with? and WHAT do I want to achieve? Always in focus: the employee’s personality—and how this can be used to shape an individual and authentic approach to the customer. A benefit for everyone that cannot be measured solely in increased sales and image. Your employees also benefit—professionally and personally. An exciting day with many impulses, workshops, group work, and training.
Content
- Good manners can be seen, heard, felt, and smelled.
- The first impression and its underestimated impact: a question of attitude—how we communicate without speaking.
- Appreciative communication: from small talk to smart talk—the “secret language” that can make anyone come across as likeable.
- Guests (customers) come into the house: welcoming and receiving everyone; intercultural differences; offering something in style.
- Confidently dealing with guests (customers): handling excessive expectations; the boss is not in the house yet!—how to bridge waiting times with charm; smart handling of unannounced “surprise visitors” and “time thieves”.
- Being remembered for a long time—in a positive way.
Target audience
The day consists of 4 blocks. It covers verbal and non-verbal communication and answers to the questions: WHO am I/WHAT is my role? WHO am I dealing with? and WHAT do I want to achieve? Always in focus: the employee’s personality—and how this can be used to shape an individual and authentic approach to the customer. A benefit for everyone that cannot be measured solely in increased sales and image. Your employees also benefit—professionally and personally. An exciting day with many impulses, workshops, group work, and training.