Negotiation+Skills Final 1

7/25/2019 Negotiation+Skills Final 1

1/14

GODREJ INDUSTRIES LIMITED

TRAINING PROGRAM ONNEGOTIATION SKILLSASSIGNMENT FOR INTERNAL ASSESSMENT

By Apurva Nimbalkar

Roll no: 97

Course: MMS

WELINGKAR INSTITUTE OF

MANAGEMENT, DEVELOPMENT & RESEARCH


2/14

Training Program on, NEGOTIATION SKILLS

Objectives of this program: This particular training aims at improving the

performance of the sales department. It is designed to suit the 3 main learning

styles, auditory, visual, and kinesthetic. at the end of this program, the

participants would be able to

o

Determine the importance of negotiation in the sales process

o

Identify key steps to take at every point in the negotiation process

o

Determine how to use various negotiation strategies to achieve results

o

Use effective communication to achieve good negotiation outcomes.

MODULE 1: ICE BREAKER- SIMILAR CIRCLES:

Duration:

This icebreaker can take up to 30 minutes to run.

Intended for:

Use as an icebreaker at the beginning of a training program. This is a fun way for

participants to get to know each other without having to go through the ordeal ofintroducing themselves to the group as a whole.

Objective:

To help break the ice at the beginning of training sessions where participants do

not already know each other well.

Resources Needed:

Flip chart paper and marker pens.

Instructions:


3/14

Arrange participants into groups of three. If the numbers do not work out exactly

consider joining one group yourself. Alternatively, you can have one or two pairs

of people.

Show participants a flip chart already primed with three circles. Explain that youwant each group to replicate the drawing using the flip chart pen and blank flip

chart paper you give to them. People working in pairs need only draw two

overlapping circles.

When they have done this explain that each member of the group is assigned one

circle. In the area that does not overlap any of the other circles they write at least

two unique facts about themselvesa unique fact is a piece of information about

them that does not apply to anyone else in their small group (e.g. Born In Austria).

In the overlapping areas they need to write a common fact applying to everyone

in the overlapping areas. For example A and B might both run marathons but C

does not - so they would write this in the AB area of overlap.

Where all three circles overlap the participants need to find a fact that applies to

all three.

For people working in pairs ask them to come up with 3 unique facts and three

common facts.

Allow a fixed time limit for the activity (say 15 minutes).

When participants have completed the activity display the finished work. Find an

interesting fact about each person and ask each person a question in turn. For

example: 'I'm interested to see you run marathons. How much training does this

involve?' This will help to introduce each individual to all of the other participants.


4/14

MODULE 2: CLASSROOM TRAINING: Topics to be covered under this module

are as under

1)

Basic understanding of the term negotiation & how we use it in our day

to day life

2)

Negotiating with Prospects and Customers

3) Negotiation Strategies

4)

Communication Skills

Basic understanding of the term negotiation & how we use it in our day to

day life:

o

Negotiation: The process of getting what you want from another

person. This process keeps on happening on a daily basis for e.g.,

Subordinates negotiate with their bosses over deadlines; Workers

negotiate with their clients over services they can offer them etc.

o Why negotiation is essential: To convince people to take your side of

an issue, To agree on how to share or divide a limited resource, To

resolve a problem or dispute between the parties, To sell a product

or service

o

Sales Negotiation: Sales negotiation can be a formal event at a

specific time and date or it can be ongoing at different points in thesales process. As a sales staff, candidates are seeking a mutually

beneficial relationship with their prospects and clients, not

something that benefits only them or their prospects or customers.

o

Negotiation with customers is essential because of different

customer attitudes:

Objection : Customer displays opposition to your product

Indifference: Customer shows a lack of interest in your

product because of no perceived need for its benefits

Scepticism: Customer is interested in a particular benefit, but

doubts whether your product can really provide the benefit

Acceptance : Customer agrees with your benefits and has no

negative feelings toward your product


5/14

Negotiating with Prospects & Clients:

o

Negotiation with prospects and customers must be undertaken

within the context of the sales process. Where inadequate

prospecting, pre sales preparation and planning is done, negotiation

is likely to be unsuccessful

Overview of the sales process

o

Steps to be followed

Before Negotiation: The sales personnel should avoid

negotiating unless he had an opportunity to fully present his

products and services, he should be confident in the value his

product or service will provide his prospect, he should be

prepared to work toward a solution that works for both himand his prospect

During Negotiation: The sales personnel should use open

ended questions to confirm his understanding of customers

needs, he shouldnt rush to fill pauses with more talkinstead

be comfortable with moments of silence, he should be


6/14

prepared to make slight adjustments for his prospect if

possible, He should try to identify small things both the parties

agreed on to help develop positive momentum.

After Negotiation: If the sales personnel is able to make a sale,

then he should Thank the customer/ prospect for their time

and reinforce the purchase decision. If hes not able to make a

sale, the sales personnel should sincerely thank the prospect

for their time, avoid appearing annoyed or disappointed, and

give the prospect an out or an opening for them to come

back to the organisation in the future.

Negotiation Outcomes

Common mistakes to be avoided in negotiation process:

Inadequate preparation Use of intimidating behaviorImpatience Loss of temper talking too much, listening too

little, and remaining indifferent to body language. Arguing

instead of influencing.


7/14

Negotiation Strategy:

o

Honey: Start with the cheapest possible product or service but one

which still has benefits for the prospect.

o Pinpoint the need: Focus on the need

o

Challenge: The prospect throws a challenge in an effort to win some

concessions

o

Limited Authority: Limited authority is an attempt to postpone the

decision on a pretext to get approval from a competent authority.

Whereas the real aim is to gain time for reconsideration, and/or

keeping the prospect still interested in the service for a reasonable

period of time until a win-win situation is achieved.

o

Good Guy/ Bad Guy: The good guy / bad guy is an internationally

used strategy. One member of a team takes a hard line approach

while other member is friendly and easy to deal with. When bad guy

steps out for a few minutes, the good guy offers the deal that under

the circumstances seems too good to refuse

o

Defer: Deferring strategy allows the negotiators time to reevaluate

their positions. Deferring a decision often proves that patience pays.

o

Keep It Light: The sales personnel never want to let negotiations

become too tense. If the sales personnel do not appear to be takingthe negotiation as a do or die affair, his prospect may conclude that

he is ready to move on if s/he does not cooperate and based on that

s/he may decide to be cooperative.

Effective Communication: Communication skills are crucial in the

negotiation process

o Oral communication: Oral communication is significant in building

rapport and trust with customers.

o

Listening: Perhaps the best strategy to adopt while the other side lets

off steam is to listen quietly without responding to their attacks.

o

Non-Verbal Communication:


8/14

Body Language What It could mean

Avoiding eye contact Lack of confidence in bargaining

position

Making excessive eye contact Trying to bully or intimidate

Fiddling with objects such as

hair, pencils, or papers

Lack of confidence

Crossing and uncrossing the

legs

Impatient

Keeping legs and arms crossed Not receptive

MODULE 3: TRAINING GAME

FEATURES & BENEFITS

Duration:

These timings of this training game are quite flexible and you can use it to suit

your requirements.

Intended for:

Use this training game as a method of ensuring that participants understand the

value of product benefits when selling.

Contents:

Alternatively, you can follow the instructions below.


9/14

Instructions:

Ask a member of the group to act as the customer and give a very brief outline of

their requirements for a product they wish to purchase. e.g. "I have to buy a

mobile phone for my wife. I would like something robust, portable and simple touse".

The rest of the delegates then have to sell that item focusing on the customers

needs.

The rules are:

The first person gives a feature e.g. "this phone has a slim style design" and thenpasses it onto the next participant who has to provide a benefit "which means

that, it will fit easily into your wife's purse".

It then gets passed to the third delegate who provides another feature, and the

fourth then provides the corresponding benefit - matching the customer's needs,

and so on. You then swap and have a different customer and/or product.

Objectives:

This training game is useful to highlight the importance of features and benefits in

a sales environment and provide an opportunity to practice each. The training

game would suit a sales skills training course or perhaps even a customer care

training course.


10/14

TRAINING GAMEWITH INTEREST

Duration:

This training game should take about 20 - 30 minutes.

Intended for:

This training game can be used to demonstrate the impact of poor

communication skills on relationships.

Instructions:

Ask participants to work in pairs. One participant in the pair should talk about a

topic that is dear to their heart, a favorite holiday, hobby or sport.

The role of the other person is one of total disinterest. They should fidget in their

seat, turn away, not look at the person and generally be ignorant.

Review:

You should review this session by exploring the following questions with the

participants.

1. How did it make you feel to be ignored?

2. How did it feel to do the ignoring?

3. What might be the impact if this continued?

4. In 'real' life do you always show as much interest and listen as carefully as you

ought?

5. What is the impact of not listening?


11/14

6. What would happen if we started to listen and show interest more in people?

7. How do you think we can demonstrate that we are interested?

8. What will be different?

Objectives:

This training game assists participants in developing their communication skills

and appreciating the impact their body language has on others.

VIDEOS

Also with addition to the above mentioned modules, some short video clippings

like the two below will be shown to the audience to ensure that they are engaged

in the training program

https://www.youtube.com/watch?v=7rzq2Bq_EsA

https://www.youtube.com/watch?v=1FeM6kp9Q80
https://www.youtube.com/watch?v=7rzq2Bq_EsAhttps://www.youtube.com/watch?v=7rzq2Bq_EsAhttps://www.youtube.com/watch?v=1FeM6kp9Q80https://www.youtube.com/watch?v=1FeM6kp9Q80https://www.youtube.com/watch?v=1FeM6kp9Q80https://www.youtube.com/watch?v=7rzq2Bq_EsA


12/14

Schedule for the training program

The training program will happen 3 days in a stretch, 2 sessions per day & will

be conducted twice in a year firstly in the month of April dates (5th

, 6th

& 7th

ofApril) & then in the month of October (18th,19th & 20thof October)

Number of instructors conducting the training program = 2

Batch size for each session = 30 employees per batch

Duration of each session = 3 & a half hour (Including tea break)

Number of sessions conducted each day = 2 sessions

1stsession (batch I) = 9:00 am12:30 pm

2ndsession (batch II) = 1:00 am4:30 pm

Venue: Godrej Campus

Time breakup for each session

Batch I: 9:00 am9: 30 am (snacks & tea would be served)

9:30 am10:00 am (icebreaker exercise = similar circles)

10:00 am- 11:30 am (classroom training)

11:30 am12:00 pm (management game = features & benefits)

12:00 pm12: 30 pm (management game = with interest)

Batch II 1:00 pm1:30 pm (icebreaker exercise = similar circles)

1:30 pm3:00 pm (classroom training)

3:00 pm3:30 pm (management game = features & benefits)

3:30 pm4:00 pm (management game = with interest)

4:00 pm4:30 pm (snacks & tea would be served)


13/14

Training budget:

For the month of April Amount in rupees

Item Cost Per Number Cost

Training/Instructional Manuals 30 180 5400

Course development fees 15000 -- 15000

Certificates 50 180 9000

Facility Rental including

electricity ( all 3 days)

30000 -- 30000

Technical Equipment 15000 -- 15000

Stationary 5000 -- 5000

Tea & Snacks 50 192 9600

Instructors fees 50000 2 100000

per diem 437.50 180 78750

Total expenses in the month of April = 267750 rupees

For the month of October Amount in rupees

Item Cost Per Number Cost

Training/Instructional Manuals 30 180 5400

Course development fees 15000 -- 15000

Certificates 50 180 9000Facility Rental including

electricity ( all 3 days)

30000 -- 30000

Technical Equipment 15000 -- 15000

Stationary 5000 -- 5000

Tea & Snacks 50 192 9600

Instructors fees 50000 2 100000

per diem 437.5 180 78750

Total expenses in the month of October = 267750 rupees

Total Annual expenses = 535500 rupees


14/14

Calculation of Per Diem:

o

Monthly salary of each employee = 31000 rupees

o

Per day salary of each employee = 1000 rupees

o Hourly salary of each employee (8 hours per day) = 1000/8 = 125

o

Number of hours lost by each employee = 3 & a half hour

o Per Diem for each employee = 437.5 rupees

o Therefore, per diem for 180 employees = 78750 rupees

Negotiation+Skills Final 1

Documents

Transcript of Negotiation+Skills Final 1