Villeroy&Boch Global Academy TRAININGSGUIDE...an entrepreneur has to deal with – and they require...

TRAININGSGUIDEfor trade and craftsmen

Villeroy&Boch Global Academy

“Learning and further education are the key to improving personal skills.”

Dagmar Schumacher, Head of the Global Academy &

Technical Training Centre

“I support our team and am always on hand with help and advice.”

Valérie Choppin, Backoffice

“Whether you’re interested in technical or sales aspects – we focus on your requirements.”

Jörg Karrenbauer, Technical Training Centre

“We are continually developing training measures, training concepts, courses and in-house training sessions for you.”

Meike Scholer, Marketing Manager Global Academy

A relationship based on trust is critical for the long-term success of a company – both behind and in front of the scenes. This is why we place great value on personal support during our training. Our Global Academy team provides competent and professional assistance, from the concept and planning process through to implementation. So we can respond to your wishes and those of your employees at any time.

THE GLOBAL ACADEMY-TEAM

2

GOOD REASONS FOR THE GLOBAL ACADEMY

More salesCompanies define themselves by satisfied customers as well as the sales they generate. By developing customised training concepts and providing in-depth training for your employees, you can ensure both – successful interaction and a plus in transactions.

More added valueWhether equipped with better advice or more effective selling techniques, whether technical expertise or creative skills – our training sessions ensure that you will be able to deal with your customers more successfully in the future.

More optionsWhether you’d prefer an open seminar at one of our four locations or an in-house seminar at your company: place, time, duration, and content of the training is adapted to your needs. In this way, we can respond not only to your employees but also to the specifics of your business.

More serviceThe customer always comes first. You need to wow them with your service and extensive expertise. In our work-shops, we will provide you with additional services such as templates and guidelines you can implement, which will benefit your everyday business.

“I use my extensive experience and enthusiasm for technology to provide the technical training sessions that will benefit you most.”

Marc Monico, Technical Training Centre

3

Challenges for sophisticated tastesSALES STAFF

Entrepreneurial spirit, strategic action Creatively up-to-date

Practical expertise

ENTREPRENEURS PLANNERS AND CONSULTANTS

TRADESPEOPLE4

6

TRAINING – ENTREPRENEURS

CONCEPTS AND STRATEGIES FOR YOUR BUSINESS

Anyone running their own business needs to be able to manage the high demands and stress everyday. No easy task. Strategic planning, customer acquisition and personnel decisions are just a few of the many jobs an entrepreneur has to deal with – and they require perfect organisation skills and strong nerves.

To make your day-to-day business easier and more effective, the Global Academy provides special training sessions geared towards the demands and tasks of management. Learn in our “Stress Management” seminar how the body creates stress, how you can recognise it and the best way to deal with it.

Discover our seminar programme – to successfully manage your business.

7

Entrepreneurial spirit – strategic action

8

STRESS MANAGEMENTContent• Stress development in the brain• Recognise and understand stress• The 5 stress intensifiers• Instrumental, mental and regenerative stress skills• Resilience

Dates | DetailsDuration: 1,5 dayDates: by arrangementParticipants: 8 to 15 peopleCost: on request

If stress dominates the day, then it can impair performance, motivation and health. Entrepreneurs, therefore, need to have a good strategy to be able to control and deal with everyday stressful situations. Using neuroscience, you will learn in this seminar how to recognise your individual behaviour patterns in stress situations and manage them better. Practical exercises will give you skills you can use to switch off stress factors.

BenefitsYou learn how to develop personal skills that will keep you confident and calm in stressful situations.

9

REFERRAL MARKETINGContent• Referral marketing: former business virtues revived • Customer touch points: professionalise relationship

management• Contact and bid management: make more out of

your contacts• Communication: get to know the agitators and mollifiers• Customer reward systems and events: what works ...• The importance of Facebook, Twitter, etc.


Referral marketing is one of the most effective ways to gain customers. In times when the wide variety of products and services available make it difficult to get an overview, customers appreciate personal recommendations. Whether a “like” in social networks or some specific advice: effective and sustainable “referrals” do not need to be left to chance, they can, in fact, be managed in a targeted manner. In this seminar you will learn how to systematically use your relationship management and apply and implement it in referral marketing.

Benefits You will professionalise existing relationships and contacts, work with virtual and real networks and improve your customer management.

10

TRAINING – PLANNERS AND CONSULTANTS

HOW TO: UNDERSTAND, PLAN, WOW!

Furnishing a new bathroom no longer consists of simply putting together individual products such as a washbasin, toilet and bath. Today’s customers are looking for comprehensive room concepts, planning suggestions and inspira-tion for their dream bathroom. This is exactly where your skills as planners and consultants are required.

The Global Academy workshops were designed to meet the specific demands of dealing with customers everyday. “The rough sketch” seminar teaches you how to draw a perspective and to demonstrate competence as well as create trust with a simple picture.

Be inspired by us – and let your plans come to fruition.

11

Creative planning – personal consultation

12

THE ROUGH SKETCHContent • Theoretical introduction to perspective drawing• Basic concepts: central perspective and 2-point perspective• Spatial representation of objects• Creative development of ideas• Create and design perspectives and presentations


Create an emotional experience for your customers! A freehand sketch is not only very individual, it also reduces customers’ insecurity and can be decisive in influencing their decision to buy. Demonstrate your expertise and create trust – with a fast and simple drawing.

Benefits You will apply the basics of drawing perspectives in practice and use the fast sketch method to increase sales.

14

TRAINING – SALES STAFF

ON A PAR WITH YOUR CUSTOMERS

It’s not that easy to do a good job in sales. On the one hand, you need to generate more and more sales in shorter amounts of time. On the other hand, your customers expect to receive an individual and extensive consultation – on products, design and technology.

We know what your daily challenges are. Find out in the “Self-image and non-verbal communication” seminar how body language can influence a conversation.

Use our training options – to increase your sales.

15

Fulfil wishes – increase sales

16

SELF-IMAGE AND NON-VERBAL COMMUNICATION

Content • The subtle effect of non-verbal communication• Internal and external effect of status• Overcome power relationships and identify stress factors • Self-perception versus external perception


Body language is the DNA of our communication. Facial expressions, posture and gestures speak louder than words. Find out how you come across and how you can capitalise on your non-verbal communication. Learn to quickly identify power constellations in communication and decide for yourself how you communicate with whom. Only then will you be able to clearly argue your position and gain better access to the person you are talking to.

Benefits You can correctly assess causes and effects of non-verbal communication and improve your position in a discussion.

TRAINING – TRADESPEOPLE

EVERYTHING UNDER CONTROL

18

A trade in hand finds gold in every land, but it still has to be properly “mined”: Products in the sanitation, heating and air-conditioning sector are getting more technical and sophisticated and customers expect an excellent full service – from the first query through to the quotation and planning to implementation. If you want to continue to exist in this industry, you will need a whole lot of expertise, beyond your own actual core business.

The Global Academy seminars are customised just for you. Make your apprentices fit for everyday working life and in dealing with customers and products in the “Competent apprentices – successful sellers” seminar. Find out in the “Systematic quotation management” seminar how you can significantly increase your closure rate.

Benefit of our advanced trainings – for more orders and satisfied costumers.

19

Professional quotations and advice – perfect assembly and servicing

20

COMPETENT APPRENTICES – SUCCESSFUL SELLERS

Content• Products, technology and installation• Language and behaviour in everyday business life• Right clothing and well-groomed appearance• Successful customer communication• Using the telephone


Make your apprentices fit for dealing with customers! Anyone who wants to become a successful seller has to master the necessary competence in materials science as well as etiquette. How do I come across in everyday working life? How do I strike the right note with the customer? How do I deal with complaints? Our two-day seminar will provide the answers to these questions as well as to technical aspects. After all, it’s when you’re young that these soft skills make all the difference.

Benefits Your apprentices will always know what to say in everyday business life and in dealing with customers. They will get to know the Villeroy&Boch brand and the product range better.

21

SYSTEMATIC QUOTATION MANAGEMENT

Content• Phases of quotation management• Requirements for creating a quote• Preparation of quotations and guarantees • Quotation follow-up• Negotiation techniques• Attract and retain customers


Reel in more orders! Affluent customers are highly sought-after and are accordingly discerning. This makes it even more important to have a systematic quotation management system in place. By following-up on quotations, you can increase your order volume by 20%. And up to 60% of the purchase decision depends on the relationship between the customer and the seller. Score with empathy, specialist knowledge and trustworthiness.

Benefits You will increase your order volume by using a systematic bid management system and following up on quotations.

Innovations and knowledge as the key to success

22

TECHNICAL TRAINING CENTRE

Welcome to our Technical Training Centre in Mettlach! Our retail and trade partners, planners and architects as well as our apprentices gain practical insights into the functions of the Villeroy&Boch product collections here.

The experts in the Technical Training Centre combine theory and practice in workshops tailored to the target audience. Assembling exercises and troubleshooting promote knowl-edge transfer and make it easier for you to put what you have learnt into practice.

We tailor our workshops to your needs – with a focus on technical or sales aspects, depend-

ing on what is required. We pass on our exper-tise in 1- to 2-hour individual training sessions that are completely geared towards the needs of the participants – as part of a factory tour or on a date of your choice if you prefer.

To find out more, ask for our technical training programme at

[email protected]

BECOME A CERTIFIED VILLEROY&BOCH PARTNER

“The certified Villeroy&Boch partner company” training programme will provide you with extensive product knowledge and effective sales strategies in three two-day modules.

Module 1: “Technical know-how – The Villeroy&Boch assembly professional” After a factory tour, including a visit to the test bench and flushing lab, you will get to know our quality management and the profes-sional complaints process. We will also teach you the basics on ceramics, well-being and furniture. You will learn to understand and professionally assemble our technical inno-vations as well as receive numerous tips and tricks for everyday assembly work.

Module 2: “Sales promotion and customer management”You will learn how “non-sellers” can also sell, how to recognise different types of custom-ers and respond to them. After all, effective conversations and a convincing presentation of your services can lead to additional sales. We will also cover complaints and how to deal with upset customers.

Module 3: “Plan and give advice on age-resistant comfort bathrooms” Find out more about accessibility and well- being in the bathroom. We will show you the challenges of demographic change, the seg-mentation of the property market and which growth opportunities arise for tradespeople. You will gain insights into implementation with detailed solutions and assembly recom-mendations and find out why universal design guarantees economic growth for tradespeople. There are best practice examples from neighbouring European countries, informa-tion on healing architecture as well as a short digression “Toilets for the disabled”. And you can try on an age explorer suit to experience for yourself how physical restrictions feel and impinge.

Complete the Villeroy&Boch certificate and benefit from our exclusive hotline, an extend-ed product guarantee and a prominent listing on our website.

Duration: 2 days per moduleDates: by arrangementParticipants: 8 to 15 peopleCost: on request

23

You will find the entire training programme at: www.pro.villeroy-boch.com/technik

24

INDIVIDUAL TRAINING,IN-HOUSE SEMINARS

Different companies have different demands. The Global Academy offers in-house seminars to meet these demands and to do justice to the individual nature of every company. The content of these individual training concepts is adapted to each business, the employees and customers and can, if required, be carried out either at your company or at the Global Academy.

Have you decided on one of our individual training concepts? Then we look forward to working with you. The following will give you an insight into what you and your team can expect from an in-house seminar. Please email your queries to [email protected].

We will create and design your tailor-made seminar for the date of your choice. The training sessions for one or two days or with several modules – at your company or the Global Academy. Use our extensive experience in event management for professionally carrying out your seminar events. By cooperating with a strong brand, the training programme will help you offer more services – to retain and educate your customers and employees.

Process and service overview• Coordination and preparatory discussions• Needs analysis/assessment• Individual cost calculation and quotation generation• Adaptation and preparation of the training sessions geared towards the

needs of the company and participants• Templates to support the preparation and organisation• Training sessions accompanied by a Villeroy&Boch AG representative• Seminar packages for participants (notepads, pens, agenda, giveaways,

certificates, etc.) • Follow-up, evaluation and feedback

25

WWW.PRO.VILLEROY-BOCH.COM

GERMANY

Villeroy&Boch AGGlobal AcademyPostfach 114066888 Mettlach

Tel. +49 (0)6864 81-1500Fax +49 (0)6864 81- 2524

VILLEROY&BOCH

9301 N4 G6 · 2017 Printed in Germany

CERTIFIED QUALITY

HOW TO FIND US:

Brewery Discovery Centre

Abbey Brewery Coach Park

Park with the “Old Tower” and “Earth Spirit” (Living Planet Square)

Shipping pier

Villeroy & BochChristmas Shop

MettlachOutlet Center

Schloss Saareck

The Old AbbeyVilleroy & Boch

Exhibition Centre:Keravision

Tableware Discovery CentreCeramics Museum

Museum CaféBathroom, Kitchen, Tiles and Wellness Info Centre

Railway Station

B51 to

Saarb

rück

en

To Saarburg / Trier

Saar

To L

uxem

bour

g

MettlachSchloss ZiegelbergVilleroy & Boch Global Academy

Villeroy&Boch Global Academy TRAININGSGUIDE...an entrepreneur has to deal with – and they require...

Documents

Transcript of Villeroy&Boch Global Academy TRAININGSGUIDE...an entrepreneur has to deal with – and they require...