Training to become a certified omnichannel manager

“The New Normal” - as they say so beautifully in pharmaceutical companies, will certainly stay with us. The world of work has changed a lot for field workers. In principle, you have received a new job description. Working from home and using the new channels is demanding and requires new skills. As a result, certified training via all 5 channels (telephone call, video call, mail, Face2Face, virtual events) or via the 4 digital channels that a sales representative uses to reach doctors and nurses is a must.

Training for sales representatives of pharmaceutical companies

Your advantages:

You can offer your field staff well-founded and structured training in a short period of time so that they can acquire new doctors via the new channels and continue to look after regular customers well.
The training is adapted to your needs and can take into account the level of competence of the employees as well as technical topics.
Doctors and your sales representatives perceive you as a competent and modern partner.

Training for field staff of personnel service providers

Your advantages:

With this training you will support your customers to react quickly to the changed market conditions and thus to the competence requirements in order to continue to care for doctors and to win them over. They relieve their training system and enable competent staff to be deployed immediately.
By certifying your employees as omnichannel managers, you position yourself as a competent partner who recognizes the signs of the times and acts well.
For pharmaceutical companies that have previously worked without Face2Face sales force or have minimized it, you offer a strong omnichannel alternative.

Results

Success-oriented: Your sales representatives develop into modern omnichannel managers and approach their customers - doctors and nurses - safely and with pleasure. You will understand the special features of the channels, how they can be meaningfully combined in the sense of a customer journey and how doctors can be developed.
Complete: The training relates to all 5 channels: on-site discussions, video calls, telephone calls, e-mails and virtual events.
Individually: We like to work with your internal training department, marketing or medicine to adapt the training to your in-house tools and, if necessary, to implement specialist content.

Overview of contents and structure

Part 1: Basis: Omnichannel Manager (OCM)

The OCM understands its tasks and goals and has a positive mind set.
Strategy and customer development: When do I use which channel for which customer for which message?

Part 2: Neurocommunication

The participants become aware of how customers make decisions and how they can influence them positively. The result is a higher impact of communication with simultaneous authenticity - across all channels.

Part 3: Rethinking telephoning: As an omnichannel manager, psychological effects make it easier to win customers

Use psychological principles to be perceived as an interesting conversation partner and to formulate important content convincingly. Central question: How do I manage to get into a valuable dialogue with the doctor and mine
To achieve goals?
Part 1: talking to the doctor
Part 2: the conversation with the nurse
Practical training

Part 4: Professional video calls: content and skillfully stage yourself as a personable contact

OCM are confident in dealing with technology and setup.
The OCM can present content convincingly and emotionally appealing on the screen and enter into dialogue with customers.
Practical training

Part 5: Compose emails effectively

Five finger rule: The OCM can write e-mails in such a way that the doctor opens the e-mail, understands the issue, is motivated to open an attachment and react?

Part 6: Successfully moderate events and give short presentations

The OCM is confident in handling technology and setup.
How do I present content that is interesting for the audience?
How do I skillfully moderate digital events?
Practical training

Part 7: The personal customer conversation: the jewel in customer approach

Success factors for maximum impact in personal customer conversations, from the start of the conversation to the end
Practical training

Part 8: Certification

Certification takes place separately after the training.

Additional modules

1. Voice as a success factor in virtual space

How can the OCM use its voice even more consciously when talking to customers?
Which factors enable and which prevent a competent and sympathetic voice effect?
What does the other person's voice reveal?
How can the OCM - despite the physical distance - create closeness and trust with its voice?

Trainer: Frederik Beyer: trained voice and speech trainer, professional moderator and speaker

2. Success factor facial expression response

How can the OCM read the customer's facial expressions better so that they can better recognize true motives and communicate more convincingly?
How can unspoken objections be recognized in facial expressions and how can these be addressed and dispelled?
Including test for self-assessment
Practical training

Trainer: Arne Henseler: certified facial expression resonance trainer

3. Omnichannel strategy planning (sales)

3.1. Define touchpoints

What touchpoints are there to reach my customers?
Who uses which communication channels / touchpoints and why? Create the persona of my customer types

3.2. The right information in the right place

How do I use the respective touchpoints to strengthen and expand the customer relationship?
Which material / which information of the current discussion strategy is suitable for which touchpoint?
How do I manage to win the customer for another touchpoint and a video call / personal conversation?

3.3 Contact management in omnichannel sales

How do I maintain constant contact / interaction with the customer?
Creating an individual customer journey for my top customers (planning sustainable omnichannel communication)
Self and time management as an omnichannel sales employee

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