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1
Best Practices in
Engaging & ServingEmployers
Bruce WahlgrenWorkForce West Virginia Conference
June 7 & 8, 2011
2
Keys to successfully engaging businesses
• Must know what businesses want
• Must speak their language
• Must be comfortable in our role
3
What businesses want . . .
• Save me time
• Save me money
• Make my life easier
• Improve my
product/service
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3 things to remember
3) Goal is to have
business customer
think of you as a
partner, rather than
a vendor, or worse
— a bureaucrat
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Benefit Statements
• Features — describes attributes of product or service
• Benefits — how it will improve the customer’s life in some way
• End Results — a glimpse into the future
8
Job Seeker Case Management
• Know your labor market & community
• Establish relationship
• Identify needs/ask questions/assessments
• Match services with needs
• Develop plan with job seeker (IEP)
• Determine next steps
• Follow-up
9
Consultative Sales Process
• Prepare (research company, industry, labor market)
• Establish relationship• Identify needs/ask questions• Match services• Present evidence and benefits• Determine next steps• Follow-up
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• Know your labor market & community
• Establish relationship• Identify needs/ask
questions/assessments• Match services with
needs• Develop plan with job
seeker (IEP)• Determine next steps• Follow-up
• Prepare (research company, industry, labor market)
• Establish relationship• Identify needs/ask
questions• Match services
• Present evidence and benefits
• Determine next steps• Follow-up
Case management Consultative sales
11
Action Planning
• List all services you provide– Business Services– Job Seeker Services
• Develop feature/benefit/end result statements for each
• Use that language with customers
• Review marketing materials-revise if necessary
12
Thank You!
Bruce Wahlgren
Maryland Institute for Workforce Excellence800.332.0916