Marco Paffenholz
Consultant, Coach, Sales Creator
Experience
Jan 2022 - Present
2 years 7 months Germany
Consultant, Coach
Sozialbank, Bank für Sozialwirtschaft, Grey Solutions GmbH
- Project: change management, sales development for selected financial services
- Involved employees: >20 (CEO, Head of Innovation, Head of Business Development, Bank Advisors, Corporate Advisors, Wealth Advisors, Product Specialists)
- Development and operational implementation of effective pre-sales activities for new customer acquisition
- Operational development and implementation of best practice conversation strategies
- Process development and process optimization
- KPI measurement, regular communication
- Coaching of involved sales staff and managers
- On-the-job phone trainings with “Vormachen” in customer conversations
- On-the-job sales coaching with “Vormachen” in customer conversations
- Change management of pre-sales activities
Jan 2015 - Present
9 years 7 months Germany
Interim Manager, Consultant, Coach, Trainer
VW Autohaus von Keitz GmbH & Co. KG
- Project: increase sales and after sales revenue (3 locations)
- Involved employees: 25 (CEO, Service Manager, Sales Manager, Service Advisors, Service Assistants, B2B Field Sales, Parts Department, Dialog Marketing, BDC)
- 3 years interim setup, development, leadership of customer service and BDC with professional and disciplinary leadership, relevant KPIs, motivation and control to achieve targets and improve results for sales & after sales
- Consulting and restructuring of service processes for various service offerings
- Restructuring leadership and management of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, including field sales monitoring
- Setup, development and coaching of dialog marketing
- Acquisition training for B2B field sales consultants
- Sales manager training for motivational leadership of field sales with sales KPIs
- Phone trainings for sales, after sales, parts, dialog marketing
- On-the-job sales coaching for sales, after sales, parts with “Vormachen”
- Potential coaching with clear addressing of status, deltas and development steps for sales staff and managers
- Sales training with emotional benefit argumentation
- Project management for group-wide implementation discipline
- Results: ~ €50 revenue increase per vehicle invoice with full service package; >900% sales increase in air conditioning maintenance, from 50 to 500 p.a.; >200 pcs sales performance p.a. of newly introduced air conditioning cleanings, from 0 to 200
Jan 2014 - Dec 2021
8 years Germany
Interim Manager, Consultant, Coach, Trainer
Mehrmarken Autohausgruppe DRESEN
- Project: increase sales and after sales revenue, build in-house dialog marketing (20 locations)
- Involved employees: >100 (Partners, CEO, Executive Assistants, Location Managers, Service Managers, Sales Managers, Parts Managers, Service Advisors, Service Assistants, Sales Consultants, B2B Field Sales, Parts Department, Dialog Marketing, BDC)
- 5 years interim setup, development, leadership of customer service, BDC with professional and disciplinary leadership, relevant KPIs, motivation and control to achieve targets and improve results for sales & after sales and B2B sales
- Restructuring leadership and management of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, including field sales monitoring
- Acquisition training for B2B field sales consultants
- Sales manager training for motivational leadership of field sales with sales KPIs
- Consulting, identification and restructuring of sales processes in sales & after sales, especially in customer orientation
- Introduction of air conditioning cleanings
- Acquisition and sales training in the B2B segment
- Customer orientation training “The customer for life”
- Phone trainings for sales, after sales, parts, dialog marketing
- On-the-job sales coaching for sales, after sales, parts
- On-the-job sales coaching with “Vormachen” in customer conversations
- Consulting, identification of sales potential with existing customers in sales & after sales and realization of potential exploitation
- Potential coaching with clear addressing of status, deltas and development steps for sales staff and managers
- Interim B2B sales management with professional and disciplinary leadership and involvement in recruitment of new employees
- Restructuring own warranties, insurances and customer retention instruments for revenue growth and longer customer retention
- Consulting implementation support for corporate GDPR compliance
- Employee training for GDPR implementation
- Compensating revenue declines due to e-mobility with neglected service offerings
- Project management for group-wide implementation discipline, control and monitoring of necessary information from relevant departments and external service providers
- Results: > €8,740,000 revenue increase in after sales from 2014 - 2020; >6,700 service appointments p.a. through follow-up calls to non-responders after service reminders with over 26% appointment rate and over €2,100,000 revenue; >400% sales increase in air conditioning maintenance, 1,000 to 5,000 p.a.; 5,000 pcs sales performance p.a. of newly introduced air conditioning cleanings
Jan 2009 - Present
15 years 7 months Germany
Interim Manager, Consultant, Coach, Trainer
Mehrmarken Autohausgruppe Schönauen
- Project: increase sales and after sales revenue, build in-house dialog marketing (7 locations)
- Involved employees: >50 (Partners, CEO, Executive Assistants, Service Managers, Sales Managers, Parts Managers, Service Advisors, Service Assistants, Sales Consultants, B2B Field Sales, Parts Department, Dialog Marketing, BDC)
- 4 years interim setup, development, leadership of customer service, BDC with professional and disciplinary leadership, relevant KPIs, motivation and control to achieve targets and improve results for sales & after sales
- Restructuring leadership and management of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, including field sales monitoring
- Acquisition training for B2B field sales consultants
- Sales manager training for motivational leadership of field sales with sales KPIs
- Mapping the customer journey in the existing CRM
- Consulting, identification and restructuring of sales processes in sales & after sales, especially in customer orientation
- Acquisition and sales training in the B2B segment
- Customer orientation training “The customer for life”
- Phone trainings for sales, after sales, parts, dialog marketing
- On-the-job sales coaching with “Vormachen” in sales, after sales, parts
- Consulting, identification of sales potential with existing customers in sales & after sales and realization of potential exploitation
- Potential coaching with clear addressing of status, deltas and development steps for sales staff and managers
- Interim B2C sales management with professional and disciplinary leadership and involvement in recruitment of new employees
- Restructuring customer data management and customer satisfaction
- Employee trainings on GDPR handling and implementation
- Compensating revenue declines due to e-mobility with neglected service offerings
- Project management for group-wide implementation discipline, control and monitoring of necessary information from relevant departments and external service providers
- Results: > €175,000 annual revenue increase in after sales; >400% sales increase in air conditioning maintenance, 200 to 1,000 p.a.; >500% sales increase in air conditioning cleanings, 100 to 600 p.a.
Jan 2004 - Dec 2009
4 years Germany
Consultant, Coach, Trainer
Adam Opel AG, MC Trademarketing GmbH
- Project: Opel SME initiative for dealerships
- Involved employees: >300 at >40 dealers (CEO, Sales Managers, Sales Consultants, Marketing Managers, Inventory Managers, BDC, Dialog Marketing, After Sales Managers, Service Managers, Parts Managers)
- Consulting and coaching for holistic alignment of dealers to commercial customer sales, small fleet segment
- Adjustment of all relevant processes to manufacturer requirements: customer acquisition, customer data management, product portfolio, conditions, financing types, vehicle ordering, reporting codes, vehicle delivery, workshop service, marketing measures
- Consulting, design and implementation of sales processes, sales management, KPI measurement, regular communication and competitions
- Acquisition training for B2B corporate customer sales consultants
- On-the-job phone trainings with “Vormachen” in customer conversations
- On-the-job sales coaching with “Vormachen” in customer conversations
- Consulting, identification of sales potential with existing customers in sales & after sales and realization of potential exploitation
- Further development of the implemented CRM for error-free customer service handling
- Results: >10.4% market share, increase from 7.6% market share of supported dealers
Jan 2004 - Present
21 years 7 months Germany
Interim Manager, Consultant, Coach, Trainer
Soloplan GmbH
- Project: boost sales performance in sales and telesales
- Involved employees: >20 (CEO, Sales Managers, Key Account Managers field national and international, Service Staff, Telesales Staff, BDC)
- Interim setup, development, leadership of telesales with professional and disciplinary leadership, relevant KPIs, motivation and control to achieve targets and improve results
- Design and need-based updates of conversation guides with emotional benefit argumentation for sales and telesales
- Restructuring leadership and management of national and international field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, including field sales monitoring
- Consulting on further development of existing CRM for optimized customer journey mapping
- Acquisition training for KAM, B2B field sales consultants
- Sales manager training for motivational leadership of field sales with sales KPIs
- Potential coaching with clear addressing of status, deltas and development steps for sales staff and managers
- Further development of sales strategy from product selling to consultative talks with process analysis and value selling with benefit and value communication
- Phone trainings for sales, service and telesales in the B2B segment
- On-the-job sales coaching for sales and telesales in the B2B segment
- On-the-job sales coaching with “Vormachen” in customer conversations in the B2B segment
- Further development of existing CRM for efficient and error-free customer service handling
- Results: >40% performance increase of qualified leads in telesales; >25% performance increase of qualified appointments in sales
Germany
Interim Manager, Consultant, Coach
Autohandel Gebr. van Eupen GmbH
- Project: sales change management: build B2B sales department
- Involved employees: >10 (CEO, B2B Field Sales, Dialog Marketing)
- Setup, development and coaching of car and commercial vehicle sales to corporate customers
- Interim sales management of the department
- Development and implementation of relevant sales processes
- Mapping the customer journey in the existing CRM
- Operational leadership, management and control of B2B field sales
- Sales KPIs and regular communication for management
- Acquisition training for B2B field sales consultants
- Consulting, design and implementation of sales processes, sales management, KPI measurement, regular communication and competitive analysis
- On-the-job phone trainings with “Vormachen” in customer conversations
- On-the-job sales coaching with “Vormachen” in customer conversations
- Potential coaching with clear addressing of status, deltas and development steps for sales staff and managers
- Consulting, identification of sales potential with existing customers in sales & after sales and realization of potential exploitation
- Handover of sales management to successor
- Results in 9 months: 25% sales increase compared to previous year; 142 vehicles sold in period; 500 offers in period from 1,400 personal, 1,200 phone contacts; 1,200 qualified leads from 4,300 lead contacts
Germany
Bank Clerk
Commerzbank AG
Stuttgart, Germany
Consultant, Coach
Daimler AG, Mercedes Benz Stuttgart Branch
- Project: stabilize after sales revenue due to expected decline from e-mobility
- Involved employees: >10 (Service Head, Service Assistant Head, Reception Manager, Service Advisors, Service Assistants)
- Consulting and restructuring of service processes for air conditioning disinfection, air conditioning maintenance and safety inspections
- Definition of tools and meetings for sustainable employee leadership and motivation
- Sales coaching of service advisors with “Vormachen” in customer conversations
- Results: >75% sales increase of relevant service offerings
Germany
Consultant, Trainer
Elspass Autoland GmbH & Co. KG
- Project: introduce CRM and systematic customer handling
- Involved employees: >20 (CEO, B2B Field Sales, In-house Sales Advisors)
- Introduction of a CRM including error analysis for flawless customer handling
- Definition of relevant data maintenance in CRM
- Continuous coordination with IT and CRM provider
- User training for CRM operation
- Mapping the customer journey in the existing CRM
- Sales trainings for systematic customer approach including data and contact management in CRM
Germany
Consultant, Coach, Project Manager
Mercedes Benz Dealership Group
- Project: stabilize after sales revenue during the pandemic (7 locations)
- Involved employees: >50 (After Sales Heads, After Sales Assistant Heads, Service Managers, Parts Managers, Service Advisors, Service Assistants, Phone Marketing, BDC)
- Consulting and design of processes for introduction of air conditioning disinfection
- Definition of tools and meetings for sustainable employee leadership and motivation
- Implementation across the dealership group
- Online sales trainings with all involved managers and service and dialog marketing, BDC staff
- Follow-up phone coaching with all involved employees and managers to ensure sustained implementation
- Project management for group-wide implementation discipline
- Results: > €49,000 revenue increase in 2 months
Germany
Consultant, Coach, Trainer
UGW AG
- Project: boost dialog marketing performance
- Involved employees: >20 (Board, Project Managers, Dialog Marketing Staff)
- Consulting and restructuring of dialog marketing during B2B customer project execution
- Design of conversation guides with emotional benefit argumentation
- Phone trainings for dialog marketing in the B2B segment
- On-the-job sales coaching with “Vormachen” in the B2B segment
- Train-the-trainer with call center coaches for feedback and target conversations with agents and “Vormachen” of effective calls
- Consulting on further development of existing CRM for optimized customer journey mapping
- Project manager training for KPI measurement and leadership, recruitment of suitable staff, regular communication
- Results: >20% performance increase in quantitative lead generation; >40% performance increase in qualified leads with need and purchase timing
Germany
Consultant, Coach
Volvo Autohaus AutoNova
- Project: increase after sales revenue and profitability (1 location)
- Involved employees: >10 (CEO, Service Advisors, Service Assistants, Parts Staff, Workshop Manager)
- Consulting and restructuring of service processes for air conditioning disinfection, air conditioning maintenance and safety inspections
- Identify and exploit untapped potential in full service packages
- On-the-job sales coaching with “Vormachen” in customer conversations
- Sales training with emotional benefit argumentation
- Results: ~ €200 revenue increase per leased vehicle with Volvo full service package; > €51,000 annual revenue increase
Summary
Ignite and spark: enthusiasm with exponential energy
Live and lead by example: inspiring role model with driving motivation
Adapt and connect: affinity with sensitive empathy
Delegate and lead: team player with transparent goal pursuit
Act and execute: burning passion with disciplined activity
Develop and plan: inspiration with mental cinema for the heart
Deliver and realize: productivity with system efficiency
Think and aim: creative strategy with boundless vision
Sales coaching with “Vormachen” for sustainable behavior change: selective adoption of real customer sales conversations for motivating learning transfer without barriers and with “real” sales performance
SALES BANG® method for lasting growth: achieve performance coherence through professional and aligned energetic-emotional advancement
E-mobility in after sales: proven solutions for revenue stabilization in response to declines caused by e-mobility
Languages
German
Native
English
Advanced
Latin
Advanced
Certifications & licenses
Bankkaufmann
Commerzbank AG
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