Recommended expert
Marco Paffenholz
Change management, sales development for selected financial services
Experience
Jan 2023 - Present
3 years 1 monthChange management, sales development for selected financial services
Sozialbank, Bank für Sozialwirtschaft, Grey Solutions GmbH
- Development and operational implementation of effective pre-sales activities for acquiring new customers
- Operational development and implementation of best practice conversation strategies
- Process development and process optimization
- Key metric measurement and regular communication
- Coaching of involved sales staff and managers
- On-the-job telephone training with demonstration in customer conversations
- On-the-job sales coaching with demonstration in customer conversations
- Change management of pre-sales activities
Jan 2016 - Present
10 years 1 monthIncrease revenue in sales and after sales
VW Autohaus von Keitz GmbH & Co. KG
- 3 years interim role: built, developed and led customer service and BDC with professional and disciplinary leadership, relevant KPIs, as well as motivation and control to meet targets and improve results for sales & after sales
- Consulting and restructuring of service processes for various service offerings
- Restructuring the leadership and control of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, also to monitor field sales
- Building, development and coaching of dialogue marketing
- Acquisition training for B2B field sales consultants
- Sales manager training for motivating leadership of field sales reps with sales metrics
- Telephone training for sales, after sales, parts service and dialogue marketing
- On-the-job sales coaching with demonstration for sales, after sales and parts service
- Potential coaching with clear addressing of status, gaps and development steps for sales staff and managers
- Sales training with emotional benefit argumentation
- Project management for group-wide implementation discipline
- ~ €50 revenue increase per vehicle invoice with full service package
900% sales increase in air conditioning maintenance, from 50 to 500 p.a.
200 units sales annually of newly introduced air conditioning cleanings, from 0 to 200
Jan 2014 - Dec 2021
8 yearsIncrease revenue in sales and after sales, build in-house dialogue marketing
Mehrmarken Autohausgruppe DRESEN
- 5 years interim role: built, developed and led customer service and BDC with professional and disciplinary leadership, relevant KPIs, as well as motivation and control to meet targets and improve results for sales & after sales and B2B sales
- Restructuring the leadership and control of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, also to monitor field sales
- Acquisition training for B2B field sales consultants
- Sales manager training for motivating leadership of field sales reps with sales metrics
- 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 'Customer for Life'
- Telephone training for sales, after sales, parts service and dialogue marketing
- On-the-job sales coaching for sales, after sales and parts service
- On-the-job sales coaching with demonstration in customer conversations
- Consulting and identification of sales potentials among existing customers in sales & after sales and exploiting those potentials
- Potential coaching with clear addressing of status, gaps and development steps for sales staff and managers
- Interim sales management for B2B sales with professional and disciplinary leadership and involvement in the recruitment process of new employees
- Restructuring in-house warranties, insurances and customer loyalty instruments for revenue growth and longer customer retention
- Consulting and support for operational GDPR implementation
- Employee training for GDPR implementation
- Compensating revenue declines due to e-mobility through neglected service offerings
- Project management for group-wide implementation discipline, control and monitoring of necessary information from relevant departments and external service providers
€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 a 26% appointment rate and over €2,100,000 revenue
400% sales increase in air conditioning maintenance, from 1,000 to 5,000 p.a.
- 5,000 units of sales performance p.a. for newly introduced air conditioning cleanings
Jan 2010 - Present
16 years 1 monthIncrease revenue in sales and after sales, build in-house dialogue marketing
Mehrmarken Autohausgruppe Schönauen
- 4 years interim role: built, developed and led customer service and BDC with professional and disciplinary leadership, relevant KPIs as well as motivation and control to achieve targets and improve results for sales & after sales
- Restructuring the leadership and control of B2B field sales
- Restructuring sales KPIs and regular communication for management and sales leadership, also to monitor field sales
- Acquisition training for B2B field sales consultants
- Sales manager training for motivating leadership of field sales reps with sales metrics
- 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 'Customer for Life'
- Telephone training for sales, after sales, parts service and dialogue marketing
- On-the-job sales coaching with demonstration in sales, after sales and parts service
- Consulting and identification of sales potentials among existing customers in sales & after sales and exploiting those potentials
- Potential coaching with clear addressing of status, gaps and development steps for sales staff and managers
- Interim sales management for B2C sales with professional and disciplinary leadership and involvement in the recruitment process of new employees
- Restructuring customer data management and customer satisfaction
- Employee training on handling and implementing GDPR
- Compensating revenue declines due to e-mobility through neglected service offerings
- Project management for group-wide implementation discipline, control and monitoring of necessary information from relevant departments and external service providers
€175,000 revenue increase p.a. in after sales
400% sales increase in air conditioning maintenance, from 200 to 1,000 p.a.
500% sales increase in air conditioning cleanings, from 100 to 600 p.a.
Jan 2005 - Dec 2008
4 yearsOpel SME initiative for dealerships
Adam Opel AG, MC Trademarketing GmbH
- Consulting and coaching to align dealers holistically to commercial customer sales in the small fleet segment
- Adaptation of all relevant processes to the manufacturer's specifications: customer acquisition, customer data management, product portfolio, pricing, financing options, vehicle ordering, reporting codes, vehicle delivery, workshop service, marketing measures
- Consulting, design and implementation of sales processes, sales control, KPI measurement, regular communication and competitions
- Acquisition training for B2B corporate sales consultants
- On-the-job telephone training with demonstration in customer conversations
- On-the-job sales coaching with demonstration in customer conversations
- Consulting and identification of sales potentials among existing customers in sales & after sales and exploiting those potentials
- Further development of the implemented CRM for error-free customer service handling
10.4% market share, an increase from 7.6% market share of the supported dealers
Jan 2004 - Present
22 years 1 monthIncrease sales performance in Sales and Telesales
Soloplan GmbH
- Interim setup, development, and leadership of telesales with functional and disciplinary management, relevant KPIs, as well as motivation and control to achieve goals and improve results
- Design and on-demand updates of talk guides with emotional benefit arguments for Sales and Telesales
- Restructuring leadership and management of field sales nationally and internationally
- Restructuring sales metrics and regular communication for management and sales leadership, also to monitor field sales
- Consulting for further development of the existing CRM to optimize mapping of the customer journey
- Acquisition training for key account managers and field sales consultants in B2B
- Sales manager training for motivating leadership of field sales reps with sales metrics
- Potential coaching with clear addressing of status, gaps, and development steps for sales staff and managers
- Further development of the sales strategy from product selling to consultative talks with process analysis and value selling focusing on benefits and value delivery
- Phone training 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 role-modeling in client meetings in the B2B segment
- Further development of the existing CRM for efficient and error-free customer handling in customer service
40% increase in qualified prospects in telesales
25% increase in qualified customer appointments in sales
Change management in sales: build B2B sales department
Autohandel Gebr. van Eupen GmbH
- 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 monitoring of B2B field sales reps
- 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 training with role-modeling in client meetings
- On-the-job sales coaching with role-modeling in client meetings
- Potential coaching with clear addressing of status, gaps, and development steps for sales staff and managers
- Consulting, identifying sales potential among existing customers in Sales & After Sales, and realizing the potential
- Handed over sales management to successor
- 25% sales increase compared to previous year
- 142 vehicles sold in the period
- 500 offers in the period from 1,400 personal and 1,200 phone contacts
- 1,200 qualified prospects from 4,300 prospect contacts
Stabilize after-sales revenue in anticipation of decline due to e-mobility
Daimler AG, Mercedes Benz Niederlassung Stuttgart
- Consulting and restructuring service processes for air conditioning disinfection, air conditioning maintenance, and safety inspections (UVV)
- Definition of tools and meetings for sustainable employee leadership and motivation
- Sales coaching of service advisors with role-modeling in customer meetings
75% increase in sales of relevant service offerings
Implement CRM and systematic customer handling
Elspass Autoland GmbH & Co. KG
- Implementation of a CRM system including error analysis for flawless customer handling
- Definition of relevant data maintenance in the CRM
- Continuous coordination with IT and the CRM provider
- User training for CRM operation
- Mapping the customer journey in the existing CRM
- Sales training for systematic customer approach including data and contact management in the CRM
Stabilize after-sales revenue during the pandemic
Mercedes Benz Autohausgruppe
- Consulting and design of processes for introducing air conditioning disinfection
- Definition of tools and meetings for sustainable employee leadership and motivation
- Implementation across the dealership group
- Online sales training with all involved managers and staff in Service and Dialog Marketing (BDC)
- Follow-up phone coaching with all involved employees and managers to ensure sustained implementation
- Project management for group-wide implementation discipline
€49,000 revenue increase in 2 months
Increasing sales performance in dialogue marketing
UGW AG
- Consulting and restructuring dialogue marketing in executing customer orders in the B2B segment
- Designing call scripts with emotional value propositions
- Phone training for dialogue marketing in the B2B segment
- On-the-job sales coaching with demonstration in the B2B segment
- Train-the-trainer with call center coaches for feedback and target conversations with agents and demonstration of effective calls
- Consulting on enhancing the existing CRM to optimize the mapping of the customer journey
- Training project leaders on measuring and managing with metrics, recruiting suitable employees, and regular communication
20% increase in quantitative lead generation
40% increase in qualified leads with a defined need and purchase timing
Increasing revenue and profitability in after sales
Volvo Autohaus AutoNova
- Consulting and restructuring service processes for air conditioning disinfection, air conditioning maintenance, and UVV inspections
- Identifying and exploiting untapped potential in full-service packages
- On-the-job sales coaching with demonstration in customer conversations
- Sales training with emotional value propositions
- ~ €200 revenue increase per leased vehicle with Volvo full-service package
€51,000 revenue increase per year
Summary
For over 25 years I have been responsible for transformations in sales, pre-sales and after sales across various industries, achieving significant improvements in sales performance, in specific areas as well as in a holistic approach. As a sales creator I passionately identify hidden revenue potentials, friction losses and system weaknesses in a company's entire sales processes. In cooperation with management I initiate the necessary changes to fully leverage existing company assets. I ensure not only quick wins but also lasting developments for productive and smooth operations with a win-win goal. This benefits companies, employees and customers. As a doer I speak inspiring straight talk without lofty dialogues. As a team player I always act as your partner on equal terms. On request I personally demonstrate successful customer and employee communication in practice. I take on "sales conversations" in real situations. This avoids typical seminar effects and reduces barriers to behavior change.
Skills
- Processes
- Sales And After Sales
- Telesales And Dialogue Marketing
- Operational Training On The Job
- Training Field Sales Consultants In B2b
- Acquisition Training For Field Sales Consultants In B2b
- Acquisition Training For New Customer Acquisition
- Acquisition Training At Management Level
- User Training For Implementing Dms/crm Systems
- Potential Coaching With Clear Addressing Of Status, Deltas And Development Steps For Sales Staff And Managers
- Performance Coaching In Sales With Result Responsibility
- Motivation Training Fish! For Managers And Employees
- Sales Training With Emotional Benefit Argumentation
- Sales Training For Upselling And Cross-selling In Sales & After Sales
- Demonstrating Desired Sales Successes In Real Customer Conversations
- Sales Training For Proactive Existing Customer And Market Development
- Telephone Training For Sales, After Sales And Telemarketing
- Sales Manager Training For Motivating Leadership Of Field Sales Reps With Kpis
- Consulting - Process And Sales Expertise
- Restructuring Leadership And Control Of B2b Field Sales
- Restructuring Sales Metrics And Regular Communication For Management And Sales Leadership, Also To Monitor Field Sales
- Restructuring Sales Processes In Sales And After Sales
- Implementing Digital Processes, Partly Automating Them
- Introduction And Further Development Of Dms And Crm Systems
- Designing Successful Conversation Strategies For Sales, After Sales And Bdc
- Building And Developing Bdc, Telesales For Sales & After Sales
- Restructuring Used Car Management, Purchasing And Marketing
- Gdpr Restructuring: Documentation, Mapping In Dms & Crm, Obtaining Customer Consent, Training Employees
- Restructuring Customer Loyalty Instruments, Warranties, Insurances
- Project Management For Consistent Implementation Discipline, For External Service Providers
- Interim Management
- Sales Management Of Sales Staff With Professional And Disciplinary Leadership, Relevant Metrics As Well As Motivation And Control To Achieve Targets And Improve Results
- Customer Service Management – Bdc With Professional And Disciplinary Leadership, Relevant Metrics As Well As Motivation And Control To Achieve Targets And Improve Results
- Staff In Sales & After Sales And Dialogue Marketing, In Customer Contact
- Key Account Manager, Field Sales Staff
- Regional Manager, Service Manager, Sales Manager
- Manager, Managing Director, Board Member
- Automotive
- Banks, Financial Services And Insurance
- Dialogue Marketing
- Wholesale And Retail
- Hospitality
- Beverage Industry
- Real Estate
- Software, It
- Spark And Ignite: Enthusiasm With Multiplying Sparks
- Live And Lead By Example: Moving Role Model With Driving Motivation
- Adapt And Empathize: Affinity With Sensitive Empathy
- Delegate And Lead: Team Player With Transparent Goal Pursuit
- Do And Act: 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 Demonstration For Sustainable Behavior Change: Selective Takeover Of Real Customer And Sales Conversations For Motivating Learning Transfer Without Barriers With Real Sales Performance
- Sales Bang ® Method For Lasting Growth: Achieve Performance Coherence Through Professional And Aligned Energetic-emotional Development
- E-mobility In After Sales: Proven Solutions For Revenue Stabilization Due To Declines From E-mobility
Languages
German
NativeEnglish
IntermediateLatin
ElementaryEducation
Commerzbank AG
Bank Clerk
Certifications & licenses
Trainer and Lecturer
RED Consult GmbH
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