Marco Paffenholz-Change Management, Sales Development, Transformation, Sales Expert
Check rate
Experience
Change management, sales development for selected financial services
Sozialbank, Bank für Sozialwirtschaft, Grey Solutions GmbH
- Development and operational implementation of effective pre-sales activities to acquire new customers
- Operational development and implementation of best practice conversation strategies
- Process development and process optimization
- KPI measurement, regular communication
- Coaching for involved sales staff and managers
- On-the-job phone training with demonstration in customer conversations
- On-the-job sales coaching with demonstration in customer conversations
- Change management of pre-sales activities
Boost sales in sales and after sales
VW Autohaus von Keitz GmbH & Co. KG
- 3-year interim role building, developing, and leading customer service and BDC with technical and disciplinary leadership, relevant KPIs, and motivation and control to reach 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, also to monitor field sales
- Building, developing and coaching dialogue marketing
- Acquisition training for B2B field sales consultants
- Sales leadership training for motivating field sales reps with sales metrics
- Phone training for sales, after sales, parts department, and dialogue marketing
- On-the-job sales coaching for sales, after sales, parts department with demonstration
- Potential coaching with clear focus on status, deltas, and development steps for sales staff and managers
- Sales training with emotional value propositions
- Project management for group-wide implementation discipline
- ~ €50 sales increase per vehicle invoice with a full-service package
900% sales increase in AC maintenance, from 50 to 500 per year
200 sales per year for newly introduced AC cleaning services, from 0 to 200
Boost sales in sales and after sales, set up in-house dialogue marketing
Mehrmarken Autohausgruppe DRESEN
- 5-year interim role building, developing, and leading customer service and BDC with technical and disciplinary leadership, relevant KPIs, and 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, also to monitor field sales
- Acquisition training for B2B field sales consultants
- Sales leadership training for motivating field sales reps with sales metrics
- Consulting, identifying, and restructuring sales and after-sales processes, especially in customer focus
- Introduction of AC cleaning services
- Acquisition and sales training in the B2B segment
- Customer orientation training "The customer for life"
- Phone training for sales, after sales, parts department, dialogue marketing
- On-the-job sales coaching for sales, after sales, parts department
- On-the-job sales coaching with demonstration in customer conversations
- Consulting, identifying sales potentials in existing accounts for sales & after sales and realizing the potential
- Potential coaching with clear focus on status, deltas, and development steps for sales staff and leaders
- Interim B2B sales management with technical and disciplinary leadership and involvement in staff recruitment
- Restructuring own warranties, insurances, and customer loyalty tools for revenue growth and longer customer retention
- Consulting and support for operational GDPR implementation
- Employee training for GDPR implementation
- Compensating revenue declines from e-mobility with overlooked service offerings
- Project management for group-wide implementation discipline, controlling and monitoring necessary information from relevant departments and external service providers
€8,740,000 sales increase in after sales from 2014 to 2020
6,700 service appointments per year through follow-up calls to non-responders after service reminders, with over 26% appointment rate and over €2,100,000 in sales
400% sales increase in AC maintenance, from 1,000 to 5,000 per year
- 5,000 units sales performance per year for newly introduced AC cleaning services
Boost sales in sales and after sales, set up in-house dialogue marketing
Mehrmarken Autohausgruppe Schönauen
- 4-year interim role building, developing, and leading customer service and BDC with technical and disciplinary leadership, relevant KPIs, and motivation and control to reach 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, also to monitor field sales
- Acquisition training for B2B field sales consultants
- Sales leadership training for motivating field sales reps with sales metrics
- Mapping the customer journey in the existing CRM
- Consulting, identifying, and restructuring sales and after-sales processes, especially customer focus
- Acquisition and sales training in the B2B segment
- Customer orientation training "The customer for life"
- Phone training for sales, after sales, parts department, dialogue marketing
- On-the-job sales coaching with demonstration in sales, after sales, parts department
- Consulting, identifying sales potentials in existing accounts for sales & after sales and realizing potential
- Potential coaching with clear focus on status, deltas, and development steps for sales staff and managers
- Interim B2C sales management with technical and disciplinary leadership and involvement in new staff recruitment
- Restructuring customer data management and customer satisfaction
- Employee training on handling and implementing GDPR
- Compensating revenue declines from e-mobility with neglected service offerings
- Project management for group-wide implementation discipline, controlling and monitoring necessary information from relevant departments and external service providers
€175,000 yearly sales increase in after sales
400% sales increase in AC maintenance, from 200 to 1,000 per year
500% sales increase in AC cleaning services, from 100 to 600 per year
Opel SME initiative for dealers
Adam Opel AG, MC Trademarketing GmbH
- Consulting and coaching to fully align dealers for commercial customer sales in the small fleet segment
- Adapting all relevant processes to the manufacturer’s guidelines: customer acquisition, customer data management, product portfolio, pricing, 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 contests
- Acquisition training for corporate sales consultants B2B
- On-the-job phone training with demonstration in customer conversations
- On-the-job sales coaching with demonstration in customer conversations
- Consulting, identifying sales potentials in existing accounts for sales & after sales and realizing them
- Further development of the implemented CRM for error-free customer service handling
10.4% market share, an increase of 7.6% market share for the supported dealers
Increase sales performance in sales and telesales
Soloplan GmbH
- Interim setup, development and management of telesales with professional and disciplinary leadership, relevant metrics, as well as motivation and steering to achieve goals and improve results
- Design and on-demand updates of call scripts with emotional benefit arguments for sales and telesales
- Restructuring leadership and management of field sales, nationally and internationally
- Restructuring sales KPIs and regular communication for management and sales leadership, also to monitor field sales
- Consulting to further develop the existing CRM for optimized customer journey mapping
- Acquisition training for KAM and B2B field sales consultants
- Sales manager training for motivational leadership of field sales reps with sales KPIs
- Potential coaching with clear focus on 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 values
- 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 'showing by example' in customer meetings in the B2B segment
- Further development of the existing CRM for efficient and error-free customer handling in customer service
40% performance increase in qualified leads in telesales
25% increase in qualified customer appointments in sales
Change management in sales: building B2B sales department
Autohandel Gebr. van Eupen GmbH
- Build, develop, and coach sales of cars and commercial vehicles to corporate clients
- 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 reps
- Sales KPIs and regular communication for management
- Acquisition training for B2B field sales consultants
- Consulting, designing, and implementing sales processes, sales management, KPI measurement, regular communication, and competitive analysis
- On-the-job phone training with 'showing by example' in customer conversations
- On-the-job sales coaching with 'showing by example' in customer conversations
- Potential coaching with clear focus on status, gaps, and development steps for sales staff and managers
- Consulting and identifying sales potential with existing customers in sales and after-sales, and realizing that potential
- Handing over sales management to the successor
- 25% increase in sales compared to the 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 leads out of 4,300 lead contacts
Stabilize after-sales revenue due to expected decline from e-mobility
Daimler AG, Mercedes Benz Niederlassung Stuttgart
- Consulting and restructuring of service processes for air conditioning disinfection, air conditioning maintenance, and UVV inspection
- Defining tools and meetings for sustainable employee management and motivation
- Sales coaching for service advisors with 'showing by example' in customer meetings
75% increase in sales of relevant service offerings
Introduce CRM and systematic customer handling
Elspass Autoland GmbH & Co. KG
- Introducing a CRM system including error analysis for flawless customer handling
- Defining relevant data maintenance in the CRM
- Continuous coordination with IT and the CRM provider
- User training on how to use the CRM
- 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 designing the processes for introducing air conditioning disinfection
- Defining tools and meetings for sustainable employee management and motivation
- Implementation across the entire dealership group
- Online sales training with all involved managers and staff in service and dialog marketing (BDC)
- Follow-up phone coaching with all involved staff and managers to ensure ongoing implementation
- Project management for group-wide implementation discipline
€49,000 revenue increase in 2 months
Increase Sales Performance in Dialogue Marketing
UGW AG
- Consulting and restructuring in dialogue marketing for handling customer orders in the B2B segment
- Designing call scripts with emotional benefit arguments
- Telephone training for dialogue marketing in the B2B segment
- On-the-job sales coaching with modeling in the B2B segment
- Train-the-trainer with call center coaches for feedback and goal-setting talks with agents and modeling effective phone calls
- Consulting on the further development of the existing CRM for optimized mapping of the customer journey
- Training project managers on measurement and management with key metrics, recruiting suitable staff, regular communication
20% increase in quantitative lead generation
40% increase in qualified leads with identified needs and purchase timing
Increase Revenue and Profitability in After Sales
Volvo Autohaus AutoNova
- Consulting and restructuring of service processes for air conditioning disinfection, air conditioning maintenance, and safety inspections (UVV)
- Identifying and leveraging untapped potential in full-service packages
- On-the-job sales coaching with modeling in customer meetings
- Sales training with emotional benefit arguments
- ~ €200 revenue increase per leased vehicle with the Volvo full-service package
€51,000 annual revenue increase
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Transportation, Automotive, Banking and Finance, and Professional Services.
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Sales, Customer Service, Marketing, Project Management, and Operations.
Summary
For over 25 years, I have been responsible for driving transformations in sales, pre-sales and after sales across different industries, achieving significant increases in sales performance in both specific areas and overall. As a Sales Creator, I passionately identify hidden revenue potentials, friction losses, and system weaknesses in companies' entire sales processes. In coordination with management, I initiate the necessary changes to fully leverage the company's existing assets. At the same time, I ensure not only quick wins but also lasting developments to enable productive and smooth operations with win-win goals. This benefits companies, employees, and customers. As a doer, I speak inspiring, straightforward language without lofty dialogues. As a team player, I always act as your partner on equal footing. If desired, I personally demonstrate successful customer and employee communication in practice. I take on real "sales conversations" in the field. This avoids typical seminar effects and lowers barriers to behavior change.
Skills
Processes
Sales And After Sales Processes
Telesales And Dialogue Marketing
On-The-Job Operational Training
Training Of B2b Field Sales Consultants
Acquisition Training For B2b Field Sales Consultants
Acquisition Training For New Customer Acquisition
Acquisition Training At Management Level
User Training On Dms/Crm System Implementation
Potential Coaching With Clear Focus On Status, Deltas, And Development Steps For Sales Staff And Leaders
Performance Coaching In Sales With Accountability For Results
Fish! Motivation Training For Managers And Employees
Sales Training With Emotional Value Propositions
Upselling And Cross-Selling Training For Sales & After Sales
Demonstrating Desired Sales Successes In Real Customer Interactions
Sales Training For Active Account Management And Market Coverage
Phone Training For Sales, After Sales, And Telephone Marketing
Sales Leadership Training For Motivating 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 For Field Sales Control
Restructuring Sales And After-Sales Processes
Implementing And Partially Automating Digital Processes
Introduction And Further Development Of Dms And Crm Systems
Designing Successful Conversation Strategies For Sales, After Sales, And Bdc
Building And Developing Bdc And Telesales For Sales & After Sales
Restructuring Used Vehicle Management, Procurement, And Marketing
Restructuring Gdpr: Documentation, Mapping In Dms & Crm, Obtaining Customer Consent, Staff Training
Restructuring Customer Loyalty Tools, Warranties, And Insurances
Project Management For Consistent Implementation Discipline For External Service Providers
Interim Management
Sales Management Of Sales Staff With Technical And Disciplinary Leadership, Relevant Metrics, Motivation, And Control To Achieve Targets And Improve Results
Head Of Customer Service – Bdc With Technical And Disciplinary Leadership, Relevant Metrics, Motivation, And Control To Achieve Targets And Improve Results
Employees In Sales & After Sales And Dialogue Marketing In Customer-Facing Roles
Key Account Managers, Field Sales Reps
Regional Managers, Service Managers, Sales Managers
Managers, Managing Directors, Board Members
Automotive
Banks, Financial Services And Insurance
Dialogue Marketing
Wholesale And Retail
Hospitality
Beverage Industry
Real Estate
Software, It
Ignite And Spark: Enthusiasm That Multiplies
Live And Lead: An Inspiring Role Model With Motivating Drive
Adapt And Identify: Affinity Through Perceptive Empathy
Delegate And Lead: Team Player With Clear Goal Tracking
Do And Act: Burning Passion With Disciplined Activity
Develop And Plan: Inspiration With Mental Imagery For The Heart
Deliver And Execute: Productivity With System Efficiency
Think And Aim: Creative Strategy With Boundless Vision
Sales Coaching With "Demonstration" For Sustainable Behavior Change: Selective Use Of Real Customer And Sales Conversations For Motivating Learning Transfer Without Barriers And With Genuine Sales Performance
Sales Bang® Method For Sustained Growth: Achieving Performance Coherence Through Professional Expertise And Aligned Energetic-Emotional Growth
E-Mobility In After Sales: Proven Solutions To Stabilize Revenue Amid Declines Due To E-Mobility
Languages
Education
Commerzbank AG
Bank Clerk
Certifications & licenses
Trainer and Lecturer
RED Consult GmbH
Statistics
Experience
Expertise
Qualifications
Profile
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