Catalog for SSC parts, SDS diagnostic software, among other very important information for distributors’ day-to-day activities, are now accessed through the portal. Exclusive our STIHL dealer network, the new system guarantees data protection. If you have not yet joined the platform, you have until March 2021 to migrate. It is very simple: importers need to register their distributors and each person will receive a login and password in order to gain access to the applications of STIHL. “In addition to being much safer, the website is quick and practical. We are happy to be able to offer this advantage,” says Carlos Wey, Service Center Supervisor. These changes seek to provide a better user experience, agility and, above all, security.
Our training processes have been redesigned and now offer the simplicity and advantages of Online Education and Distance Learning. Moving forward in this digital format is part of STIHL’s plan and our commitment to train importers in Latin America and the Caribbean.
In order to plan the new teaching format, a survey was carried out with importers who expressed their preferences regarding the time for online meetings, the knowledge of the technologies to be used and the resources they had available for the sessions. The online training sessions began on August 10 with the start of the STIHL commercial products training, which was attended by 85 people, from six importers. Six more countries participated in the second class of the module, and the same training will be offered in English, in an online format, for Caribbean importers.
The training gained new content, routines and resources, but mainly a new concept.
FROM NEED TO SOLUTION
“On the day-to-day of points of sale, how can we help them increase their results?” This thought was the starting point for creating a new method called “From need to solution,” since one of the challenges of the sales process is to identify what is the real need of the customer to offer the solutions that are appropriate, among the set of products that STIHL offers to customers. In practice, points of sale need professionals who can conduct an advisory sale, asking about the customer’s needs to identify the appropriate product for their specific application. By identification and correlation through four variables – use, load, volume and frequency –, a method was established that assists sales personal in identifying customer needs, thus enabling them to correctly evaluate each application.
TRAIN THE TRAINER
The new concept in sales training is part of the training strategy for importers in Latin America and the Caribbean, who must pass on content and knowledge to their distributors, with the training material available on the STIHL Training platform. In addition to the week-long courses, one-hour webinars are offered on content updates, new technologies, among other subjects. All meetings are recorded and, like the training material, are available on the STIHL Training platform for later access. Technical courses will also be offered in the online format, aiming to transmit to importers technical information about our products.
TOP 10 STIHL TRAINING ƒ
SEE THE 10 MAIN FEATURES OF THE PLATFORM.
1. PROACTIVITY AND AUTONOMY
Users participate in online training, have access to re-watch the recorded meetings, and at the end of the course, after passing the knowledge challenge, they automatically are granted access to print their certificate
2. USER FRIENDLY
The STIHL Training platform is the official training tool of the STIHL Group. The version for Latin America and the Caribbean has been rebuilt and standardized in Spanish and English, making it easier and faster for users to access.
3. ASSERTIVE METHODOLOGY
The method used to develop the training is based on a logical, practical, and useful concept, which can be applied in the sales person’s day-today life.
4. REAL-TIME INTERACTIONS
Live streaming classes always have two instructors: one to give the training and another to answer questions on the chat.
5. KNOWLEDGE CHALLENGE
An online test checks the content absorption and understanding by the course participants who need to have a minimum of 70% correct answers to receive a certificate. Otherwise, they will have to take the course again.
6. MORE STUDENTS
The number of students per class was increased, allowing more people to participate in the same event.
7. LOWER COSTS
Without the need for transportation, flight and accommodation, the amount invested is significantly lower.
8. MORE AVAILABILITY
Online courses reduce participants’ absence time for their training.
9. PREREQUISITE
Prior to registering for online training, it is mandatory to participate in distance learning classes and be approved for you enrollment.
10. SALES IMPROVEMENTS
The theoretical framework aligned with building skills leads to better results in sales.
Training and qualification team: Tássia Canterle, Raul Kriedte and Paulo Serpe
Difficult times encourage on the ability to overcome. This is the case of STIHL employees around the world, who are seeking to achieve positive results in challenging times. Ipe Máquinas, a distributor in southern Brazil, has been standing out in this regard. The ower Ana Carla Möller tells us more.
The store’s posts on social media highlighted the alternative services they offered
FAST ACTION Since the spread of the new coronavirus was very fast in Latin America, there was no time to make a plan. Ipe Máquinas had to adapt to this new scenario fast. “Our store was closed for 10 days. During that period, our social networks saved us. We launched an online service via WhatsApp, which allowed us to continue meeting customer demands by scheduling contacts through this platform,” says Ana Carla. She points out that posts on Facebook and Instagram were also very important to keep in touch with their clients.
SUPPORT TO CUSTOMERS Ipe Máquinas has among their customers the fire department, and companies in the agricultural market, which did not pause their activities. “We needed to keep giving support to our customers, so our service continued online. Through WhatsApp, we arranged deliveries or scheduled visits to the store, following all health and safety protocols,” reports Ana Carla. According to her, everyone’s response was very positive. “The online service made customers even more loyal, making everything more agile and practical.”
HEALTH FIRST “Hand sanitizer has been made available to customers and employees, we restricted the number of people in the store, and everyone started wearing masks, not only the staff members, but also the consumers.” Ipe’s posts on social media reinforced the importance of social distancing during that period. “Posts showing care and empathy for the moment were another way of demonstrating a connection with our customers.”
INSPIRING MESSAGE The video recorded by Dr. Nikolas Stihl touched Ana Carla, who shared it with her staff. “Health must come first. Without health there is no business. It was very touching to receive these words from the Chairman of the STIHL Group, who cares about the entire dealer network wordwide. I identified with it, a lot.”
