"This time last year our competition amounted to only one company - today there are ten," says Tor Malmåsen, Project Manager at Norway's leading wireless telecommunications company, Telenor Mobil. It is against the backdrop of this increasingly competitive marketplace that the management at Telenor Mobil has recognised that in order to remain the leader in its field, the company must demonstrate unequalled professionalism in its service provision. A long-term training strategy has been identified as a key focus for achieving this goal.

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It is not often that a group like Huthwaite International has the opportunity to have their work objectively evaluated by a disinterested outsider. Such an opportunity arose when Motorola Corporation engaged Martha Silliman to evaluate a pilot SPIN^® Project in Canada, prior to a large-scale implementation.

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Mr B.N.Jha describes the initiatives taken to transform Tata Telecom from a loss-making organisation, to the market leader in their segment of the Indian telecommunications market. The skills training needed to implement the strategy was supplied by NIS-Huthwaite in India.

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As part of a broader drive to reinforce its total brand proposition in this new competitive environment, Manx Telecom turned to behaviour change specialist, Huthwaite International, to review and enhance the performance of its sales and customer service teams.

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At Huthwaite, an issue that our clients acknowledge more and more is the need for their whole organisation to understand the sales process used by its sales team.

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This article describes a training project to help Systems Integration Managers work more effectively with their internal customers. The overall aim of the project was to help managers move from their expert role to a more consultative role where their objective is to explore their internal customer needs in depth before offering solutions. John Ames, Manager at BT Network Integration Centre describes the work with Huthwaite as "The most formidable course I have ever been on".

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Ofer Perry, Strategic Clients Marketing Manager and David Cohen, Staff Training Manager comment on the need for Bezek to prepare for open market competition in the telecoms market in Israel. Huthwaite Israel was recruited to help the professional personnel become competent sales people and account managers. The article comments on the training delivered and some of the results achieved.

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This article is focused on the need to move away from competing on price to developing greater perceptions of the value of the services offered to customers, in response to market changes. Huthwaite were contracted to help the sales force develop a more consultative style of selling.

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The Dutch national telecommunications provider PTT decided to establish a Strategic Sales Development Programme as part of the strategy to meet the challenge of the deregulation of the telecommunications market in the Netherlands. This programme focused on the Corporate Account team where the threat of new competition was predicted to have a significant impact. The article covers the range of training initiatives undertaken and comments from participants about the impact of the training.

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