How would you design and build a customer support operations for a Google product

In this article, we will talk about the PowerPoint and Presentation skills that will help you survive in consulting. If you apply them well enough – you can excel too. You do not need to be an expert in all these skills from day 1 – no one expects you to be a slide-ninja from the start. However, you must make it a point to learn voraciously and pick-up things very quickly. The best consulting firms also have in-house training modules for all these skills, and you can also rely on your more-experienced team-mates for resolving your queries.

The GROW model, an acronym for Goal, Reality, Options, and Will, was developed in the late 1980s by Sir John Whitmore and his colleagues Graham Alexander and Alan Fine. It emerged from the realization that traditional training methods often failed to achieve sustainable performance improvements. Whitmore, a former racing driver and a pioneer in the field of executive coaching, played a significant role in popularizing the model and establishing it as a method for performance enhancement in the business world.The model is rooted in the principles of performance-oriented coaching and is heavily influenced by humanistic psychology, particularly the work of Timothy Gallwey, who developed the "Inner Game" concept. This concept emphasizes the importance of internal attitude for external performance and forms the basis for the GROW model.The four phases of the model are designed to help users move from abstract goals to concrete plans:Goal: This phase focuses on defining clear, measurable, and achievable goals. It's about creating a vision that motivates and provides direction.Reality: Here, the current situation is analyzed. It's an inventory that helps to understand the environment and identify obstacles as well as resources.Options: In this creative phase, all possible courses of action are considered. It's about brainstorming ways that could lead to the goal, without prematurely limiting oneself.Will: The final phase is about implementation. Here, decisions are made about the steps to be taken to achieve the goals, and an action plan is created. Since its inception, the GROW model has spread worldwide and is now used in many areas, from personal coaching to sports and corporate leadership. Its simplicity and flexibility make it a valuable tool for anyone who wants to achieve their goals – including those preparing for case interviews.Since its creation, the GROW model has spread around the world and is now used in many areas, from personal coaching to sport and business management. Its simplicity and flexibility make it a valuable tool for anyone who wants to achieve their goals - including those preparing for case interviews.M&A TransactionsGoal: Determine the objective of the M&A transaction. Is it to achieve growth, market access, or synergy effects?Reality: Analyze the current market position and financial health of the involved companies. What cultural and operational challenges could arise during integration?Options: Develop strategies for integration, identify potential synergies, and assess risks. How can resistance be minimized and the employees of both companies be involved?Will: Decide which integration approach should be pursued and create a detailed plan for the first 100 days after the merger.Market Entry StrategiesGoal: Define the objective of the market entry. Is it about tapping into new customer segments or expanding into new geographical markets?Reality: Examine market conditions, competitive landscape, and customer needs. What regulatory hurdles exist?Options: Work out different market entry strategies such as joint ventures, franchising, or establishing own subsidiaries. Which strategy promises the most success considering the company's resources?Will: Choose the appropriate market entry strategy and plan the implementation steps, including timeline and budgeting.PricingGoal: Formulate the pricing objective. Is it to increase market share, maximize profitability, or introduce a new product?Reality: Evaluate the cost structure, customer willingness to pay, and the competition's pricing. How does the product position itself compared to alternatives?Options: Develop pricing models based on value-based, cost-plus, or competitive pricing. Which pricing strategy fits the company's image and customer requirements?Will: Decide on a pricing strategy and plan the implementation, including communication measures and monitoring market reactions.By applying the GROW model, you can demonstrate in case interviews that you are capable of structured and goal-oriented thinking, while considering all relevant aspects of a business problem.Structuring Questions and AnswersA clear structure is essential in case interviews. The GROW model helps you organize your answers:GoalQuestion: What is the primary objective that the company wants to achieve with this initiative? Answer Introduction: "The primary objective of the company is to ..."Question: What long-term effects are intended with this decision? Answer Introduction: "In the long term, the company aims to ..."Question: How does this objective fit into the overall strategy of the company? Answer Introduction: "This objective supports the overall strategy of the company by ..."Question: What financial or market-related objectives are associated with this measure? Answer Introduction: "Financially, the company aims to ..."Question: What qualitative objectives, such as customer satisfaction or brand strengthening, is the company pursuing? Answer Introduction: "Qualitatively, the company seeks to achieve ..."Reality (Reality)Question: What internal and external factors are currently influencing the company's situation? Answer Introduction: "Currently, the company faces the following internal and external factors ..."Question: How do you assess the company's competitive position compared to its main competitors? Answer Introduction: "Compared to the main competitors, the company stands ..."Question: What strengths and weaknesses does the company have concerning the defined objective? Answer Introduction: "Regarding the defined objective, the company has the following strengths and weaknesses ..."Question: How has the market developed in recent years, and what does that mean for the company? Answer Introduction: "The market development in recent years indicates that the company ..."Question: What legal or technological changes could affect the situation? Answer Introduction: "Legal and technological changes could influence as follows ..."OptionsQuestion: What strategic alternatives are available to the company? Answer Introduction: "The company could strategically consider A, B, or C, where ..."Question: How could different solution approaches affect the company's objectives? Answer Introduction: "Solution approach A could affect the company's objective by ..."Question: What risks and opportunities are associated with each option? Answer Introduction: "Option A entails the following risks and opportunities ..."Question: How would stakeholders react to the different options? Answer Introduction: "The stakeholders' reaction to option A could be ..."Question: What short- and long-term effects would the different options have?Answer Introduction: "In the short term, option A would cause the following, while in the long term ..."WillQuestion: How could the company effectively implement the preferred solution? Answer Introduction: "To effectively implement option B, the company could ..."Question: What resources are required for the implementation of the chosen option? Answer Introduction: "For the implementation of option B, the company needs the following resources ..."Question: How can the company ensure that the chosen option leads to sustainable success? Answer Introduction: "To ensure the sustainability of option B, the company should ..."Question: What measures are necessary to prepare the employees for the implementation of the option? Answer Introduction: "To prepare the employees for option B, the following measures are necessary ..."Question: How will the success of the implementation be measured and evaluated? Answer Introduction: "The success of option B will be measured and evaluated based on the following criteria ..."Developing Solution StrategiesThe GROW model is your navigator through the jungle of solution possibilities. It helps you systematically think through all options and evaluate them in terms of their feasibility, potential, and impact on the company's objective.Ask yourself for each option: "How realistic is the implementation, and how much does it contribute to achieving the goal?" Compare the options with each other and decide not only for the feasible but for the most effective strategy that advances the company.Improving Self-Reflection and Self-PresentationThe GROW model acts like a mirror for your thoughts and actions. It promotes self-reflection by encouraging you to think about your personal strengths and weaknesses in the context of case resolution. This self-knowledge is crucial to sharpen your self-presentation in the interview. You learn to present your arguments confidently while being open to feedback. This not only shows your professional competence but also your personal maturity and adaptability.Practical ExercisesTheory is one thing, practice another. To master the application of the GROW model, you should regularly practice it in training scenarios. Use real or constructed cases to train the application of the model. Whether alone with self-reflection or in a group with peer feedback – each practice makes you more confident in using the model. This way, you sharpen your argumentation and become a master of structured problem-solving.By integrating the GROW model into your preparation strategy, you will not only shine in case interviews but also develop valuable skills for your future career as a consultant. It is a tool that helps you master complex challenges and shows that you are ready to think and act at a high level.Conclusion on the GROW ModelWith its clear structuring into the phases of goal setting, reality check, options evaluation, and will formation, the GROW model provides a foundation for systematically tackling and solving complex business problems.For aspiring consultants, the GROW model is interesting for several reasons:Structured Thinking: It forces you to think in structured ways and promotes a clear, logical approach to problems – a skill that is invaluable in the consulting industry.Effective Communication: The model trains you to articulate thoughts precisely and present them convincingly. This is crucial not only for passing case interviews but also for later work with clients.Self-Reflection: It encourages self-reflection, which helps to better understand and communicate one's strengths and weaknesses – a key competency for personal development and leadership tasks.Decision-Making: The GROW model supports the development and evaluation of action options and promotes informed decision-making.Adaptability: By applying the model, aspiring consultants learn to react flexibly to different situations and adjust their approach accordingly.Practical Application: It is directly applicable in practice and can be used both in real projects and in simulated case interview situations.In short, the GROW model helps you master the challenges of case interviews and prepares you for a successful career in consulting. It sharpens the skills necessary for the consultant's daily routine and supports you in positioning yourself as a competent and reflective candidate.