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| ING |
| Critical Issue: A young, dynamic sales team that was new to telephone based selling where their activity was not focused and tended to be a product push rather than a more consultative approach. There was not a consistent and defined use of telephone techniques or a processes. |
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| Reason: The team had never received any formal telephone based training and from an operational point of view systems and process to leverage a telephone based team was not in place. The sales team had little experience to draw on and found it hard to create powerful and effective calls and to manage their day in a proactive telephone based way. |
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| We provided: A detailed study of areas to improve in the form of skills and business operations. We then provided workshops, one-on one coaching and telephone based training to improve the teams skill base. We also supplied an assessment tool to rate each individual and to set benchmarks for a tailored improvement plan. In addition, a skill based manual was produced customised to the needs of the team. This was to encourage their on-going development through team and individual learning activities. We provided advice and coaching on how to mange the team, its infrastructure, reporting and target setting. |
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| Result: |
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Increased confidence to tackle more clients more often. |
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Improved understanding of telephone based sales. |
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New practical tips and tools to better service clients. |
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Further strengthening of client relationships. |
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Increased productivity. |
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Improved coaching skills. |
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