Online improvement program

Often the question is asked "Once I've measured Service, how can I improve it?".  Which is another way of asking "How can change behaviour?"

Below is some detail of one way we can help make this happen.

We'll run the training as a six week ongoing program delivered predominantly online.

There will be one (45 minute) online session each week exclusive to you, including exercises, group call-in sessions, and one-on-one time.

The group will also have a closed private Facebook page where the group can speak privately and freely.

The structure is as follows: (each session to be held on a set day each week)

Pre-Work

A series of phone sessions with selected stores to determine the current state of sales.

Includes a series of interviews about current objections, and current measurement systems.

Week 1 – Identity

Important foundational work to determine who we are and what we are selling.  Who are the customers and what do they want?

Plus group phone call.

Week 2 – Business metrics

Gather the important sales data required to improve sale rates.

Although you already have some specific tools, we will introduce some basic new tools to help track success of their calls, and more importantly, ‘where’ they are falling over.

Plus group phone call.

Week 3 – The sales process

Deconstruct a your current sales process.

Plus group phone call.

Week 4 – Objection handling

Walk through the typical objections and how to use them to help close the sale.

Plus group phone call.

Week 5 – The language of service

Use of language, nuance, and personality types in selling to an individual.

Plus group phone call.

Week 6 – Sex, Lies and Sincerity

How people buy, why they buy, and how to spot when your customers don’t tell the truth.

Plus group phone call

Week 8 - Wrap

One-on-one calls.  What’s worked, what needs further work. Measure improvements.

We can also discuss a structure with larger groups and less one-on-one calls.

 

The is also an abridged version available as follows:

Pre-Work

A series of phone sessions with selected stores to determine the current state of sales.

Includes a series of interviews about current objections, and current measurement systems.

Week 1 – Identity

Important foundational work to determine who we are and what we are selling.  Who are the typical customers and what do they want?

This sets up a core aspect of getting staff in a mental state to believe that it’s OK to sell.

Week 2 – Sex, Lies and Sincerity

How people buy, why they buy, and how to spot when your customers don’t tell the truth.

Begins to incorporate elements of specific improvements required (e.g. off a Mystery Shopping program).

Plus group phone call

Week 3 – The sales and service process

Using service to sell.

Overcoming objections.

Getting in a mindspace so it feels OK to sell.