SALES EFFECTIVENESS MEANS

We helped this retailer to understand how a change in their selling and customer service process could impact the amount of money their customers could spend. We designed a new process and did some experiments for them. The results: over 10% increase in average selling ticket, per person, per transaction. Also achieving improved profits coming from those transactions.

It is not easy to improve what you can not measure. We reviewed the complete selling and customer service processes for this company. We identified the critical aspects that were impacting in customer service. We test-drived the changes initially in some locations, and verified the success. Then replicated the measurement to the company, nation wide. The results: Customer satisfaction increased 35% (surpassing N.P.S. - Net Promoter Score- targets) and permanent customer satisfaction improvements were registered. Also impacted by allowing the organization to identify bottlenecks and launch other improvement initiatives.

We designed a complete coaching program for a large sales organization. We also trained their internal coaches. The results: By measuring the sales results and the sales abilities, we confirmed that sales associates that participated in the coaching program were statistically more effective (improved) when compared to the other group.

Imagine that every plot in this chart represents a salesman from your team. Imagine that besides every dot you can access rich data to identify strengths and gaps. Imagine you can segment your data by location, age, salary level or by any other demographic or available variable. The results: Strategy changes were implemented, by modifying the minimum contracting level and qualifications for new salespeople and also determining which developing programs needed to be delivered to every sales rep.

This customer needed to implement (for the first time) a company-wide and large sales training initiative. But not regular training, but customized training (for their specific industry) and focused on consultative selling capabilities. The results: We designed specific training for them, including their particular industry knowledge (and the selling value propositions from the brands involved), delivered an 18 sessions program, adding field coaching to their sales team, helping the sales representatives to stick the changes. We also added an online service to support (and remind) learning. Satisfaction level was at the top; the program was an opportunity for the managers to watch their sales team "in action" (laboratory) and to support additional individual development.