Case Studies

3. Call Centre Sales Team Needing to Improve Sales Results

Situation: We worked with a company that sells internet telephony services through a call centre. This company was very active in print and television advertising that encouraged people to ring to enquire about (and ideally purchase) the product. The telephone salespeople had been given reasonably extensive product training and when potential customers rang they would be greeted with a barrage of technical questions, starting with, 'Do you have broadband?' 'What size modem do you have?' 'Do you want a series 1, 2 or 3 model?' Most customers were disengaged and confused. The sales that were achieved through hard closing methods created a lot of unhappy customers who couldn't use the product and didn't understand it.

Action: Perform Solutions conducted a detailed diagnosis of current selling methods and then implemented two half day sales training modules to the sales team plus one day of leading and coaching training to the Team Leaders.

Results: Sales results have improved 20-50% due to the combination of enhanced telephone selling skills and substantial marketing activity. Conversion rates have improved by training the telephone salespeople to build rapport and understanding with the prospective buyer, how to ask much better questions, how to provide relevant and useful information, how to handle concerns, and how to ask for the order and follow up. There was a significant increase in the motivation and skill level of the team - one young guy got four new sales in the afternoon following the training!

Future: Service Excellence training has been rolled out to the rest of the customer service staff. Further outbound and follow-up call sales training is planned to continue developing the skills and results of the sales team.

Perform Solutions International Pty Ltd
Bill Carson
Email:
0433 348 318

Privacy Policy | Search This Site

Add to Favorites