Build a Closer, Lasting and More Profitable
Relationship with your Customer
We have been helping corporations all around the world introduce and successfully implement customer service strategies for over 25 years. Whether it is a single store company or a 5000-store corporation, our programs are guaranteed to deliver increased sales and profitability from day one and, most importantly, for many years afterward.
Objectives:
- Help develop a client’s sales force exceptional service and selling skills
- Devise and implement sales performance management metrics and applications that promote and sustain increased sales and profitability
- Help increase a client’s customer loyalty by developing CRM programs that work and increase customer spending
Methodology:
- Service & Selling Skills Training (based on the best-seller Retail Selling Ain’t Brain Surgery, It’s Twice As Hard)
- Review a company's strategic direction and need for change, current service practices, product line, and client profile
- Deliver selling skills training geared specifically to the client with examples and data taken directly from their field and experience
- Sales Performance Improvement Program
- Introduce a complete process management tool that helps measure, analyze and improve sales performance by focusing on Average Transaction, Items Per Ticket and Conversion Rate
- CRM Program
- Help the client develop an appropriate Customer Strategy (customer acquisition and retention)
- Ensure a customer-focused organization is in place (processes and systems: job descriptions, performance measures, compensation systems, etc.)
- Recommend the right technology investment (low-tech first, then higher-tech)
- Help the company woo the customer, not stalk them (target the right customers, those who want a relationship with the company)
Our Retail Selling & Service Improvement Consulting Services include:
- Selling Skills Training
- Knowledge and Skills Gap Assessment
- Training Agenda and Material Design and Development
- Training Delivery (including Train the Trainer seminars)
- Performance Results Measurement
- Sales Performance Improvement Program
- Introduction of New Model (including the technology to support it)
- Testing and Fine Tuning
- CRM Program
- Segmentation Analysis
- Organization and Processes Restructuring Recommendations (change management strategy)
- Selection of Technology
- Implementation
Sample Clients:
- Harley-Davidson Motor Company (Selling Skills)
- Safeway (Selling Skills)
- Blick Art Materials (Selling Skills)
- Healthy Back (Selling Skills)
- Peoples Drug Mart (CRM)
- Microsoft (Selling Skills)
- Blue Ridge Mountain Sports (Selling Skills Training & Sales Performance Improvement Program)
- Young's Market Company (Selling Skills)
- HoneyBaked Ham Company (Selling Skills Training, Sales Performance Improvement Program & CRM)
- Altitunes (Selling Skills)
- Overland Sheepskin Company (Selling Skills)
- Royal Doulton (Selling Skills)
