Consulting:
Selling & Service Improvement Programs

>>>Build a tighter relationship with the 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.   

Objective:

• 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 Customers, not stalk them (target the right Customers, those who want a relationship the company)

Our 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)

To learn more about Jim’s Selling & Service Improvement consulting experience please check Projects.

Check also Jim’s books "Retail Selling Ain't Brain Surgery, Its Twice As Hard" and "How to Start and Run a Retail Business" and Keynote Speeches, Seminars and Workshops on this topic.

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