Training can motivate a lacklustre sales force, but not just any training. It needs to be based firmly on individual need and the requirements of the business.
Client: Automotive Telemarketing specialist
Issue: Post delivery sales of add on insurance products were neither on target nor at the required level for one of the company’s main clients. This meant that returns were poor and the account was at risk.
Solution: Vertical’s Cathy Bennett used recorded call logs and live listen-ins to produce a training needs analysis for the company’s call operators.
Using this real call evidence, she devised one-to-one sales training and coaching programmes designed to motivate and constructively improve individual performance. For maximum impact, the coaching was conducted in real time immediately following the analysis.
“We didn’t stop there but also produced a report detailing future training requirements and recommendations for call script revisions that would increase sales,” Cathy said. “The company needed to build on what we’d done in terms of future development so we provided a platform on which they could do this.”
Result: The account achieved its best results to date with sales of add on insurance products up by almost 20% in the month immediately following the assessment and training. A revised script is delivering more effective and easier calls for operators and the team are re-energised.