Sales & Service Managers

• Independently compiled industry ranking data was used to measure Customer Satisfaction with the Sales and Service and experience
• A program was rolled out over 12 months to assist the Sales and Service departments to work together more effectively and to increase Customer Satisfaction
• Independent industry ranking for Sales Customer Satisfaction increased from 4th pre program to 1st post program
• Independent industry ranking for Service Customer Satisfaction increased from 6th pre program to 2nd post program

Customer Satisfaction

• A: Did you feel cared about as a valued Customer?
• B: Were your requirements listened to and fulfilled?
• C: Did you receive value for money?
• D: How likely are you to recommend the business to a friend or colleague?
• E: Total Service Satisfaction Survey Score

• Customer Satisfaction was measured using the client’s existing Customer Satisfaction survey
• Key questions from the survey were identified and the program focused on how to improve these areas
• The average change in Customer Satisfaction achieved by participants who attended the program was measured by comparing the participant’s pre program scores with their scores one month after the program

Managing for Higher Performance

• A: Achievement
• B: Self-Actualising
• C: Humanistic Encouraging
• D: Affiliative

• Managers were profiled prior to the program to measure their current scores in four areas correlated with managerial effectiveness and long term organisational profitability; example – their level of ‘Achievement’ orientated thinking and behaviour
• A 12 month program was delivered assisting managers to deliver higher performance
• The managers then complete the same profile and their scores before and after the program are compared to measure the % change

One to One Coaching

• Using the client’s existing measurement systems, telephone sales consultant's conversion rates and number of sales leads generated were measured before and after one to one coaching sessions
• We measured the performance of the consultant against target as well as doing a pre and post coaching score comparison
• Increases in both quantity (sales leads) and quality (conversion rates) were delivered

Persuasive Presenting to Groups

• KPI 1: I feel CONFIDENT when presenting
• KPI 2: I STRUCTURE presentations EFFECTIVELY
• KPI 3: I am a SKILFUL presenter

Participants scored self perception of the three key areas shown prior to the program via online survey; example – how confident they feel when presenting. Participants then scored self perception again immediately after completion of the final module of the program. Pre and post scores were then compared as one measure of the effectiveness of the program

Sales

• The effectiveness of this Sales program is measured using the clients own data on sales volume and gross profit
• The client’s data shows that 12 months after attending the program sales consultants increase their sales volume by an average of 33%
• The client’s data shows that 12 months after attending the program sales consultants increase their sales volume by an average of over $2,500