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Case studies
Sales & Customer Service Training with retailers
Rangemoors Ltd www.rangemoors.co.uk
Rangemoors is the leading supplier of stoves, cookers, flues, chimneys, spares and accessories in the UK and has an enviable showroom in Winkleigh, on the Airfield, Torrington Road.
We were asked to come along and work with all the sales staff on making the showroom experience the very best it could be for customers, while achieving the sales targets set for the team. We found that the staff were hugely knowledgable on the technical aspects of the products, but weren't always approaching customers in a way that helped open up a conversation about their needs.
This was a great example of a company being really open to training, even though they had not worked with an external training company before. We ran a 1-day Sales & Customer Service course, using an actor as a customer to show the different ways that the customers' needs can be met.
We also measured the before & after, both with a written test about sales technique AND observation of the sales staff live with customers that was rated on a standardised sheet. We found that knowledge of sales technique went from 30 - 80% and observable good behaviours rose from 54% - 88%.
This shows the power of measuring how well staff are doing, so you can see the ROI of your training investment.
AutobulbsDirect Ltd www.autobulbsdirect.co.uk
This family firm in Southampton has been very successful in building itself up to be the leading provider of bulbs online. In doing so, they now have a much bigger team with several young members of the team who are dealing with customer services queries, some full-time and others as just part of their remit.
Having, as they do, a real passion for customer service, Autobulbs decided to invest some time and money in training their staff in the very best customer service as part of their work on their 'customer service culture'. They brought in Delaney & Hart to do a half-day course in November 2010, that consisted of best practice in customer service AND a review of recorded calls and mystery shopping we had carried out.
We had an actor call in to the session by telephone so they could practise on several 'typical' customer types, which caused a great deal of hilarity as well as some very insightful feedback!
They were delighted with the resulting course and have since seen a real change in behaviour with the right script being used for call answering as well as demonstrable examples of their team 'going the extra inch'.
If you are interested in this type of course, please give us a call!
Read the letter Autobulbs sent to us about the results they've achieved from our training.