Increasing Consultative Selling Skills

Sample Needs Assessment: Retail Call Center

Thanks for looking at this sample needs assessment. This

call center needed staff to be more consultative. Their

attempts to encourage this had been unsuccessful.

Executive Summary

Our top 3 Recommendations:

1. Management: connect and relate to engage

2. Offer Training: OJT, Classroom & E-learning

3. Make it believable

This is a quick visual overview of our findings, not a full report.

Purpose, Goals & Objectives

How can we meet more customers’ needs by having our CSR’s become more consultative?

The Process1. Gather initial information by

interviewing HR Manager

2. Create Needs Assessment Plan choosing collection methodology

3. Refine plan with client input

4. Launch dual response surveys

5. Analyze findings

6. Share results and recommendations

We custom fit this process to best fit the particular need.

Needs and Findings

Technical Terminology & Knowledge

Core Beliefs

Sale Skills Implementation & Lack of Time to Train

Diverging Points of View of Call Time Expectations

Pop-Up Application Efficiency

Enjoy this quick tour of our findings.

We’ll check back with you at the end…

Technical Terminology and Knowledge

16 out of 19 mangers rated reps low on these skills.

Core Beliefs We asked mangers their perception of CSRs’ beliefs…only two responded positively.

“Despite the attempts to make them believe it, I think most reps feel selling benefits the company more than the customer.”

High Profile Initiatives compete with the Time needed to Train

Diverging Points of View of Call Time Expectations

I wonder if I’ll be in trouble for spending too much time on calls?

Pop-Up Application Efficiency

“….some descriptions are too vague….”

“…..it slows us down.”

“ …..sometimes our cross-sells and up-sells don’t make sense…..”

“ ….if they were a different color than the screen I am currently on…..”

Options Connect & Relate

Training

Make it believable

Culture

Technology

Rewards

Selling Skills

Alignment

Make it fun

Input from reps and managers suggested no shortage of ideas

that would help!

1. Connect & Relate to Engage

Listening builds goodwill

Listening enables you to be proactive and responsive

Relationships = Engagement

2. Deliver training that gets results

3. Make it believable

The customer has provided great feedback on the extra effort to suggest solutions! Selling really is a service.

4. Align the culture

I wonder what they really want?

5. Explore your Rewards

6. Assess the technology

Are the pop-ups:

Clear enough to read?

Loading quickly enough?

Helpful to the customer?

7. Train Consultative Selling Skills

Online, self-paced learning helps reps understand technical products.

Classroom learning is great for practicing consultative selling skills.

OJT is a great way to reinforce and providespot coaching, but it may not be best for initial learning.

8. Align objectives & internal controls

• The objective - answer as many calls as possible

• The objective - take the time to explore needs

What objectives are being communicated?

9. Reward Goal Achievement & Fun!

“…when leaders lighten up and create a fun workplace, there is a significant increase in the level of employee trust, creativity and communication -- leading to lower turnover, higher morale, and a stronger bottom line.” Monster.com

Top Recommendations

Where will you get the greatest result for the least effort and investment?

1. Connect & Relate to

Engage

2. Train

3. Develop the Beliefs

#1 Connect & Relate to Engage

Gain first hand knowledge

Offer the right tools

Be certain of what’s needed

Be aware of trends early

Increase loyalty

Build higher engagement

#2 TrainingPlain & simple: to be consultative

requires1. Product knowledge2. Consultative skillsWe used to have training modules for new products or product lines that described benefits of new printers, routers, and other things.

I liked these because when I finished I knew how to sell them. Now, we don't always know exactly why one item is better than another. Yes, we can “call technology” for business customers, but that takes time.

It would be helpful to have more knowledge about the products we carry.

#3 Make it believable

What we can or cannot do… is rarely a function of our true capability. It is more likely a function of our beliefs about who we are.

Tony Robbins

Thanks for viewing.We’re offering a complimentary custom needs assessment

to introduce our capabilities. Let’s discuss how we can help…

Contact The TEAM Approach today!

susan@teamapproach.com