Case studies
Getting extra sales from existing customers!
A supplier of building products in the South West, with 2 regional showrooms, knew they could sell more because their customers were buying some of their requirements elsewhere. They felt that they could get ahead of their competition if they looked after their customers better and their aim was to offer the best possible service to builders, self-builders and keen DIYers.
After a customer care and selling workshop, together with one to one follow-up coaching sessions, the team realised how much they already knew and how they might help and sell more to their existing customers.
Before the workshop the team were tending to just react to requests: now they are thinking about what else they can offer and are selling more as a result. They are enjoying the selling conversations and realising how helpful they can be to the customer as well.
The positive results from the workshop have led to the directors engaging in further coaching sessions as they plan the next 5 years of business growth.
“To have staff coming into work the day after a training session telling me how good the training was is quite unusual (they will normally say it was “alright” after much questioning) but to have feedback from the same staff a couple of weeks later suggesting ways to improve our customer service is extremely pleasing!”
“Our customer service was reasonable before Ann’s training, but now all our staff are asking customers those extra questions that enable them to give a much more complete service and this has resulted in extra sales!”
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