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CUSTOMER ENGAGEMENT

CUSTOMER ENGAGEMENT

71% of UK adults think businesses put profit before consumers.*

TRAINING

CASE STUDY 2: WATCO

THE BRIEF

In 2014 Watco wanted to launch outbound telemarketing to generate additional sales from existing customers and appointed ReynoldsBusbyLee (RBL) to develop and deliver a training programme for their sales advisors.

OUR SOLUTION

RBL immersed itself within the inbound contact centre listening to calls and working with the Sales Team Manager and Marketing teams to identify the campaign opportunities. Once the campaigns were identified RBL then developed a bespoke training workshop to introduce the Sales Advisors to outbound selling covering sales approaches, how to identify buying signals, overcome objections and select the correct 'close' approach.

RBL delivered the training to the Sales Team Manager and selected Sales Advisors before working to support and coach the team as the campaigns were launched and rolled out.

RBL developed a reporting suite to allow the Sales Team Manager visibility of each campaign results and also training the manager how to identify and stop failing campaigns and scale-up successful campaigns.

THE OUTCOME

The Sales team now implements tactical outbound campaigns to boost sales revenues. The activity is self-managed by the Watco Sales Team Manager.




* Source: SCI Sales Group 2014