Challenge
Upskill and enhance existing customer facing technical support field-team to create high trust sales advisory professionals more suited to customer expectations in the digital age.
Prior Status
Pedestrian team, reactive not proactive, lightweight networking activity. Prospecting skills limited, objection-handling below par, sales forecasting insufficient quality/unreliable volume and vague closing to meet company planned income. No evidence of in-house coaching by managers to teams/individuals to success. Nor encouragement of self-learning/development (Common find!)
AD Intervention
Delivered a series of relevant workshops, 1-2-1’s and coaching modules geared to enhancing the current customer facing technical support field team. Objective: To introduce self-awareness, upskill, develop and convert the present team from current state to effective external high trust sales advisors. To provide excellent customer experiences and company feedback/intelligence fit for the fast-moving competitive digital age.
New Outcome
Motivated self-driven team, productivity increased, improved liaison with internal customer support. customer feedback positive and uplifting. Progressive skills, self-development, ‘coaching in the moment’ and objection handling programme initiated by team. Regular reviews requested by team via Zoom/face to face. Individual ownership established via accountability goals and objectives with incentives.
