BUSINESS ISSUE

Global freight & transportation firm, an industry leader who deliver exceptional customer service experiences day-in and day-out. Their aim was to support employee's development consultative mindset who effectively take a problem-solving approach to addressing internal client’s business issue

SOLUTION SUMMARY

After having a detailed analysis to understand the learning need of the client, we tailored a learning intervention that helped the group to develop skills to create business opportunities while enhancing the relationship with clients. The program roll out was for two level of managers over the course of 3 months and we continue to upskill managers over the next 2 years. Reinforcement practice through extended learning system, peer discussions, and application activities using role plays activity were a major part of the learning intervention. An Impact Evaluation survey was completed after every 3 months to measure the impact and align/course correct for future developments.

OUTCOMES

The group of participants reported sales opportunities attributed:-

BEHAVIORS THAT SHOWED THE GREATEST LEVEL OF CHANGE:-

Being well prepared prior to each meeting with the client− Adopting a Problem-Solving Attitude to balance selling and addressing the client’s business needs Enhancing the relationship with the client for future opportunities after an agreement has been reached Knowing how to present products/solutions in a way that addresses the client’s Task and Personal motives

LEARN MORE

Services LearningJourneys, Impact Evaluation

Content The Consultative Process^TM, Consultative Selling, Develop & Refine Consultative Selling Skills