Increasing revenue through consistent customer conversations
Without a consistent way to speak to customers about products and services, salespeople can miss significant revenue opportunities.
Challenge
This was the case when a global utility provider asked Optia to assist the U.S.-based sales team as they launched new products in deregulated markets. The business was focused on establishing a competitive position and needed to educate salespeople on product positioning, consistent conversations, and objection handling.
Approach
Optia and the client re-designed the sales process to include an initial evaluation of customers’ needs followed by building a high-value solution from the product offerings. Optia worked with the client to develop new competencies in the frontline and leadership teams, including consultative sales skills and facilitative coaching.
The new process included:
- A six-week education program focused on micro-skill development and re-enforced by daily coaching
- Daily metrics tracking to monitor skill mastery and support progression
- Facilitative coaching development including team huddles, skill practice, and one on one coaching
Outcome
The process established a consistent, needs-based customer conversation that was ultimately adopted across all areas of the business to improve sales and service performance. The revised process drove agent empowerment and helped support compliance with utility market regulations.
