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Increasing Consultative
Selling Skills
Sample Needs Assessment: Retail Call Center

Thanks for looking at this
sample need...
Executive Summary
Our top 3 Recommendations:

This is a quick
visual overview
of our findings,
not a full report.

1. Mana...
Purpose, Goals & Objectives
How can we meet
more customers’
needs by having our
CSR’s become
more consultative?
The Process
1. Gather initial information by
interviewing HR Manager

We custom fit this
process to best fit
the particula...
Needs and Findings
Technical Terminology & Knowledge
Core Beliefs
Enjoy this quick tour
of our findings.
We’ll check back ...
Technical Terminology
and Knowledge
16 out of 19 mangers
rated reps low on
these skills.
Core Beliefs

“Despite the
attempts to make
them believe it, I
think most reps feel
selling benefits the
company more than...
High Profile Initiatives compete with the
Time needed to Train
Diverging Points of View
of Call Time Expectations
I wonder if I’ll
be in trouble
for spending
too much time
on calls?
Pop-Up Application Efficiency

“….some descriptions are too vague….”
“…..it slows us down.”

“ …..sometimes our cross-sell...
Options

Connect & Relate
Training

Make it believable
Culture
Technology
Rewards
Input from reps and
managers suggested
n...
1. Connect & Relate to Engage
Listening builds goodwill

Listening enables you to be
proactive and responsive
Relationship...
2. Deliver training that gets results
3. Make it believable
The customer has provided
great feedback on the extra
effort to suggest solutions!
Selling really is...
4. Align the culture

I wonder what
they really want?
5. Explore your Rewards
6. Assess the technology
Are the pop-ups:
Clear enough to read?
Loading quickly enough?

Helpful to the customer?
7. Train Consultative Selling Skills

OJT is a great way to
reinforce and provide
spot coaching, but it
may not be best fo...
8. Align objectives & internal controls
• The objective - answer as many calls as possible
• The objective - take the time...
9. Reward Goal Achievement & Fun!

“…when leaders lighten up and create a fun workplace, there is a
significant increase i...
Top Recommendations
Where will you get the greatest result for
the least effort and investment?
1. Connect & Relate to Eng...
#1 Connect & Relate to Engage
Gain first hand knowledge

Offer the right tools
Be certain of what’s needed
Be aware of tre...
#2 Training
Plain & simple: to be consultative requires
1. Product knowledge
2. Consultative skills
We used to have traini...
#3 Make it believable
What we can or cannot do…
is rarely a function of our true
capability. It is more likely a
function ...
Thanks for viewing.
We’re offering a complimentary
custom needs assessment
to introduce our capabilities.
Let’s discuss ho...
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Sample Needs Assessment

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This is a sample of our needs assessment capabilities. The client was a retail call center who wanted their Customer Service Reps to be more consultative.

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Sample Needs Assessment

  1. 1. Increasing Consultative Selling Skills Sample Needs Assessment: Retail Call Center Thanks for looking at this sample needs assessment. This call center needed staff to be more consultative. Their attempts to encourage this had been unsuccessful.
  2. 2. Executive Summary Our top 3 Recommendations: This is a quick visual overview of our findings, not a full report. 1. Management: connect and relate to engage 2. Offer Training: OJT, Classroom & E-learning 3. Make it believable
  3. 3. Purpose, Goals & Objectives How can we meet more customers’ needs by having our CSR’s become more consultative?
  4. 4. The Process 1. Gather initial information by interviewing HR Manager We custom fit this process to best fit the particular need. 2. Create Needs Assessment Plan choosing collection methodology 3. Refine plan with client input 4. Launch dual response surveys 5. Analyze findings 6. Share results and recommendations
  5. 5. Needs and Findings Technical Terminology & Knowledge Core Beliefs Enjoy this quick tour of our findings. We’ll check back with you at the end… Sale Skills Implementation & Lack of Time to Train Diverging Points of View of Call Time Expectations Pop-Up Application Efficiency
  6. 6. Technical Terminology and Knowledge 16 out of 19 mangers rated reps low on these skills.
  7. 7. Core Beliefs “Despite the attempts to make them believe it, I think most reps feel selling benefits the company more than the customer.” We asked mangers their perception of CSRs’ beliefs…only two responded positively.
  8. 8. High Profile Initiatives compete with the Time needed to Train
  9. 9. Diverging Points of View of Call Time Expectations I wonder if I’ll be in trouble for spending too much time on calls?
  10. 10. Pop-Up Application Efficiency “….some descriptions are too vague….” “…..it slows us down.” “ …..sometimes our cross-sells and up-sells don’t make sense…..” “ ….if they were a different color than the screen I am currently on…..”
  11. 11. Options Connect & Relate Training Make it believable Culture Technology Rewards Input from reps and managers suggested no shortage of ideas that would help! Selling Skills Alignment Make it fun
  12. 12. 1. Connect & Relate to Engage Listening builds goodwill Listening enables you to be proactive and responsive Relationships = Engagement
  13. 13. 2. Deliver training that gets results
  14. 14. 3. Make it believable The customer has provided great feedback on the extra effort to suggest solutions! Selling really is a service.
  15. 15. 4. Align the culture I wonder what they really want?
  16. 16. 5. Explore your Rewards
  17. 17. 6. Assess the technology Are the pop-ups: Clear enough to read? Loading quickly enough? Helpful to the customer?
  18. 18. 7. Train Consultative Selling Skills OJT is a great way to reinforce and provide spot coaching, but it may not be best for initial learning. Online, self-paced learning helps reps understand technical products. Classroom learning is great for practicing consultative selling skills.
  19. 19. 8. Align objectives & internal controls • The objective - answer as many calls as possible • The objective - take the time to explore needs What objectives are being communicated?
  20. 20. 9. Reward Goal Achievement & Fun! “…when leaders lighten up and create a fun workplace, there is a significant increase in the level of employee trust, creativity and communication -- leading to lower turnover, higher morale, and a stronger bottom line.” Monster.com
  21. 21. Top Recommendations Where will you get the greatest result for the least effort and investment? 1. Connect & Relate to Engage 2. Train 3. Develop the Beliefs
  22. 22. #1 Connect & Relate to Engage Gain first hand knowledge Offer the right tools Be certain of what’s needed Be aware of trends early Increase loyalty Build higher engagement
  23. 23. #2 Training Plain & simple: to be consultative requires 1. Product knowledge 2. Consultative skills We used to have training modules for new products or product lines that described benefits of new printers, routers, and other things. I liked these because when I finished I knew how to sell them. Now, we don't always know exactly why one item is better than another. Yes, we can “call technology” for business customers, but that takes time. It would be helpful to have more knowledge about the products we carry.
  24. 24. #3 Make it believable What we can or cannot do… is rarely a function of our true capability. It is more likely a function of our beliefs about who we are. Tony Robbins
  25. 25. Thanks for viewing. We’re offering a complimentary custom needs assessment to introduce our capabilities. Let’s discuss how we can help… Contact The TEAM Approach today! susan@teamapproach.com

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