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Maximizing Sales Performance
         and Skills
  Programmes and Outcomes
Maximizing Sales Performance and Skills

• Andrew Sidwell- chief programme
  developer/facilitator for Egyii’s Maximizing
...
Maximizing Sales Performance and Skills

Frontline Sales and Acquisition Programmes
• NTUC Income
  – Sales through servic...
Maximizing Sales Performance and Skills

Frontline Sales and Acquisition Programmes
• Standard Chartered Bank
   – Design,...
Maximizing Sales Performance and Skills

Frontline Customer Experience Programmes
• OCBC Bank
  – Transformational BEE ON ...
Maximizing Sales Performance and Skills

Frontline Customer Experience Programmes
• Virgin Mobile (Singapore)
   – New hir...
Maximizing Sales Performance and Skills

Frontline Customer Experience Programmes
• Standard Chartered Bank
   – Part of t...
Maximizing Sales Performance and Skills

Leadership/Coaching Programmes
• NTUC Income (Sales Leaders)
   – Coaching for Sa...
Maximizing Sales Performance and Skills

Leadership/Coaching Programmes
• SingTel
      – Coaching and Leadership developm...
Trip Allen: trip.allen@egyii.com
          +65 91891967
         www.egyii.com
     www.twitter.com/egyii
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Maximizing Sales Performance: Andrew Sidwell Team Egyii

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Maximizing Sales Performance and Skills: an overview of the programmes and outcomes
of past programmes delivered by Team Egyii member, Andrew Sidwell. He focuses on solutions for front line service/ sales teams and management.
Frontline Sales and Acquisition
Frontline Customer Experience
Leadership and Coaching Development 

Published in: Business, Education
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Maximizing Sales Performance: Andrew Sidwell Team Egyii

  1. 1. Maximizing Sales Performance and Skills Programmes and Outcomes
  2. 2. Maximizing Sales Performance and Skills • Andrew Sidwell- chief programme developer/facilitator for Egyii’s Maximizing Sales Performance and Skills programmes • Focus on solutions for front line service/ sales teams and management – Frontline Sales and Acquisition – Frontline Customer Experience – Leadership and Coaching Development
  3. 3. Maximizing Sales Performance and Skills Frontline Sales and Acquisition Programmes • NTUC Income – Sales through service performance improvement program branded “iCARE” – Ongoing management coaching and performance management development within the workplace. – Enhanced branch service teams (leaders and front line staff) mindset and capability to cross sell and up sell value for customers whilst still handling transactions in a timely and efficient manner. – Delivered outstanding performance improvement with the business hitting a monthly lead generation target within three weeks post training instead of the expected four months.
  4. 4. Maximizing Sales Performance and Skills Frontline Sales and Acquisition Programmes • Standard Chartered Bank – Design, development and implementation of a global business transformation initiative around customer centric sales branded ‘Connect with Customers’. – Solution played a significant part in facilitating behavioural change away from product centric selling – Enhanced the capability of Branch Managers and Relationship Managers to strengthen and deepen relationships with their Priority Banking customers.
  5. 5. Maximizing Sales Performance and Skills Frontline Customer Experience Programmes • OCBC Bank – Transformational BEE ON AIR (Building Emotional Engagement) bank wide training and certification program for front-line and support staff across Singapore, Malaysia and China – Cultivated the right service mindset and skills to deliver a deliberate and differentiated OCBC customer experience across all touch points
  6. 6. Maximizing Sales Performance and Skills Frontline Customer Experience Programmes • Virgin Mobile (Singapore) – New hire on board engagement program delivered a specific ‘Virgin Service Culture’ based upon Sir Richard Branson’s guiding principles. – Resulted in a staff attrition rates of less than 4% against an industry average of 36%. • OCBC Bank – Transformational BEE ON AIR (Building Emotional Engagement) bank wide training and certification program for front-line and support staff across Singapore, Malaysia and China – Cultivated the right service mindset and skills to deliver a deliberate and differentiated OCBC customer experience across all touch points
  7. 7. Maximizing Sales Performance and Skills Frontline Customer Experience Programmes • Standard Chartered Bank – Part of the bank ‘s ongoing drive for service excellence since 2001 – Designed, developed and implemented the following international bank wide strategic service transformation and behavioural change programs: • Global contact centre training curriculum for all management and frontline Direct Banking teams • Customer experience program called OUT SERVE with Passion for Direct and Consumer Banking service channels • ALOHA program model to drive a service and sales cultural change message across all customer touch points
  8. 8. Maximizing Sales Performance and Skills Leadership/Coaching Programmes • NTUC Income (Sales Leaders) – Coaching for Sales Performance program with ongoing coaching skill embedding sessions to enhance the operational performance climate during the economic downturn – Insurance Sales Leader key coaching behaviours improved from an average of 76% to 83% – Sales productivity improved by an average of 41% cross four sales teams – Engagement produced an 838% ROI through improved sales performance within four months project start date
  9. 9. Maximizing Sales Performance and Skills Leadership/Coaching Programmes • SingTel – Coaching and Leadership development programs for over 100 Team Leaders and Operational Managers and Service Directors – The development and implementation of an organisation wide performance appraisal toolkit- resulted in improved staff engagement levels; highest across all of the organisation key business scorecard metrics for that year • OCBC Bank – Enhanced the ability of senior business leaders and managers to effectively appraise both engaged and underperforming staff by adopting a supportive to ensure individuals get to experience “career best” moments
  10. 10. Trip Allen: trip.allen@egyii.com +65 91891967 www.egyii.com www.twitter.com/egyii

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