Global Sales Study
Is your sales force world class? How do your salespeople compare to other companies in your segment?
XMONIC
Making account management work.
Why Imparta
When founder Richard Barkey started Imparta in 1997, the goal was to provide an antidote to an industry that was – and remains – focused on delivering events rather than results.
Sales Training
Why Sales Training Doesn’t Work…And What To Do About It.
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Retail Sales Methodology
Prior to developing the O2 simulation, staff were observed in-store, and assessed by their managers. These assesments formed the basis of new competency frameworks, developed for the Store Manager and Sales Advisors.
Based on the Sales Advisor competencies, animations were developed to explain the key skills and behaviours in the 7 stages of the O2 retail sales approach:
Welcoming: That point when the sales advisor needs to welcome the customer to the store, making the customer feal at home without putting them under pressure.
Understanding: When the sales advisor needs to engage with the customer to undertand more about their needs to help serve them better and know where they are in the buying journey.
Browsing: When the customer is curious but has not yet decided to buy from O2. The point where the Sales Advisor is trying to uncover the customers needs to identify if it justifies a new phone, tariff or accessory.
Assessment of Alternatives: When the customer has decided to buy something but hasn't yet decided what. This is the point when the Sales Advisor needs to help the customer choose the best package depending on what they care about.
Worrying: When the customer is worried about some aspect of their decision. The point where the Sales Advisor needs to identify and handle any concerns that the customer may have.
Buying: When the customer has decided to complete the transaction. The point where the Sales Advisor needs to to complete the transaction quickly and accurately.
Owning: When the customer is already using an O2 phone or service and the Sales Advisor is trying to solve any problems the customer might have and trying to identify any new needs that could trigger a new journey.
The animations are used to educate the Sales Advisors on the principles of the sales approach, prior to practising the skills in the simulation modules.
The animations can be referred back to at at any point via a PDA tool in the simulations, should the user need to be reminded of the theory.
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