- Category: Consultative Sales Process & Methodologies, Sales Enablement & Alignment Strategies
Sales Culture Transformation
Build an organization-wide consultative sales methodology to support a new marketing direction
Consumer Internet and Telecom Service Provider
The client is a multi-state provider of internet, television, and mobile services. Their marketing strategy had shifted to focus more on home and mobile data products.
However, their sales model was still built around a legacy bundled offering. The team was no longer consistently following the process because it felt outdated, but they did not have a new approach to support the updated strategy.
Challenges
- Weak inbound sales conversion for core product
- Poor attach rates for new complementary services
- Low customer satisfaction scores (NPS)
Solution: Sales Process Design
- Customized consultative sales process
- Internal branding and messaging framework
- Sales leadership development and coaching model
- Revamped quality scorecard
- Activation for all learning and coaching activities
Results
We tracked results over a 4-month period following the rollout of the full program. The baseline period was the prior 6 months of performance for the call center channel.
7%
increase in net sales conversion
$4.4MM
incremental annual revenue during tracking period
15%
improvement in NPS scores
