sample needs assessment
DESCRIPTION
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.TRANSCRIPT
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.
Executive Summary
Our top 3 Recommendations:
1. Management: connect and relate to engage
2. Offer Training: OJT, Classroom & E-learning
3. Make it believable
This is a quick visual overview of our findings, not a full report.
Purpose, Goals & Objectives
How can we meet more customers’ needs by having our CSR’s become more consultative?
The Process1. Gather initial information by
interviewing HR Manager
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
We custom fit this process to best fit the particular need.
Needs and Findings
Technical Terminology & Knowledge
Core Beliefs
Sale Skills Implementation & Lack of Time to Train
Diverging Points of View of Call Time Expectations
Pop-Up Application Efficiency
Enjoy this quick tour of our findings.
We’ll check back with you at the end…
Technical Terminology and Knowledge
16 out of 19 mangers rated reps low on these skills.
Core Beliefs We asked mangers their perception of CSRs’ beliefs…only two responded positively.
“Despite the attempts to make them believe it, I think most reps feel selling benefits the company more than the customer.”
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-sells and up-sells don’t make sense…..”
“ ….if they were a different color than the screen I am currently on…..”
Options Connect & Relate
Training
Make it believable
Culture
Technology
Rewards
Selling Skills
Alignment
Make it fun
Input from reps and managers suggested no shortage of ideas
that would help!
1. Connect & Relate to Engage
Listening builds goodwill
Listening enables you to be proactive and responsive
Relationships = Engagement
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 a service.
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
Online, self-paced learning helps reps understand technical products.
Classroom learning is great for practicing consultative selling skills.
OJT is a great way to reinforce and providespot coaching, but it may not be best for initial learning.
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?
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
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
#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
#2 TrainingPlain & simple: to be consultative
requires1. Product knowledge2. Consultative skillsWe 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.
#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
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!