Case Studies

Case Studies

CGP Westcom – Plymouth
Provider of telecoms to Businesses in the South West. 10 staff.

"I sent Link our fairly raw recruit who had no outbound selling skills, although he had done inbound. After just two days, Link returned him to me, competent and confident, generating quality appointments from the day he returned to our offices, which makes it an extremely cost-effective exercise, and probably ensures our recruit will stay with us for the longer term. I would highly recommend anyone looking for long-term generation of sales and customers to look at Link's training and consultancy programs." Robert Prior, MD, Westcom CGP, Plymouth.

Link worked with Westcom for over two years, generating quality appointments for their fieldsales force. Deciding to take this function in-house, their MD, Robert Prior, recruited a telesales person to work from their Plymouth offices. Link took this member of staff for two days, training him in the following:

A basic overview of effective telephone and selling techniques
Creation of a blueprint to which he could work
Definition and provision of a list of profiled prospects for contact
Demonstration and coaching in how to conduct the calls until he felt confident making the calls unsupervised
Revision and feedback sessions with the employee, identifying strengths and areas to be worked on.
Provision of Key Perfomance Indicators Westcom, allowing them to realistically target and monitor their new employee

On the employee’s first full day of “live” working at Westcom, he generated three quality appointments and continues to progress.

-------------------------------------------------------------------------

Torquay Leisure Hotels, Torquay

Hotel Group in Torbay. 100 staff.

"The training had been well researched and prepared, producing a course which was completely relevant to our own environment and needs." Julia Browne, Marketing Manager, Torquay Leisure Hotels.

As one of the top Hotel Groups within the West Country, TLH operate an inbound team of Reservation staff who deal with bookings and enquiries. TLH wanted to ensure they were not missing any sales opportunities during these enquiries and ensure their staff were delivering a first class service.

Having met with TLH to understand their requirements, plus listened to a selection of recorded calls by the bookings team to grasp their existing level of skill, Link tailored two half day workshops, taking half their team at a time, focusing on Effective Telephone Techniques and specific elements of Telephone Sales.

-------------------------------------------------------------------------

Philip Dennis, Foodservice Ltd, Ilfracombe

Suppliers of Frozen and Chilled Food to Caterers. 200 staff.

"After a brief conversation with Pauline we soon established that due to her background and wealth of knowledge she was going to be invaluable to our company & we weren’t wrong. Pauline is obviously at the top of her field & has certainly added value to our telesales operation by offering so much more than we were expecting." Alan York, Telesales Director, Philip Dennis Foodservice Ltd, Ilfracombe

Philip Dennis identified that the most effective way to generate more sales, was to develop their existing telesales staff from an Order Processor rol with little/no upselling, to proactive Telesales people, increasing sales to existing customers, and cold calling to generate appointments for reps with new and lapsed customers.

Pauline worked with their Telesales Manager, developing his own Sales Skills and mentoring him in terms of his Managerial Skills, with a view to creating a development strategy for the whole department.