Case studies

How to make not just take orders

Our client, a coal supplier approached A.B.A to help turn their reactive staff who take orders on a daily basis into more proactive “order makers”.

The first barrier was minimising the negativity the staff had about using “techniques” on their existing customer that involved up selling and cross selling. The core resistance was that the staff worried how their customers “who we have a great relationship with” would react to them mentioning additional or complementary products.

A.B.A decided that the best approach was to deliver a 2 day programme followed by one to one telephone coaching. The coaching session would involve the trainer listening in to real live calls and then giving real time feedback on what could be improved.

The pilot programme resulted in an increase of 30% on additional sales. The company has since employed a second team to concentrate on some other areas using the techniques learned in the work shop.

 

How to take the fear out of Cold Calling

A national charity enlisted our services to help develop the cold calling skills of their personal advisers who place long term unemployed, disabled and individuals with a barrier to getting back into work.

As an organisation where cold calling was unheard of the charity recognised that in order to fill vacancies quicker and help their clients further they would need to source vacancies.

A.B.A initially carried out a one day workshop, followed up 4 weeks later with a feedback day to establish how the techniques had been applied. A.B.A then coached key members of the team who later trained their own client base to make more effective calls. This resulted in more confidence and motivation to pick the phone up to source vacancies with employers.

A.B.A initially carried out a one day workshop, followed up 4 weeks later with a feedback day to establish how the techniques had been applied. A.B.A then coached key members of the team who later trained their own client base to make more effective calls. This resulted in more confidence and motivation to pick the phone up to source vacancies with employers.