Maintaining consistent sales numbers is something that In many organisations struggle with.
This was the case with Agria Pet Insurance, who’s delegates were challenged in turning sales quotes into realised policies. Agria was finding that their Sales delegates were giving up too soon on quotes and looking for “easy” sales that could be closed quickly.
Our approach started with an in-depth training needs analysis to establish the opportunities to have improved sales conversations, whilst remaining compliant. This involved understanding the methods of top sellers, exploring sales barriers with focus groups of advisors and understanding how leadership coached sales skills.
The report produced by Davies Learning Experiences indicated that advisors were making assumptions too early in the quotation process regarding Agria’s price competitiveness, which led to abandoning a potential sale.
However, these were not ‘like-for-like’ and also demonstrated that the advisors often placed their own frame of reference in relation to price onto customers. As a result we created a ‘stick buy it’ theme which brought in the fun pet theme and the concept of sticking with the quote to help customers
At Davies Learning Experiences we understand that formal learning interactions must impact business metrics but also be aligned to the organisation’s culture. In this instance (utilising an engaging pet theme), we built workshops that were extremely practical and interactive that focused on communication and advanced sales skills.
Scenarios were incorporated in the build that utilisedand problem solved some of the cases that were identified during the needs analysis. These targeted sessions provided practical content for all advisors whether they were bottom performers or top sellers.
This highly customised programme was extremely well received by all the Agria delegates. The content blended interactive and motivational content with a practical application that could be used back on the job immediately. The compact, but highly impactful learning ensured minimal disruption to business, but saw the sales conversion rate increased from 38% to 56%. The Agria delegates left the training with skills and sales methods that can be sustained long after the formal learning interaction.
At Davies Learning Experiences we were proud that the programme we created had such an impact to measurable business results, but more importantly played a part in identifying and assisting those vulnerable customers.
Our highly practical programme which blended experiential activities and opportunities for reflective discussion, was able to evaluate live conversations. Each practical activity was followed by a structured feedback session that enabled the participants to recognise the difference using these techniques would make to their ability to handle vulnerable customers.
By the end of the programme, participants were much more aware of vulnerability and able to identify that during a conversation. As a result, the number of vulnerable customers being invited to sign up to the PSR, increased with 66% of those agreeing to register.