As one of the fastest-growing mattress companies in the UK, Simba has been featured in The Times Top 100 Start-Ups. The organisation enlisted the help of Davies Learning Experiences to provide operational advice tied to Learning & Development for future growth.
The particular focus areas were the number of unnecessary discounts being distributed to help close a sale, and the potential to increase post-sales ”chat” efficiencies.
Our first goal was to understand the concerns of our clients by completing a deep dive analysis to pinpoint the ”Learning Levers” that can be pulled to solve an issue. In this instance, the needs analysis work showed a high usage of sales phrases, but that the effectiveness of the phrases could be improved, as well as the conversational tone. By asking individual customer questions and tailoring the responses, a ‘Sales Through Service’ chat programme was designed and delivered. For sustainability purposes, this work was supported with an overhaul of the existing Quality Framework.
At Davies Learning Experiences we feel that training leaders to support and coach the new skills that have been learned by advisors is key to embedding and sustaining these new behaviours into the culture of the company. The training was focused on streamlining the responses that advisors gave to customer queries during the post-sales period. Advisors were able to utilise the training they had received when handling challenging customer topics such as product smell, firmness and the 100-night guarantee. Advisors were trained to handle these positively and professionally, using a blend of short ‘canned’ responses and personalised text to create maximum efficiency whilst still retaining customer satisfaction.
”We very much appreciate all the support you and your team have given us, it gets us so much closer to what we were trying to do!”
Director of Customer & People
The success of the programme was evident immediately, in particular with a decrease in the number of unnecessary discounts being given to assist with closing the sale. Customer satisfaction scores were maintained while advisors were able to double the number of completed resolutions. Delegates commented that they felt ‘clearer’ and ‘more confident’ in their chat, especially since they were supported with targeted coaching conversations.