Learning Experiences

Bupa Increasing Sales Competence

Retention rates improved by up to 10% in the month following the full roll out.

Maintained an overall compliance rate of 90+% whilst introducing new conversational tools.

7% increase in conversion in new business sales in the month after rolling out the training.

Overview

Our client is one of the most globally recognisable private medical insurance companies. We have worked with them across multiple projects to help transform their performance, compliance and leadership.

The client came to us with a requirement to develop their three sales team across two UK locations. They wanted our help to build on their existing training and create a more practical, blended, and advanced sales approach which improved performance whilst maintaining high levels of compliance.

The Approach

To start with, we conducted a full Learning Needs Analysis to establish what areas of coaching to focus on. As an outcome of this analysis, we identified that there were three key areas to focus on, confidence, compliance and customer experience. We created four concurrent classroom modules which were delivered with high energy and impact.

We delivered this programme for 180 healthcare consultants across two sites. These cohorts consisted of different team specialities and we had adapted modules that supported co-workers to improve sales in retentions, new customer and business-to-business contexts.

The training approach, developed in partnership with compliance, sales leaders and training, focused on following the customer journey, exploring impactful questions and presenting complex information is a compelling and persuading way whilst maintaining the high standards required to remain compliant to FCA guidelines.

We engaged the clients teams by enhancing their own coach role, training team leaders first and provided resources to support ongoing coaching and development.

The two day programme and its four modules were then adapted and further rolled out by the clients learning team, supported by Davies specialists.

The Results

Overall, we received near 100% satisfaction from immediate feedback, with participants feeling refreshed and engaged across all tenures of service.

The post-training action plan and team leader engagement were called out as being a supporting factor in the success of the project.

Overall, across all three business areas, positive sales results were immediately felt in conversions, average transaction value and customer experience whilst maintaining the high standards of compliance as measured by internal QA.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

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