Virgin Mobile

Our brief

The majority of Sales Team members had little or no sales experience. The Sales Team needed specific sales training in order to handle sales calls effectively.

Our approach

The objectives of the training were that, after a two-day workshop and on site coaching, the attendees would be able to:

  • Develop a conversational approach to sales calls
  • Control the sales call – help the customer buy what they need
  • Match benefits to customer needs
  • Overcome the most common objections
  • Close the sale confidently
  • Hit the target conversion rate of 25%

Key outputs

An ongoing programme of coaching by the Team Leaders has been established in order to keep CSA's focused.
Attendees were asked to rate their knowledge and skill levels, on a scale of 1-10, before and after training. The average level was 4 before training 8 after training.
Pre course conversion rate was 11.8%.
Post course conversion rate three weeks later, was 25.3%.
An increase of 114% in conversion rates.

Detail

Leaps and Bounds spent a day with the Sales Team in order to establish the current skills level. We carried out remote monitoring, recording calls for reference purposes. We also spent time with the Team Leaders and Training Team to discuss previous training delivered and the requirements of the business.

Leaps and Bounds produced a two-day workshop designed to provide a practical opportunity for individuals to develop sales skills. A 'Learning Kit' was supplied to all attendees for completion prior to attending the workshop. The kit explained the different styles of learning and included a questionnaire for completion in order to ascertain the individuals preferred style.

The workshops were based on a jungle theme. This was chosen as it is perceived that the industry is a highly competitive and sometimes confusing jungle. The various characters were referred to throughout the training to highlight or introduce the key learning points. The characters were then used back at work during coaching sessions to reinforce the right learning.