Industry: Retail Franchise Cell Phones and accessories

These clients had several stores and were generating both foot traffic and phone inquiries into the store from their web site

The Challenge

Associates who answered the phone were either too busy to talk and gave a wrong impression or spent too much time talking to prospects and telling them everything they had to know.

The Solution/Milestone

Following an assessment and mystery shopper program, we put a series of workshops in place to teach phone communication/listening skills and at the same time develop a ‘script’ that would give the associates confidence to control an incoming call and have the caller commit to coming into the store.

Results/Outcome

Incoming coming call handling was cut in half so associates had more time to spend with customer in the store. Traffic into the store increased by 38% and the associates confidence to handle all customers increased so did sales.

Follow up/Sustainability

We put a phone mystery shopper program in place and provided ongoing coaching to maintain confidence and results.