Today’s sales personnel have to deal with well-informed customers. Every customer expects a service level that matches his/her individual needs. Yet personnel are often unaware of the huge benefits of good advice, service and referrals. Getting service and sales excellence in the hearts and minds of personnell is hard. Traditional classroom training methods are expensive and limited in effect. More importantly classroom don’t fit into the learning style and crowded agenda of the current generation of sales personnel. “Changing the dialogue” is a new mobile training method for consultative sales and service excellence. It’s all about putting theory into practice with ‘learning by doing’.
Participants experiment with sales and service strategies and its effects on customers. In a playful way, the participants will gain knowledge, develop skills and reflect on their personal attitude in interaction with customers. Participants can compare scores with peers and discuss the strategy and product knowledge used in each level. The game makes employees aware of best practices in sales and service leading to higher customer satisfaction, better referrals and increased revenues for your company.
About the game format
Participants are challenged in 5 to 10 minute levels to engage themselves in conversations with virtual customers. They can probe them by using conversation techniques, influence the customer’s mood, apply their product knowledge and determine the best strategy to secure a happy customer, well-advised sale, up-sale or cross sale.
The game can be played on any Smartphone platform with or without an Internet connection. Players decide when to start the training at any time and any place. They can play in short time spans, so the learning process fits optimally in their personal schedule resulting in less (or no) time away from the job.
Benefits of the game format:
• More effective and efficient training that fits the learning style of today’s personnel
• Decreased time from the job by using spare moments for training
• Fun experience promoting a positive attitude
• Employer branding
Some of the features of the game format are:
• Can be played independent of time or place (mobile and/or web based)
• Easy to implement in your organization and/or a traditional training curriculum
• Integration of real life case studies, product knowledge and customer profiles from your company
• Product knowledge is trained with a smart quiz mechanism
• Competence score model based on industry standards
• HR-module for tracking progress
The Changing the dialogue platform is fully customizable tot client and case profiles and can be designed to fit seamlessly with your company. Custom add-ons like minigames can be added to enrich the player experience and educational goals.
Home-Fix
In collaboration with NBDA Asia the training is successfully in use by Home-Fix, a Singapore based do it yourself chain (DIY) where people can buy tools, materials and get advice or information for home improvement purposes. Changing the dialogue has been used to transform its sales force from a ‘Smile Greet Thank you’ level to a pro-active service and sales strategy.
Applications
Changing the dialogue can be used for e.g.:
• Sales training
• Service excellence training
• Conversation training
If you are interested in the possibilities of the platform and/or a demonstration of the game format please contact:
GAF van Baalen :gaf@ranj.nl or
Bart van de Garde:bart@ranj.nl
