Service to Sales
Our client sought a customised Service to Sales Program to enhance frontline staff self-efficacy, shift mindsets from reactive to proactive service, and increase financial service referrals through complimentary financial health checks.
We developed a multi-channel solution, including three interactive half-day leader sessions focused on proactive customer conversations and personal mastery. Using experiential techniques like forum theatre, simulations, films, and ongoing coaching, the program fostered practical skills.
To ensure lasting impact, we incorporated weekly team meetings and an internal buddy system, creating a supportive environment for reinforcing new behaviours, driving sustained improvements in service delivery and referral generation.
Outcomes
Independently Measured
Independently measured by Dr Richard Carter Macquarie Graduate School of Management (MGSM) and published in The Journal of Applied Behavioral Science (2014).
Product Value
Increase in the value of products sold in each appointment. Delivered a direct return on investment of 300%.
ROI
The ROI showed a return of $4 for every $1 spent on the program.
Performance
Program showed employee performance increase of 38%.
Appointments
Number of appointments booked increased by 34%.
Ongoing Higher Performance
Three years after the intervention, we were brought back to help embed a new customer profiling system.
Research showed consistently higher performance at these branches, which became training hubs for new inductees.
Feedback
"Using narrative, theatre and cognitive behaviourally based techniques provide a striking alternative to traditional training approaches."
"Just an amazing confidence growing experience around contacting customers."
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