Agent Training Coupled with Consultative Sales Approach for MSO Client Increased Annual Total Sales by 220%
Agent Training Coupled with Consultative Sales Approach for MSO Client Increased Annual Total Sales by 220%
Industry
For a mature business sector like the Cable/MSO industry, selling more to each customer is vital to sustained profitability. Hitting targets for sales revenue and upsells requires a deeper understanding of every buyer and the ability to tailor individual offers.
The Challenge
This client, a Fortune 100 Cable/MSO company supported by ResultsCX for more than 15 years, sought to increase revenue per customer. Achieving this goal required meeting three imperatives:
- Sales needed to be more personalized and consultative
- Product offerings had to align better with customer needs
- Upsells had to increase
The Solution
Operations leaders developed a specialized sales group focused on a highly personalized customer approach, incorporating:
- A new agent hiring profile matching top performers
- White glove service training for consultative sales
- Client incentives reinforced rewards for agent conversion success
- A call guide and dispositioning system integrated with client telephony to reinforce best practices
- Outbound callbacks to influence wavering customers
The Results
The initiative resulted in sales success and improved performance in revenue KPIs across the board:
- 37% increase in average equipment revenue per sale
- 72% of sales involved the highest-value product package
- 267% increase in average units per sale
- 220% increase in annual total equipment sales
