Structuring sales calls has allowed the business to apply proven and efficient sales techniques to every call. The main topics within best practice are promoting company benefits and overcoming price objections. Agents are encouraged to use this resource as often as possible.

Document and organise the wide knowledge base that makes up the best practice training to create a reference map for new trainees and struggling agents. Use a lo-fi method to quickly gain a response from managers and involved agents. Monitor best practice scores and record any changes.

  1. BulletRapid prototyping of a lo-fi check list to gauge initial response

  2. BulletProbing agents to find out what difficulties they faced in speaking to the customer in a prescribed manner

“It seems like a simple idea to have a checklist for agents to use but its never been suggested before...”

Paul O’Donnell

Team Leader

NFU Mutual Direct

© Garry Burns 2012 ・ garry@pushyourdesign.com