Prospect Handling Assessment

 

THE Situation

A major venue was starting a new phase in the sales of long-term allocated seats and boxes. To ensure the sub-contracted sales team was executing their sales process effectively, the client wanted to assess the team's performance - in order to gauge what extra training and support would be required.

The approach

We designed a four-stage programme that secured cross-organisation stakeholder buy-in from the start. We also ensured that the programme reflected the specific requirements of different target consumers, creating a series of customer scenarios on which to base each assessment. Finally we chose assessors that were credible in their own right, based on their personal background, image and interests. The programme featured:

  1. Stakeholder workshops across various business units, interviewing leaders and team members
  2. F2F assessor training for each scenario, including input from clients and competitor test shops to practice scenarios
  3. Multi-stage assessments (online, email, phone, visit and follow-up) with sales team members, across multiple scenarios
  4. Individual sales team member reports and periodic action planning workshops to summarise feedback and develop next steps

the outcome

Our bespoke programme allowed us to provide each team member with detailed, valuable insight, measured through real-life scenarios. As testament to the credibility of our well-rehearsed assessors, none were discovered during the fieldwork.

The sales team really bought into the findings and used them to help further train staff and improve their results.

After a pilot phase, 7th Sense was commissioned to run a full rollout of assessments across the whole sales team. These results helped the client to improve staff performance by implementing new behaviour standards.