Problem
A major wireless telecommunications company needed to increase sales and improve customer service at their 2,000 retail stores across the United States. They had already worked for more than three years with two external consulting groups and their own internal resources before turning to The Elkind Group.
Solution
Vision and strategy. We worked with all stakeholders to clarify the vision and align on the key sales and service skills for front-line Retail Store Associates and the key coaching skills for Retail Store Managers.
Customized training and coaching. We scripted and directed the production of extensive video documentation of all key sales, service, and coaching skills. We designed and developed customized sales and service training for Associates and customized coaching training for Managers. Then we trained and certified company trainers to deliver both programs.
Performance assessment. We developed detailed assessment instruments including a Knowledge Check, Behavior Simulation, and Skill Demonstrations.
Results
In less than six months – and for a small fraction of previous expenses – our client was able to implement a complete performance solution for their retail stores. Their ongoing assessment finds that the consistent application of the new sales and service skills is directly linked to significant improvements in store-level performance.
We use Andy and The Elkind Group for those tough projects when you need strategy and analysis.
When it comes to the practical training he can do anything, he can make anything happen. But Andy is more than just a partner or consultant. He is also a mentor and a coach. And he helps you grow professionally.
Christie Sandoval
Senior Manager, T-Mobile
