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SALES TRAINING & CUSTOMER SERVICE CASE STUDIES 1

SALES TRAINING & CUSTOMER SERVICE

CASE STUDIES

www.vardakreuztraining.com

SALES TRAINING & CUSTOMER SERVICE CASE STUDIES2

“Really enjoyed the course, it was engaging and enthusiastic and will definitely help me to improve my performance.”

“Excellent delivery and entertainment within the content of the train-ing. Huge amount of examples and ideas shared amongst the various groups/ departments.”

“Content excellent throughout. Course leaders really engaging”

“Thoroughly enjoyed attending the course and have learnt new skills as well as refreshing existing skills. The course trainers were motivating and fun. Looking forward to more training”

“Made the whole sales process feel seamless, the steps to take are clear and easily transported to the work environment. Some very interesting techniques to increase sales and build relationships. Trainer had very interesting points to make always moving at the right pace with good examples and right amount of interaction and role playing.”

“Really helpful, very interesting, gave me great ideas to use in my role - the trainers had everybody engaged.”

THE CLIENTThe NEC Group is probably best known for its namesake The National Exhibition Centre in Birmingham, but also incorporates The International Convention Centre, The Genting Arena, The Barclay-card Arena and The National Indoor Arena.

The company also operates Amadeus Catering, The Ticket Factory, Eight Feet Tall, Amplify and MemoryHaus.

THE NEED “We were looking for a training partner to create and deliver a long term sales training academy with a modular approach, which would be delivered face to face in short sharp sessions. The curricu-lum would require a tiered approach aimed at 3 levels (Introduc-tory, Intermediate and Advanced) - with sessions attended by salespeople from across the entire group

To support this initiative, we also requested that our LMS would host a sales portal which would deliver additional development oppor-tunities through research papers, e-learning etc.”

THE SOLUTIONWe created a bespoke sales academy programme, built using the Selling with EASE framework as a foundation, together with elements from our Customer Service with EASE; Up Selling & Cross Selling; Advanced Objection Handling; Advanced Questioning Techniques; Selling Value Over Price; Negotiation Skills and Key Account Management workshops.

RESULTS“Our Sales Directors were really involved and have subsequently championed the programme across the business. Participants of the programme have been really positive about their experience and we are just about to move into phase two.” - Alison Horner - Head of Learning & Development

WOULD YOU RECOMMEND VARDA KREUZ?“The Varda Kreuz team are committed, flexible, enthusiastic, ener-getic, good fun - and we love working with them”

testimonials

Case Study 1

NEC Group


Case Study 2

Jascots Wine Merchants

“Really great sales course – informative, concise, personable and interac-tive. Really enjoyed it.”

“Thank you for giving me the knowledge to be confident.”

“Exceeded expectations. Thoroughly enjoyed the two days and found lots of invaluable approaches and ways of thinking about selling. Looking forward to the refresher course.” “I recently attended a 2 day, level 2, sales training course hosted by Chris. I can’t stress how helpful and informative it was. Chris was excellent in delivering fantastic selling tips and training whilst keeping it fun and interesting throughout. The knowledge Chris shared with us is priceless Highly recommended for ALL salespeople!”

“For me Chris is motivational, inspirational and effective. Through thought provoking tasks and dialogues he leads you to transformational actions. I would always recommend him.”

“Outstanding!”

“Chris’ sales course was inspiring, fun and totally relevant. I gained masses from the material, Chris’ teaching, and the team work challenges – and left the course feeling empowered and confident.”

“I have attended two of Chris’s fabulous Sales Courses and have walked away both times feeling far more confident. His manner of teaching is spot on with expert advice. I would recommend him and his team to any-one in sales who has a desire to succeed!!! Bring on the next course…..”

“I would wholeheartedly recommend Chris to facilitate additional success in other sales-led businesses - it’s always a pleasure to work with the pragmatic, charming, unwaveringly honest, considerate and commercial-ly-minded Chris Murray. There’s always another way of approaching a problem, doing business and being part of an effective team that he can facilitate with his teaching methods.”

“Excellent! Chris exceeded all expectations – which were high to begin with and served not only to imbue the team with great knowledge and confidence but also to draw a great deal of creativity and passion from us all in the process. Engaging, supportive, fun and not a little inspiring.

I have no hesitation in recommending Chris to any company looking to maximise the effectiveness of its people, he has made a remarkable impact to the Jascots team in a very short period of time and will, I very much hope, remain a great ally and resource long into the future”.

THE CLIENTJascots is an independent wine merchant who supply a number of sectors including private clients, catering companies, corporate institutions and the on trade.

Their success to date has been achieved through building a truly client centric company. THE NEED “We were looking for a partner that could take a real interest in us and our people, understand our company values, the way we do business and how we could develop our sales force’s expertise in the fundamentals of selling.

Beyond that it was important that this partner could help us to learn how to communicate our value proposition and make it compelling to our target market.”

THE SOLUTIONWe created a bespoke programme of courses which took its foundation from the Selling with EASE system and incorporated a number of modules from our REAL Account Management, Selling Value over Price and Advanced Sales Skills workshops.

RESULTS“The most immediate effect was a renewed energy in the team which quickly translated to more appointments - up 5% year on year - bet-ter conversion rates - a 15% improvement - and more profits. Hav-ing worked with Varda Kreuz for over 2 years now, our business is reaching the end of its financial year with turnover tracking up 25% year on year. Varda Kreuz have played an important part in our sales team’s development during this time and Chris’ ongoing support to each of us on phone, email and via the web has been invaluable.”

WOULD YOU RECOMMEND VARDA KREUZ?“I would recommend Varda Kreuz to anyone but our competitors. Our budget is very precious to us and where we spend it we expect to make a return, by this measure Varda Kreuz have proved excellent value.” Miles MacInnes – Sales Director “We all found Chris inspirational and empowering. I offer my fullest and unqualified endorsement of his knowledge, methods, execution and follow-up” John Charnock – Managing Director

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Case Study 3

Salford Royal NHS Foundation TrustTHE CLIENTSalford Royal NHS Foundation Trust aim to be the safest organisa-tion in the NHS through providing safe, clean and personal care to every patient, every time. Their team consists of 6,000 staff providing hospital, community and primary care services to the City of Salford and specialist services to Greater Manchester and beyond THE NEED “We were looking for someone to provide the hospital with customer service training, a training partner who would be able to assess our needs and tailor a package around their observations to help us in our mission to become the best in the country.”

THE SOLUTIONVarda Kreuz Training designed and a delivered a bespoke course for all front line staff which not only focused on perfecting service delivery, but also highlighted the emotional impact that service levels have on their visitors.

RESULTSSalford Royal now has the highest consistent rating for service quality coupled with one of the highest sets of patient and staff satisfaction scores.

WOULD YOU RECOMMEND VARDA KREUZ?“This course can only build up our pride in Salford Royal and the care we give our patients”

“Very relevant, trainer knew a lot about the subject and helped me understand in detail everything that was discussed. Excellent course well presented.” “Course was thoroughly enjoyable and relevant. I have attended many courses, but none as enjoyable as this. Would willingly attend other courses run by Varda Kreuz.” “Best course I have attended.” “No improvements , excellent . Course was interactive, enthusiastic, based on real life scenarios and not text book.”

“Fantastically Fab! I’m hoping that there would be another level of this course. Great job!!! Continue spreading this training.”

“Best course I have attended. Fun, enjoyable, makes it easier to under-stand the way we should be with our patients and colleagues.”

“All new staff to the trust would benefit from this course. Fun, interesting, informative& enjoyable.”

“Everything was perfect; Chris made it very enjoyable whilst still getting across what was needed.”

“One of the best customer care courses I have attended.”

“The course was really interesting. Don’t change anything”

“Excellent day - Fun, enjoyable, relevant.”

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Case Study 4

Biopta

THE CLIENTBiopta Ltd is the leading contract research company focused on the use of fresh functional human tissues in drug development.

Based in Glasgow, Biopta has been providing contract research services to the pharmaceutical industry since 2002 and has established itself as the world leader in the use of fresh human tissues to better predict drug activity prior to clinical trials. THE NEED “We were looking for someone with sufficient experience to be able to relate to the challenges faced by our business; although Chris is not a scientist, he recognised the scenarios we encounter in our sales process and was able to present solutions based on similar experi-ences.” THE SOLUTIONWe designed a training programme that enabled the Biopta team to;• Explain the reasons behind customers buying decisions• Understand why features aren’t the solution to a prospects

problem• Uncover wants and needs in order to present benefits that

mean something• Demonstrate a high level of questioning and listening

techniques • Use real life examples and case studies to sell concepts and

solutions• Effectively overcome objections

RESULTS“We received practical, memorable examples of how to improve our sales process. We also gained a written resource that we could go back to (we continue to do so) as we encounter new situations.”

WOULD YOU RECOMMEND VARDA KREUZ?“Chris is someone who despite his extensive experience in sales puts everyone involved in the training at ease and encouraged open and positive discussion about how to improve our sales process. I would also say that Chris didn’t just give us pre-prepared training, he put thought into the practical help that would be of particular relevance to our business.” – David Bunton – CEO

“I’d certainly recommend Chris. I found him to be a real expert who could relate to our challenges and business needs, providing relevant examples of solutions that will help us in our sales process. The feedback from all our staff was entirely positive.” - David Bunton - CEO

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Case Study 5

Expedia

THE CLIENTThe No. 1 online travel company in the world, with an extensive brand portfolio which includes Expedia, Hotels.com, and Egencia Corporate Travel. THE NEED The aim was to enable the internal sales team to increase the quality not the quantity of meetings with a focus on;• Identifying the real decision makers • Getting past gate keepers • Keeping control of the sales process• Identifying and solving the problem THE SOLUTIONIt quickly became clear that the team was extremely experienced and had already attended a wide variety of sales training courses, so a simple ‘telephone skills’ workshop wasn’t going to make a noticeable difference or achieve the required results. A programme was created which took its foundation from the Selling with EASE system and incorporated a number of modules from our Selling on the Telephone workshops, enabling them to examine the four elements of the sales cycle on a far deeper level than with previous providers and introducing them to activities which made sure the learning outcomes really took root.

RESULTS“The course produced great results and was effective and enjoyable.”

“An excellent course – I worked with Chris on a foundation sales course for my team and I’m already looking at what to do next. The course was effective and enjoyable and I’m sure will produce great results. As a trainer with PRACTICAL EXPERIENCE in his own success in sales, Chris delivered with integrity and professionalism and was very easy for the team to relate to and follow. I would recommend to anyone looking for a trainer who you can trust!” -Patrick Gray – Sales Manager

“Really enjoyable with a brilliant ‘lack of cheese’ - the most interesting sales training course I’ve had”

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VARDA KREUZ LTDDeansgate, Manchester, M3 2BH

0844 293 9777 www.vardakreuztraining.com

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