Further to our conversation yesterday about the sales training course for the members of my staff, please find below the proposal that I would like you to consider:
As you are aware, all staff in the customer services department are now expected to promote our company's products and services when speaking to existing customers by phone. Since the beginning of this year, the performance of the department is now partly based on how many sales are generated.
As you yourself have said, the results since we started promoting have been disappointing. We have not met any of the sales targets which have been set for the call centre. No matter what we have done to improve sales rate (increasing commissions per sale, punishing staff who don't try to promote etc...), they have not increased.
After conducting an extensive investigation into the issue, through monitoring incoming customer calls into the call centre and performing interviews with staff, I have created a report (a copy of which is attached at the bottom of the email). This report identifies that the problem lies with the staff.
It shows that it's not that the staff don't want to sell and promote the products or services, but that they don't know how to do it. Few have any prior experience of selling any type of products or services. They don't understand how to persuade/convince people to buy or identify what products or services would be of most use or interest to the person they are speaking to. No matter what we do, until they learn how to do this, sales conversions are going to continue to remain low.
That is why I propose we undertake a sales training course to teach essential sales skills to the customer services staff in the call centre. After contacting a number of different companies, I have found a training course which would be the most suitable for our needs. It's run by APC Sales Training. Not only do they have one of the best reputations in the industry (they are used by Barclays, HSBC, ING etc...) but one of my ex-colleagues used them in the customer services department which she runs and said sales conversions more than doubled as a result.
I have already contacted APC Sales Training and they have devised a three day sales training course designed specifically for our needs (their proposed course outline is attached at the bottom of the email).
The cost of the three day course they are proposing is £1,200 per participant. That includes all materials, food and drinks, and room hire.
I appreciate that money is a concern. And I admit that the three day training course is not cheap. That is why I propose that we initially limit the number of staff who undertake the course to four customer service assistants. We can then monitor their performance when they return to see if the course has lead to a significant improvement in their sales conversion. If it does, we can talk about enrolling the rest of the customer service assistants in the call centre on to the course.
I really believe that this proposal is both the most effective and quickest way that we can improve our sales performance. If we don't train the staff how to sell, the chances of meeting the sales targets for the call centre are extremely low.
I'd appreciate to hear what you think about the proposal.
If you have any questions, please don't hesitate to contact me by either email or phone (07930 522356).