How a big brand improved its sales people’s skills on the local market, without ditching its international sales standards

Skills | October 1, 2019

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Тhe Challenge

Our client imported leading automotive brand and held a leadership position on the Bulgarian market. They needed a unified standard and sales approach to be implemented across the dealerships network in the country. Their requirement was not only to develop their sales staff’ sales skills and competencies, but to synchronize these skills with the international standards of the brand.

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The Solution

We started by getting to know the international standards for client service and sales within the company. We realized that there were discrepancies between the market in Bulgaria and the other markets where the brand operated.

We offered to our client sales people development program that covered all international standards and at the same time was adapted to the conditions and market specifics in Bulgaria.

We took care to adjust the program to the abilities and the skills of the newly appointed sales people. We used an interactive approach, combining theory and practice. The emphasize though was on practice: real life demonstrations, exchange and knowledge and skills integration. We used simulations, facilitated discussions, videotaping and detailed analysis of strengths and development areas for the participants.

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The Results

Together with our client we adjusted the sales standards and turned them into specific behavioural models, which were adopted by the employees and applied in their everyday work. The program we created achieved our client’s goal - improved sales competencies within the company. Our client’s customers were visibly more satisfied, and the results of the Customer Satisfaction Survey and the secret shopper studies’ results improved.