We help you develop and maintain a high-performance sales and service
culture that consistently delivers outstanding results.
Our
proven action plans are designed to transform your current business
culture into a more productive and rewarding experience for your
employees and customers, and a more profitable experience for
your institution. Action planning is a two-step process:
Step
1
Assessing
your current sales and service culture. Our
survey tools identify the strengths and weaknesses of your current
culture, including the sometimes hidden barriers that may be inhibiting
sales and service performance. Our survey tools include:
•
Product Knowledge Survey
— Employees will
x not sell what they don’t
know!
• Sales and Service Climate
(Attitude) Survey
x Sales and service employees need
the right
x mindset to be motivated to improve
their sales
x and service performance. To be
successful,
x they also need to believe in your
products, your
x service and the competitiveness
of your
x institution.
• Internal Service Survey
— The service that xxcustomer-contact
employees provide to your xxcustomers
may be only as good as the service xxthey
receive from support employees within
xxyour organization.
• Customer Satisfaction Survey
— To improve xxcustomer
satisfaction, management must xxunderstand
the gaps between customers’ xxexpectations
and the financial institution’s xxperformance.
• Shopper Survey
— This survey uncovers
the xxmissing customer service skills
and techniques xxemployees could
be using to significantly
xxinfluence their sales and service
performance.
Step
2
Developing
an integrated action plan to address the identified strengths
and weaknesses and to transform your culture.
Based on these assessments, we will recommend a detailed
12-18 month action plan, including:
•
Goal setting and sales tracking to
motivate
x your sales force;
• Results-oriented employee training and xdevelopment
to build knowledge and sales and
x service skills;
• Modification of performance evaluation
x methods
to improve accountability; and
• Financial incentive and recognition
x programs that
support your sales strategy.
On-Line Brochure
(.pdf)
ASPEN
CONSULTING GROUP,
INC.
PHONE:
801.277.9548 XFAX:
801.424.2334
E-MAIL:xinfo@aspenconsultingusa.com
