Case Studies

Challenge

Mybreast is a cosmetic surgery specialising in breat augmentation, uplifting, reduction or correction of asymmetry. Claudia Giambone approached us to work with the call centre team who deal with incoming enquiries and look to book appointments with the surgeons. Claudia was also interested in the work we could do with the post-procedure nursing team who are perfectly placed to up sell and cross sell other procedures and treatments offered at the surgery. Our challenge was to train the teams and give them the necessary skills to make a powerful and immediate impact to how they currently handled client enquiries and increased repeat business through consultative selling after the initial operation.

Core sales skills to a previously untrained ‘sales’team
Encourage a sales awareness and introduce a new skill level to a more clinically minded and atypical ‘sales’ team
Relevant and interesting to consultants at all skill levels

Solution

Our training design team consulted with the Mybreast team and worked together to reach all of the objectives for the training. The days training included the following tips and techniques:

Consultative client service techniques with a sales edge
Cross sell and up sell skills and a keener business opportunity awareness
Confidence in taking on a sales role as a secondary skill to nursing and patient handling

“An excellent training session. I really enjoyed it and found it helpful for my particular sales when dealing with patients.”
Lorraine – MyBreast

“Excellent training. Very focused, interactive, simple and personal with great skills and information to take away and apply right away. This doesn’t seem so daunting anymore!”
Claudia Giambone