Case Studies

Background

Eminox Ltd design and manufacture bespoke exhaust and emission control systems for heavy duty diesel vehicles and equipment. In the build-up to the Low Emission Zone Legislation which will come into force in January 2012, Theresa Matthews (Customer Support Coordinator at the London Branch) and her team will be responsible for commissioning major system manufacturing and installations for existing and new clients.

Challenge

As part of Theresa’s role, she will be making follow-up calls to these clients once their systems have been installed, with the aim of selling servicing packages. These calls can be quite challenging, as the servicing packages reflect the cost of the major installations. Theresa wanted to ensure that she gained the most out of the conversations, by having a solid structure in place, starting each call with an aim in mind, asking the right questions and consequently opening up the conversations to their full potential.

Solution

Theresa attended our Complete Telesales Skills workshop on the 27th September 2010 looking to significantly improve on these areas. The course has really helped Theresa with her confidence in approaching these after sales calls, maximizing her chances of success.

Theresa now feels that she has the skills to get the call off to a great start and really engage the client by staying focused. She thoroughly enjoyed the day and took an active part in contributing ideas to the session, which helped her formulate her own ideas of how the skills relate to Eminox’ products.

Result

“Interesting and informative, I will implement all the suggestions into my day-to-day environment.”

Theresa is looking to attend our Advanced Sales Consulting Skills along with another colleague in early 2011. In addition, other members of the Eminox team have recently attended our 2-day Presentation Skills and given outstanding feedback. We look forward to watching Eminox move forward with great success over the next 14 months.