| Need |
Telesales representatives needed quick access to the information in a print-based call guide to provide just the information needed for a customer telesales call. In addition, they needed examples of good telephone interactions with customers, how to handle common objections, and coaching from a high-performing manager. |
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| Solution |
D+A moved an existing print-based call guide to an online format and organized the information by sales cycle phase; they included simulations of calls with customers in the context of the task at hand. |
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| Success Factors |
Key success factors were:
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Analyzing best practices and conveying that information in an easy-to-access online guide |
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Identifying and capturing good coaching from high-performing managers |
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| Result |
The customer achieved these results:
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Adopted this framework and format as the solution to provide telesales guidance for all company solutions |
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Consistency in the way the field performs, conducting calls with greater effectiveness and efficiency |
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Improved productivity |
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Individuals using the call guide reported that they were more effective at qualifying opportunities |
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