Sales Center Escort

A sales center is one of the critical components for business success, but to maximize its performance, it’s important to manage it properly. Our support service provides sales centers with the tools, strategies, and professional guidance needed to increase closing rates, improve work processes, and ensure a quality customer experience. Here are the stages in the process:

Stage 1: Undercover Customer

The undercover customer service allows you to get an objective and accurate picture of the customer experience in your business. We send a professional “undercover customer” who will make a physical visit or call to the business, maintaining complete confidentiality, and will carefully examine every stage of the customer journey – from their first arrival at the business to the service processes after purchase.

How it works:

Defining goals and areas for examination – Setting clear goals for the examination according to the specific needs of your business, combined with professional recommendations from our experts.
Preparation and selection of the undercover customer – Matching the undercover customer to the actual customer profile of your business, while maintaining complete anonymity to ensure authentic results.
Conducting the undercover visit – Conducting comprehensive checks at the sales center, physical business, or by phone, including measuring wait times, evaluating the quality of the sales process, and in-depth analysis of the customer experience throughout the process.
Data collection and evaluation – Detailed documentation of each stage in the sales process, including interactions with staff members and professional assessment of the level of service provided to customers.
Detailed report with findings and recommendations – In-depth analysis of strengths and weaknesses in your sales system, including concrete recommendations for improving customer experience and increasing sales performance.
Implementation and follow-up – Close guidance in the improvement process, including team meetings, focused training, listening to sales calls, and employing additional undercover customers to assess the extent of improvement over time.

The undercover customer service provides you with a true and accurate picture of your sales center’s performance and serves as a solid foundation for a comprehensive improvement process that will lead to increased sales and ongoing business success.

Stage 2: Meeting with the Sales Team

At this stage, we will hold a comprehensive meeting with the sales team to explain the importance of the service and ensure that all aspects of the process are perfectly tailored to the unique needs of your business. During this significant meeting, we will go through in detail:

The objectives of the examination and expected results
Comprehensive explanation of the visit process and how data is collected
Highlighting how the assessment of customer experience will lead to significant performance improvement
Thorough preparation of the team to deal with a variety of possible situations during the undercover visit process

This meeting lays the foundation for effective collaboration throughout the support process and ensures that all team members understand the importance of the process and are committed to its success.

Stage 3: Listening to Representatives and Providing Feedback

We conduct professional listening sessions of sales calls made by center representatives and perform an in-depth analysis of each interaction with customers. During these deep listening sessions, we examine:

The quality of the conversation and its management structure
The level of professionalism and knowledge of the representatives
The sales and persuasion skills displayed
How objections and reservations from customers are handled
Active listening ability and problem-solving skills
Style of customer approach – courtesy, pleasantness, and professionalism

After listening, we provide focused and personal feedback to each representative, aimed at improving individual and group performance. The feedback includes:

Concrete suggestions for improving communication with customers
Effective courses of action to improve the customer experience
Advanced sales techniques to increase closing rates
Identification of strengths for preservation and enhancement
Mapping areas for improvement with practical ways to progress

The feedback is provided in a professional, respectful, and focused manner, while maintaining a positive and supportive atmosphere, with the aim of encouraging the team to improve and develop continuously. Additionally, we systematically monitor additional calls to assess the improvement that has occurred following the feedback and make adjustments and additional guidance as needed.

Stage 4: Professional Sales Workshop

At this stage, we conduct an interactive and dynamic sales workshop with the sales team, aimed at significantly upgrading the sales skills of each representative. The comprehensive workshop includes:

Writing Sales Scripts

Developing customized sales scripts for your products and services
Formulating an effective conversation structure that leads to success
Adapting scripts for different target audiences and various sales situations
Incorporating key phrases and focused questions that increase closing rates

Professional Handling of Objections

Learning proven methodologies for dealing with common objections
Developing the ability to turn objections into sales opportunities
Acquiring effective and non-aggressive persuasion techniques
Building tailored responses to specific objections relevant to your market

Conducting Simulations

Practical practice of realistic and challenging sales scenarios
Role plays to deal with various types of customers and situations
Providing immediate and effective feedback to improve performance
Developing confidence and the ability to respond quickly in complex situations

The sales workshop provides your team with the practical tools, advanced techniques, and confidence needed to successfully handle any sales challenge and turn every conversation into a real opportunity to increase sales.

Stage 5: Implementing Actions in the Field

After completing the workshop, we transfer the theoretical knowledge to practical implementation, ensuring that the strategies and techniques learned are effectively applied in daily work. At this critical stage:

We provide close guidance to sales representatives in real-time during customer calls
We ensure proper implementation of the sales scripts developed in the workshop
We support representatives in dealing with objections using the techniques learned
We assist in implementing advanced sales techniques identified as effective

During the fieldwork, there is a thorough monitoring of interactions with customers, and representatives are given real-time feedback that allows for continuous improvement. Additionally:

We conduct focused listening sessions of actual sales calls
We provide immediate feedback with reinforcement for successful performances
We identify areas requiring further improvement and provide precise guidance
We support representatives in dealing with particularly challenging situations

The implementation of actions in the field is the stage where training turns into tangible results, allowing your team to see immediate and measurable improvement in sales performance.

Stage 6: Supervision and Control of Action Implementation Over Time

In the final and ongoing stage, we supervise the implementation of the actions and strategies learned to ensure continuous improvement in sales performance over time. The goal is to ensure that the changes implemented in the sales process positively and consistently impact the team’s results.

What we do in the process:

Ongoing listening to sales calls to check quality and adherence to standards
In-depth analysis of sales results and key performance indicators
Periodic follow-up conversations with sales representatives to examine personal progress
Comprehensive assessment of representatives’ ability to handle complex objections
Evaluation of the extent to which updated sales scripts are being used
Examination of overall improvement in service and sales quality

Through the collection and analysis of accurate data and metrics, we identify areas requiring further improvement and adapt strategies and techniques to changing needs. In addition, we ensure that the feedback given to representatives translates into practical results, and provide additional support as needed to ensure continuous and consistent improvement in sales processes.

Furthermore, we assess all processes and can assist with a variety of topics:

Conducting Professional Job Interviews We join job interviews with potential sales team candidates, aiming to identify and select the most suitable individuals who will lead your business to success. During the professional interview process, we evaluate:

Proven sales abilities and potential for high performance
Skills in handling objections and reservations
Developed interpersonal skills and personal charisma
Level of courtesy, professionalism, and service orientation
Motivation and willingness for continuous learning and development
Fit with organizational culture and company values Integrating our expertise in the recruitment process ensures you receive the best salespeople who will significantly contribute to business success and remain in their roles long-term.

Building an Onboarding Course for New Employees We develop and implement a comprehensive onboarding course for new sales center employees, allowing them to integrate quickly and achieve impressive results in a short time. The professional course includes:

In-depth training on company-specific sales processes
Comprehensive learning about products and services the business offers
Providing practical tools for effective sales and excellent customer service
Thorough familiarization with work procedures and organizational culture
Detailed instruction on all technological and operational systems
Workshops, simulations, and practical exercises to implement knowledge The course provides new employees with all tools necessary for immediate success in their role, significantly reduces adaptation time, and enables them to quickly integrate as integral, contributing members of the sales team.

Developing Comprehensive Work Procedures We develop a detailed and comprehensive system of work procedures for you, providing the sales team with a clear and stable framework for managing their ongoing activities. The procedures system includes:

Precise definition of routine work processes and sales stages
Detailed protocols for conducting professional conversations with customers
Precise guidelines for documenting information in CRM systems
Setting standards for response times and service quality
Procedures for handling special situations, complaints, and objections
Control and measurement system for representative and department performance The structured work procedures help the team operate professionally, systematically, and uniformly, providing a stable work framework that ensures quality results and consistent adherence to the highest standards.

Proper Utilization of Support Systems We guide the sales team on how to optimally utilize supporting technological systems, such as telephony, payment processing, and CRM systems, to maximize the efficiency of sales processes. The comprehensive training includes:

Advanced use of the CRM system for documenting and tracking customers
Efficient utilization of customer data to customize sales and improve service experience
Accurate documentation of conversations and sales processes for tracking and lessons learned
Using data analysis tools to identify trends and sales opportunities
Integration between the telephony system and other organizational systems
Efficient management of wait times and call quality Proper and intelligent use of supporting systems allows the sales team to work more efficiently, manage information intelligently, and dedicate more quality time to potential customers, leading to significant increases in sales and profitability.