Case studies
How offering good advice to customers can lead to better sales!
In a very competitive marketplace with high profile, hard selling national chains, an independent opticians group Norville’s wanted to increase their sales.
The challenge was to build on their strengths of friendly customer service, long term customer relationships and excellent after-sales service.
The approach we took was to set up a one day sales training workshop, tailor-made for the Dispensing Opticians, following initial one-to-one conversations. This was backed up by a short re-cap workshop a few months later. We created a fun and interactive environment in which the participants learnt how to sell in a way they are comfortable with and shared a huge amount of best practice ideas with each other. They continue to do so.
In the weeks following the workshop, the Dispensing Opticians felt more comfortable & confident sharing their knowledge and making suggestions for alternatives that their patients might like to consider.
Six months on this has led to:
- An improvement in practice sales. Quarterly figures will reinforce this.
- Better product recommendation by Dispensing Opticians to all patients.
- Further increases in frame and lens up-grades. Dispense from the top down.
- A higher quality of dispensing across the group.
"Ann brought a refreshing style of training and coaching to the session, where she quickly interacted with all delegates, especially with her ability to master some of the optical terminology being used. The full day session focused precisely on the areas that we needed, in a well constructed format which set out very positive goals.
An all round very pleasant experience, delivered by an excellent provider."
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