The multi-award winning Cellular Solutions are widely regarded as the leading business communications provider in the North East. They pride themselves in delivering the highest standard of customer service by offering unbiased consultancy through their professional and knowledgeable staff.
Cellular Solutions asked us to work with their Acquisitions Team (face to face sales team). We provided coaching based on real client visits. We did this by accompanying sellers on client meetings, where we observed at first hand their knowledge, skills and behaviour. This allowed us to give specific and direct feedback focussed on what they do well and the areas they can further develop. We also filmed client scenarios with actors playing “clients” based on real customer scenarios. This was a particularly effective tool for providing feedback and coaching.
All of this insight allowed us to create a training programme that was aimed specifically at the main development areas of the team, built around Cellular Solutions own language and approach.
Feedback from Mike Bowers – Managing Director Cellular Solutions
I took the opportunity to work with NRT when we were designing a competency framework for our business. They worked with us to identify the behavioural approach that reflects our business, including our continued drive to be as effective as possible.
The focus on the behaviours fitted really well with the coaching of the Acquisitions Team that NRT went on to do. What I liked in particular with the coaching was that it enabled the team to find their own solutions on how to improve their own performance. The combination of joint visits and video worked proved to be very effective as it was practical, live feedback and not simply theoretical.