Understanding Expectations: To gain a comprehensive understanding of the company's self-diagnosis and expectations, we initiated discussions with the Vice President of Growth and Business Development, the Senior Director of Sales, and the CEO. This dialogue allowed us to align our strategies with their vision and goals.

Introductory Workshop: We kicked off the engagement with an introductory workshop for the sales team. During this session, we acknowledged their impressive successes and expressed our keen interest in learning the key factors that made them successful. We aimed to identify areas for improvement and reduce practices that hindered optimal performance. The sales team was comprised of professionals with diverse industry backgrounds, boasting an average of 10 years of sales experience.

Customer Feedback Analysis: We surveyed a subset of the company's current customers to gain insights into their experiences. While customers were generally satisfied with their account coverage, they expressed a desire for more education on the usage and benefits of their current subscriptions. Additionally, they wished for more holistic discussions that highlighted how the company's offerings could assist them in other related areas of work.

Live Sales Call Observations: Our consultants conducted in-depth analysis by observing live sales calls, both virtually and in-person. Through this process, we identified that the sales representatives, while highly professional, were missing crucial psychological triggers and emotionally intelligent approaches in relationship building and closing techniques.

Customized Workshop: Armed with insights from our assessments, we structured a tailored workshop that encompassed relationship building, psychology, emotional intelligence, and a refined sales process. This workshop focused on setting early expectations regarding service levels, education frequency, and clearly defining the roles of both parties in the customer relationship.

Continuous Monitoring: Our team remained actively involved, conducting check-ins at 3, 6, 9, and 12 months post-workshop to ensure ongoing progress. We provided support, guidance, and adjustments to the strategies as needed.