I develop relational and empathetic skills on prospect customers through the optimization of physical/digital tools
CLIENT: IVECO
SERVICE: Build a business contact management model.
PERFORMANCE
figures involved in learning
hours of synchronous training provided
margin for improvement in telephone relational skills
annual phone calls influenced by training
average call duration after training
ANALYSIS AND PLANNING
analysis report
assistance pills
assistance pills – emotional video
behavior assessment
behavioral intelligence
coaching
communication system
competence check
competence check – leadership check
competence model
concept store and layout
custom platform
customer experience analysis
customer relationship management
customer research
display model
driving forces
economics
economics – sales processes
educational events
emotional video
engagement approach and processes
focus group
gamification learning
geomarketing
in-store customer behavior
key people survey
kpi dashboard
leadership check
leadership check – competence check
live shopping
live training
mystery shopping
networking & partnership
process & standard operations
retail book
retail map
retail tour
sales ceremony
sales engineering
sales performances
sales strategy
selling integration
service and customer experience model
store check
store observation
store operation
storytelling tools
talent executive
team building
tutorial-emotional video
visual merchandising
windows model
Build a commercial contact management model for interaction with prospects and loyal customers by all the commercial resources of the 34 IVECO Italia dealers.
To achieve this objective, an architecture and a telephone relationship model were created to maximize the effectiveness of the relationship with customers and prospects.
All company functions relating to marketing, sales and, in particular, CRM activity were involved, as well as a sample of dealers in which both commercial and assistance and planning figures were included.
We observed and studied the various types of telephone contacts by carrying out focus groups and interviews with Iveco key people to learn about critical factors, operational shortcomings and rational and emotional difficulties.
The new cognitive biases reported and developed post-pandemic have been integrated, adapting the language to the context, expectations and the creation of new inspirations.
The training topics were delivered in the form of various online training pills and we created a gamification model for the synchronous implementation of internal challenges.
To ensure continuous learning, various on-demand web trainings summarizing the topics covered were further created, in order to allow participants to review and expand their knowledge and skills.