Challenges/targets
- Service technicians have a strategic impact on the process of convincing potential customers. The successful execution of product demonstrations is crucial for the conclusion of a contract.
- Sales oriented service technicians who attract new customers as well as the exhaustion of cross-selling potential.
Solution
- Analyysing the current approach of Service & sales.
- Defining sales processes to gain news customers and strengthen customer loyalty.
- Executing a world-wide qualification programme for Service and Sales employees to implement defined sales processes.
Results
“This joint project with Mercuri brought us a big step forward in strengthening our market position. The practical and tailor made training modules, which built up upon each other, were additionally supported by implementation activities. In a period of 3 years this established the basis which was needed by our management team to further change our sales culture.”
