Not so much of a problem, as a challenge. VW were keen to capture the techniques used by their sales teams, to develop a gold standard of how to approach and handle customers effectively and confidently; they wanted to create a catalogue of best practice benchmark techniques to share with the whole team.
VW created 4 realistic customer scenarios to cover four key customer conversations, including:
- The initial pitch of the service to a new customer
- Handling objections, in a potentially difficult conversation
- Exploring sales opportunities to increase orders from regular customers
- Taking down the barriers between different sides of the business, to work as one
Four RoleplayUK actors each prepared to be on the receiving end of one discussion. By rotating around the groups every 15 minutes, they enabled Sales Managers to demonstrate their personal approach of how they would deliver best practice in each scenario.
With the rest of the group observing and one group host capturing the essence of each conversation, they were able to compile a summary of the best way to counter these key challenges.