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What the customers say:
"Your staff made me feel valued and appreciated 10/10
I liked the professional yet personal approach. Added value items were explained with a clear price."
What the Store Manager says:
"Staff who attended have
returned with increased confidence which in turn has increased conversion rates."
"Your staff made me feel valued and appreciated 10/10
I liked the professional yet personal approach. Added value items were explained with a clear price."
What the Store Manager says:
"Staff who attended have
returned with increased confidence which in turn has increased conversion rates."
Bi-Jingo and Specsavers:
an award-winning combination!
Specsavers is the UK's market leading optician, with over 600 stores across the country. Their core value is to provide affordable eyecare to everyone and it is vital their customers feel they can trust the advice they received. In fact, they have been voted as one of Britain’s most trusted brands.
Specsavers identified an opportunity to enhance this recognition further by increasing the confidence levels of staff as they engage with customers. The challenge was that as a brand synonymous with high-level customer service, how did Specsavers give their staff the confidence to sell without losing sight of their commitment to care?
Jez Payne, Senior Training and Development Manager at Specsavers explains: "It wasn’t about sales targets or financial performance; we wanted to challenge perceptions and to increase confidence levels in staff."
To help achieve their goal, Specsavers turned to Bi-Jingo.
Bi-Jingo recognised that this was not a 'hard sell' environment, but a place where the customer must have confidence in the staff, and know they can rely on the advice and product recommendations given. With this in mind, Bi-Jingo created a selling skills course that primarily focused on engaging successfully with the customer. ‘Selling Skills: It's all about you’ centred on behavioural skills - specifically enjoyment and engagement. Desks and papers were removed and the focus was instead on real high street examples, and on creating an energetic and fun learning environment.
Jez Payne says; "Bi-Jingo illustrated an innovative way to deliver the programme without making it all about selling. People are often wary of role-playing, but as a group of highly skilled communicators, Bi-Jingo was excellent at giving people the confidence to have a go!"
David Lever, Specsavers client director at Bi-Jingo explains; "Drama-based training is much more fun than desk bound learning, and is far more effective. What we do demonstrates that doing it differently and learning effectively go hand in hand. When you get the balance right, an interactive learning session has massive benefits for the individual."
Prior to the course delegates were asked to monitor their confidence and performance in line with core values. They also had a pre-course briefing with their line manager to set personal objectives. The action plans delegates created during the course formed the basis for post-course reviews.
The results speak for themselves!
On return to their stores attendees measured their performance for a further four weeks to identify any changes. Sales figures, customer feedback and manager comments illustrate a resounding success.
Specsavers are thrilled with the results, and whilst increased performance has been a happy by-product of the programme the real success lies in the huge change in staff thinking and the increased confidence levels of in-store teams.
The icing on the cake is our recent industry award: the Specsavers selling skills course was the winner of the 'Best Externally Developed and Delivered Course' category at the Training Journal Awards 2007.
As Jez Payne explains, "This course was so popular that it was totally oversubscribed, the most over-attended and successful course we've run. In fact, our only challenge now is managing the waiting list!"
If you are interested in how this approach might provide similar benefits to your own organisation, please contact David Lever.
an award-winning combination!
Specsavers is the UK's market leading optician, with over 600 stores across the country. Their core value is to provide affordable eyecare to everyone and it is vital their customers feel they can trust the advice they received. In fact, they have been voted as one of Britain’s most trusted brands.
Specsavers identified an opportunity to enhance this recognition further by increasing the confidence levels of staff as they engage with customers. The challenge was that as a brand synonymous with high-level customer service, how did Specsavers give their staff the confidence to sell without losing sight of their commitment to care?
Jez Payne, Senior Training and Development Manager at Specsavers explains: "It wasn’t about sales targets or financial performance; we wanted to challenge perceptions and to increase confidence levels in staff."
To help achieve their goal, Specsavers turned to Bi-Jingo.
Bi-Jingo recognised that this was not a 'hard sell' environment, but a place where the customer must have confidence in the staff, and know they can rely on the advice and product recommendations given. With this in mind, Bi-Jingo created a selling skills course that primarily focused on engaging successfully with the customer. ‘Selling Skills: It's all about you’ centred on behavioural skills - specifically enjoyment and engagement. Desks and papers were removed and the focus was instead on real high street examples, and on creating an energetic and fun learning environment.
Jez Payne says; "Bi-Jingo illustrated an innovative way to deliver the programme without making it all about selling. People are often wary of role-playing, but as a group of highly skilled communicators, Bi-Jingo was excellent at giving people the confidence to have a go!"
David Lever, Specsavers client director at Bi-Jingo explains; "Drama-based training is much more fun than desk bound learning, and is far more effective. What we do demonstrates that doing it differently and learning effectively go hand in hand. When you get the balance right, an interactive learning session has massive benefits for the individual."
Prior to the course delegates were asked to monitor their confidence and performance in line with core values. They also had a pre-course briefing with their line manager to set personal objectives. The action plans delegates created during the course formed the basis for post-course reviews.
The results speak for themselves!
On return to their stores attendees measured their performance for a further four weeks to identify any changes. Sales figures, customer feedback and manager comments illustrate a resounding success.
Specsavers are thrilled with the results, and whilst increased performance has been a happy by-product of the programme the real success lies in the huge change in staff thinking and the increased confidence levels of in-store teams.
The icing on the cake is our recent industry award: the Specsavers selling skills course was the winner of the 'Best Externally Developed and Delivered Course' category at the Training Journal Awards 2007.
As Jez Payne explains, "This course was so popular that it was totally oversubscribed, the most over-attended and successful course we've run. In fact, our only challenge now is managing the waiting list!"
If you are interested in how this approach might provide similar benefits to your own organisation, please contact David Lever.