Case Study 2

Sales Productivity - Field Effectiveness Review
Leading Canadian Asset Manager

The Challenge
Our client invited numerous training companies to provide training solutions for the client’s front line sales team. The client had decided that there was scope to improve communication persuasiveness and enhance the overall prospect-client face to face experience. One significant challenge was that the front line has to deal with a broker as well as the prospect client.

The Approach
We were able to demonstrate to the client the value of investing in a Field Effectiveness Review prior to investing in any training. The purpose of the review was to assess the front line’s communication competency and provide ideas for quick hit enhancement (i.e. 20% potential change for 80% impact).

In a simulated client meeting, BottomLine Group acted as a prospective client (with a broker) and the front line sales person was unaware it was a contrived meeting (similar to a mystery shopper situation). We were able to observe individuals in action and apply measurement around required communication competencies.

We combined these observed assessments with our own known learning ideology, interview input and leadership practices to provide a report outlining recommendations for the client.

The Result: Awareness and Money Saved
Without making a significant training investment, our client was aware of the strengths and weaknesses of their front line. They had a clear roadmap to make changes themselves without implementing an off-the-shelf training program.

Our client’s leadership had invested in enhancing their own coaching abilities, focusing on measuring behaviours rather than outcomes. This in turn, resulted in the client’s team taking more control of its destiny, while front line individuals felt that their leaders were more involved in their development.