Increase Cross Selling & Loyalty: Global Shipping

Increasing Cross Selling & Customer Loyalty at a Global Shipping Company

Client Case Study

Situation

This global shipping company with revenue of over $10 billion wanted to launch a training initiative with two objectives:

  1. Equip and inspire call center reps to proactively probe for additional opportunities and position their services in light of those discovered needs
  2. Increase customer loyalty by providing a higher level of customer service

 

Complications

  • Reactive Sales Culture: Call center reps were used to taking orders versus probing for current or future client goals, problems and needs.

Approach

  1. Better Hiring: The management and HR team attended the a customized program where they learned the skills to effectively and accurately identify the most qualified candidates.
  2. Performance Coaching: Team leaders attended an accelerated program for managing, coaching, motivating and retaining employees.
  3. Inside Sales Skills: Telesales reps participated in our inside selling skills program and the customer service skills program.
  4. Follow-Up: Continuous education for managers was provided on an as-needed basis and an inside selling skills workshop was designed and delivered for each new hire group.

Results

  • 14% increase in ground shipments
  • 2X increase in activation rate for new customers

Related Information

LSA is a great and high quality training and consulting resource. In less than a week turnaround time, they were able to design and deliver a ‘best in class’ inside sales solution to meet my team’s unique needs.

They definitely met my high expectations and were very responsive to my specific objectives.  Thank you!

Olivia Flach
Americas Retail Sales

Sandisk

We selected LSA over a handful of other experts to assist with a key sales leadership imperative. LSA added value every step of the way throughout the entire engagement. Their customized approach to sales presentation training exceeded expectations, and we are excited about global implementation across our offices in more than 100 countries.

LSA’s unique Strategy-to-Results approach is an added game changer.  I recommend them to anyone looking to get high quality results when it matters most.

Eric Mugele
Executive Director Global Learning

Grant Thornton

We selected LSA Global over several other sales experts based upon their ability to clarify and align our sales strategy, their expertise in identifying the critical sales scenarios necessary to meet our growth targets, and their willingness to stand behind the results with targeted sales management training and coaching and a pay-for-performance guarantee.

They have become an integral part of my sales team as we rapidly scale. I would recommend them to any sales  leader looking for a true partner.

Anthony Lanham
SVP, Sales North America

Jumio-Logo-LSAGlobal

We engaged with LSA Global to deliver a highly customized sales territory planning and management workshop. They have a unique ability to quickly understand our business and needs. This keen understanding allowed for a sales solution that was specific and impactful.

Their sales consultants and facilitators were well prepared and ingrained themselves to become one of us. We’ve come to see LSA Global as a true sales partner.

Pratiksha Patel
Assistant Vice President Talent

L'Oreal

LSA Global demonstrated excellent expertise in sales and sales leadership, spent the time required to make sure the objectives were clear, and showed flexibility in shaping and sustaining everything that they did.

They “MEDRADized” the session to meet our unique needs, looked beyond the obvious, and got the key points across in a way that made sense.  Thank you!

Doug Stantial
North America Sales Training Manager

ServiceSource has relied on LSA Global’s expertise for a variety of core initiatives, from strategy design and implementation, to business sales skills, to sales coaching. We recently engaged LSA Global to create a competency matrix for our inside sales team that will serve as our roadmap for employee on-boarding, development, succession planning, and retention.

This critical project had a tight timeline with high visibility. LSA Global completed the deliverable ahead of schedule and surpassed our expectations.

PMO and Outside Sales Operations
Senior Vice President

Service Source

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

We hired LSA to help align our sales strategy with our business strategy to sustain our hardware business while driving high growth in software and services. LSA’s ability to measure our level of strategic alignment, pinpoint areas of leverage, and get the entire executive sales team to agree upon what matters most exceeded our expectations.

I would recommend them to any sales leader who wants to drive sales performance.

Dan Dica
SVP Worldwide Sales

OneSpan_Logo-LSAGlobal

We recently hired LSA to help us take our client delivery methodology to the next level as we continue to grow and help our clients succeed.

The custom strategy and design session exceeded our expectations. They really understood our business and delivered within tight time frames. They were the best I have seen for this type of complex, visible, and strategic work.

LSA’s ability to get a group of 20+ executives from around the globe on the same page, push their thinking to new heights, and ensure an executable plan was excellent.

I would recommend LSA to anyone looking to take their strategy and strategic execution to the next level.

Rob Sturgeon
EVP Client Delivery

Service Source

LSA was instrumental in making our worldwide sales meeting a success. They saved me a ton of time with ‘best in class’ solutions to meet our business objectives. Whenever I’m in a pinch, I can count on LSA’s dynamic team of sales trainers and consultants to really go the extra mile.

They truly understand the meaning of customer delight.  Thank you!

Amy Walker
Manager

Seagate

The sales negotiations training program was awesome. The facilitator was excellent. We are immediately able to see the relevance and apply it to our specific. The preparation and energy was very apparent. The facilitator did a great job keeping everyone engaged and focused on what mattered most to our success.

I am very pleased with the results and like the very relevant and applicable sales negotiations tools. Great job!

Jack Lord
Vice President of Sales

Blackhawk Network

LSA custom designed and delivered the best sales training session that I have ever attended.

They focused on our industry, our customers, and our competitors. The materials and facilitators were world class.

They were passionate about helping our global sales force understand the fundamentals necessary to be successful and not leave money on the table.

I recommend them to any sales force looking to drive profitable revenue and beat the competition.

Carl Dickenson
Director of Sales

Cutera

We wanted our Channel Managers to get sales strategies and tools that would increase partner revenue and strengthen partner relationships. LSA Global’s ability to quickly understand our business and to bring experienced and proven resources to the table created credibility with both the executive and sales team.

We look forward to continuing our sales partnership with them.

Chip Whitman
Channel Excellence Manager

Thermo Fisher

The sales strategy and goal setting session was right on target. It was a very valuable process that I highly recommend to any sales team looking to increase performance.

Thank you LSA Global!

Phil Rosenberg
Senior Vice President of Sales

From beginning to end, LSA was as invested in making sure the program succeeded as we were. They not only met the needs of our sales organization, but they helped us meet our very tight launch deadline.

The consultant operated with the sense of urgency necessary to ensure that we were ready to roll the business sales training program in a way that made sense.

Without their dedication and sales expertise we would not have been able to launch the program with the success that we did. Thank you LSA for being a valued business partner!

Erin Surprise
PHR, Manager - L & D

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