We help businesses realise their sales and customer service potential.

​Our consulting services focus on the areas of sales and customer service, providing businesses with an opportunity to not only improve overall performance and achieve goals but to positively differentiate themselves in their industry.
 
We have a genuine desire to understand the objectives, unique needs and challenges of a business, to provide practical advice and support throughout the review, identification, planning and implementation stages of the consulting process.
 
Whether a business is reviewing their sales or customer service strategy or, the two simultaneously, we concentrate on the following:
 
Customer Service

• Review of the current level of service provided
• Identify needs and expectations of customers
• Identify opportunities to exceed customer expectations
• Develop a service system to provide customers with consistent and quality service experiences
• Ensure consistency between policies and processes and customer service
• Establish and implement service standards
• Identify any skill gaps
• Build a service culture throughout the business
• Ensure consistency of service across all areas of the business

 
Sales

• Review of the current sales process

• Develop a sales strategy
• Remodel or develop a sales process to maximise opportunities and enhance customer service simultaneously
• Identify any skill gaps
• Establish and implement sales and service standards
• Determine relevant KPI’s to measure sales performance
• Review the skill of management/leadership in driving and coaching sales performance
• Build a 'sales through service' culture throughout the business

Consulting Process

Industry Knowledge

Our deep understanding and extensive knowledge of the sales and service industries, means we are able to provide valuable insight into areas such as:

• Market Trends
• Customer or Client Needs and Expectations
• Consumer Behaviours
• Competitor Activity
• Industry Challenges​

Mystery shopping

​Are your staff providing a positive service experience for your customers? 
Have you spent money on sales training and wonder if it’s being used?
Are your customer service and operational standards being upheld when you’re not around?
What do your customers think of your service, merchandising, cleanliness, staff and the experience provided?
The answer is Mystery Shopping!

Obtain objective feedback from a customer’s perspective based on an interaction with your business.  Be able to reward and recognise your staff for outstanding performance as well as identify training gaps or areas for improvement.

Our Mystery Shopping service offers a standard off the shelf shopping experience evaluation, providing a detailed report on sales, service and operational elements.   This is a quick and easy option for business who require feedback immediately.

For more specific requirements, a customised evaluation and report can be developed upon consultation to assess specific criteria as required.
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• Evaluations are completed by an experienced professional in mystery shopping, retail operations, sales and service standards
• Evaluations can be completed in either person, online, email or by phone
• Evaluations of competitors also available
• Off the shelf questionnaire and customer profile available for quick completion
• Fully customised questionnaires and customer profiles available upon consultation
• Receive a detailed report within 24 hours of the visit (with scoring if required)
• Purchase can be made during the visit (client to incur purchase costs)
• One off evaluations or ongoing evaluation packages available