Perkins Engines

AFTER-SALES CUSTOMER HANDLING TRAINING

When the After-Sales team at Perkins Engines were tasked with investigating why the unit sales value through their parts network was low, they discovered that staff were reacting to customers’ requests rather than being proactive.

This project aimed to provide training on how to qualify customers in order to give the customer better service and increase the value of unit sales through up-selling.

Our solution was to develop eLearning that used video scenarios to show the customer qualification process being done badly – after which the user would be required to identify where the process went wrong in order to proceed to the next scenario. The user would then be required to build (on-screen) a best-practice process for qualifying and handling customers using the knowledge they had gained from the first part of the training.

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With 18 years of experience in delivering business-critical projects for national and global clients, the team at Pivotal Interactive gives you the expertise and creative talent that will enable you to adopt web-based eLearning, training management and configurator solutions with confidence.

If you want to know more about this, or any other project, then please get in touch.

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