Sales improvement project summary – freight industry

The problem:

The DHL Ireland Sales team were recording the lowest conversion rates within the DHL group (both on Time definite deliveries (TDD) and insurances sales).  The Dublin Management team engaged blackswan to complete a review of the sales operation. Post an in-depth current state assessment of the sales team blackswan recommended an intensive 30 day improvement and training & development project.

The Solution:

Post team observations and in conjunction with the onsite training we developed & delivered a refresher training program to all the sales team, "Sell DHL" focusing on the implementation of a best practice standardised sales approach. Part of the Sell DHL program rollout involved the development of skeleton call scripts and a number of key cheat sheet documents for frequent information retrieval. A simple resource planner / meeting scheduler was developed to ensure that maximum resources were available during identified peak times of customer contact. A training guide / new person introduction guide was developed to cope with high industry staff turnover.

Front line managers were trained and equipped with newly developed management reports allowing for easy visual monitoring of team performance / budget adherence.

Project achievements

1.     Time definite sales improved by 165%.

2.     Insurance sales were increased by 57%.

3.     The Dublin Sales team went on to win the European sales centre of the year award for the first time.

Project ROI of 11:1