DSGI

FIVES

 

 

The Challenge

 

DSGI were facing an ever competitive market place and falling sales and customer satisfaction scores. 

 

They were keen to get a unified sale through service approach introduced into all of the stores in both PC World and Currys to improve sales, customer satisfaction and overall business performance.

 

 

The Agreed Solution

 

Results International worked closely with the internal Learning and Development team to understand what was and what wasn’t working in the stores, and what needed to be introduced to improve both sales and customer satisfaction, we then designed the ‘FIVES’ sales process and associated workshop.

 

Results International developed and delivered ‘Coach-the-Coach’ and ‘Management Awareness’ of ‘FIVES’ workshops to the Leadership community and pre-selected In-Store Coaches. Once this was completed, the internal Coaches rolled out ‘FIVES’, Results International and the DSGI Learning and Development team then carried out extensive In-Store Coaching to ensure that the new ‘FIVES’ sales through service process became embedded in the PC World and Currys Culture.

 

The Result

 

A very successful rollout that has seen customer satisfaction and sales improve dramatically and is still sustained in PC World and Currys stores today.