History:
In November 2003, Telia Networks decided to establish a telesales department (Telesalg) that could create a new customer portfolio in connection with outbound calls to potential customers as we were implementing a new fixed-line telephone product on the Danish market. Telesalg’s vision was to uncover the market of new customers which potentially could arise from different competitions following the new fixed-line telephone product Telia Fritid. To be well prepared for this task, we decided to get external training that would correspond to the increased need for skills development in the team. At Jesper Zerlang’s, Sales and Marketing Manager in Telia Networks, request, we decided to contact SalesPartners. It turned out that SalesPartners had just the competencies we were looking for so we decided to start cooperating. We made sure to disclose information concerning the team, our procedures and previous training. Against this backdrop, Michael Hove tailored a course to Telesalg’s consultants with special focus on the sales process.

The course:
We chose to split the team into two groups that were trained with a month interval. The actual course was a "full-day experience" which ended with the consultants having to test their skills with the new tools that were made available during the first part of the course. During this last and probably most instructive part of the programme, Michael Hove was available as coach for the consultants. This was a chance to test new procedures in real call situations and to get good advice along the way.

Evaluation of the course:
We have been extremely satisfied with the cooperation with SalesPartners including Michael Hove who managed to implement a number of new tools into the team. The training fully met our expectations and has made it possible to ”measure” the team more accurately as we now have a more standardised sales process. On administration level as well as in the team (the consultants) we have been very inspired which among other things will ensure that we achieve the objectives set for the department. All the consultants who participated in the course have only responded positively to the training, the material and the new tools that SalesPartners/Michael Hove have provided us with.

Follow-up comments:
At present, we consider taking another course which will be the follow up to the courses that we have just completed.


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