XMA (Retail) In-store Sales Specialists

Client Brief

Having secured Approved Supplier Status to deliver on a multi-million(£) UK Government IT contract, XMA Ltd wanted to ensure they maximised sales opportunities and market share against keen competition.

Their strategy was based on locating customer focussed Sales Specialists in selected O2 mobile telecoms stores to offer potential customers a friendly, knowledgeable and accessible store team.

The full-time team provided coverage six days a week with other trained RPC Sales Specialists providing additional cover and capability for holidays / sickness.

Within the 6 month ’pilot’ period the team  delivered to the required quality standards issued by both Government and XMA as an approved supplier.

Activity

Within a week of the contract being signed off, four full-time Sales Specialists (plus cover team) were identified, trained and in post in four O2 stores in Oldham (x 1) and Suffolk (x 3). RPCs ability to offer scalable / flexible coverage was seen as key to successful contract delivery.

As part of the contract RPC provided all on-going logistical, planning, personnel and training support.

The Sales Specialists pro-actively engaged with customers entering the stores, assessing sales potential and processing  sales. As well has having customer facing skills all the team had knowledge and skills to identify and solve technical / IT issues. They would also have to work alongside XMA support teams and ensure O2 store teams were messaged and good  store relations were maintained.

On a daily basis the Sales Specialists  provided intelligent feedback. This information proved extremely useful, enabling XMA to continually assess and develop their on-going sales and support strategies.

Outcome

The XMA strategy, coupled with RPC delivery enabled XMA to deliver sales through the four 02 stores in excess of £2.5 million - achieving nearly 60% market share of total Home Access sales. Mystery shops across all four stores also showed a quality of customer service of the highest possible standards.

Client Comments

“We have worked in partnership with RPC to deliver the Government’s Home Access Programme. The service that both the management and in-store team have provided and delivered to our customers has been very efficient with an ability to  communicate our message effectively. RPC offer a very professional service which has contributed heavily in our success in delivering this programme and we would not hesitate in working with them again in the future.”