SALES & CUSTOMER EXPERIENCE PROJECT

Gaurav Rai
Professional Service

Making your customer experience EvenBetter

Content

Objective & Methodology

Overall Synopsis

Data Analytics
Sales Performance

Objection & Rebuttal Study

Agent Behavior Analysis

Recommendations

HyperQuality 2013

Objective & Methodology

Methodology:

Objective: To provide Healthy

Directions with actionable

insight based on sales
opportunities.

Brainstorming in HQ on attributes of
success based on experience, best
practices and listening

Development of data capture form

Scope: Order and Non-order

calls for OmegaQ Plus (60%),

Probiotic Advantage (30%) and
Trilane (10%)

HQCs listening to sample of 750 (Order &

Non Order Calls)

Call and data analytics to identify sales

opportunities for main product & up sells

Consolidation of findings and share

recommendations

HyperQuality 2013

Overall Synopsis

HyperQuality 2013

Overall Synopsis
Overall

Sales performance 98% (Any one of the offers is accepted)

OmegaQ 99%
Probiotic Advantage 98%
Trilane 92%
Rebuttal is offered on 62% of the calls where objection was raised on
main sale offer
Agents do not offer upsell on 4% Calls where main sale have been
accepted
Upsell is accepted on 23% of the calls (when offered)
Autoshipment is offered on 97% of the calls & acceptance rate is 45%
HyperQuality 2013

Overall Synopsis

Agents sounded pushy on 10% of the calls

Level 1 7%

Level 2 3%

Specific time of the day has no impact on pushy sales

Opportunity areas on Agent Behavior are Interruption, Readiness &

Rushing the call

Overall Customer Experience is at 91% (Good & Average)

Agents didnt follow the call flow on 13% of the calls

HyperQuality 2013

Data Analytics

HyperQuality 2013

Volume Analysis
Volume

99%

98%

Overall Sales

Last Resort & Downsell are

the direct opportunities to
be converted in Main
Offer

92%

Sales Conversion

Volume of OmegaQ was kept at 60%, Probiotic Advantage at 30% & Trilane at 10%
Overall Sales is at 98% and lowest sales conversion is for Trilane at 92%
HyperQuality 2013

Sales Performance Study

HyperQuality 2013

Main Offer
Opportunity
Opportunity 1
1

Offered

Opportunity
Opportunity 2
2

Objection

Rebuttal

Enterprise

Accepted
0%

OmegaQ
Probiotic Advntg

Trilane

Main offer wasnt offered on 2% of overall calls

All the objections are not being handled through rebuttals. There is a 37%
opportunity on overall calls

HyperQuality 2013

10

Downsell
Opportunity
Opportunity 3
3

Offered

Opportunity
Opportunity 4
4

Objection

Rebuttal

Accepted

Enterprise
OmegaQ

Probiotic Advntg
Trilane

Main offer wasnt offered on 8% of overall calls

All the objections are not handled through rebuttals. There is a 46% opportunity on
overall calls

HyperQuality 2013

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Last Resort
Offered

Objection

Rebuttal

Accepted

Enterprise
OmegaQ

Probiotic Advntg

NA

NA

Trilane
Agents are offering the last resort to all the calls wherein customer didnt accept
Main Offer or Downsell and all the objections are being handled through rebuttals
HyperQuality 2013

12

Up Sell(OmegaQ)
Opportunity
Opportunity 5
5

Offered

Objection

Opportunity
Opportunity 6
6

Rebuttal

Accepted

6 Months Offer

3 Months Offer

1 Month Offer

There is an opportunity of offering 3 Months Offer on 6% calls for 3 Months Offer

in OmegaQ
All the objections are not being handled through rebuttals
HyperQuality 2013

13

Up Sell(Probiotic Advantage)
Opportunity
Opportunity 7
7

Offered

Objection

Opportunity
Opportunity 8
8

Rebuttal

Accepted

6 Months Offer

3 Months Offer

1 Month Offer

There is an opportunity of offering on all offers ( 6, 3 & 1 Months)

All the objections are not being handled through rebuttals
HyperQuality 2013

14

Autoshipment
Offered

Opportunity 9

Opportunity
Opportunity 10
10

Objection

Rebuttal

Accepted

Enterprise
OmegaQ

Probiotic Advntg
Trilane

Autoshipment wasnt offered on 4% of overall calls

All the objections are not being handled through rebuttals. There is a 19%
opportunity on overall calls

HyperQuality 2013

15

Cross Sell (OmegaQ & Trilane)

OmegaQ

Heart Healthy MV

Trilane

Offered

Trilane Rej Eye Cr

Opportunity 11

Opportunity
Opportunity 12
12

Objection

Rebuttal

Accepted

Probiotic Solutions

Trilane Gentle Clns..

There is an opportunity of offering on all Cross Sells

All the objections are not being handled through rebuttals
HyperQuality 2013

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Cross Sell (Probiotic Advantage)

Offered

Opportunity 13

Opportunity
Opportunity 14
14

Objection

Rebuttal

Accepted

Digestive Enzyme

Daily Basics Plus

Dr. Williams N/L

There is an opportunity of offering on all Cross Sells

All the objections are not being handled through rebuttals
HyperQuality 2013

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Objection & Rebuttal Study

HyperQuality 2013

18

Objection Handling
Opportunity 15

Success

0%

37%

20%

28%

13%

Agents couldnt find the exact objection on 43% of the times to decide the
appropriate rebuttal
Discussing the Benefits pertaining to Finance and Product is the most successful
rebuttal
HyperQuality 2013

19

Agent Behavior Analysis

HyperQuality 2013

20

Behavior Analysis
Opportunity
Opportunity 16
16

Major opportunity areas

Interrupting the
Customer, Pushing the
Sales, Pace of the
Call & Confidence
Agent follow hold
procedures on 64% of
the times (on 2% overall
applicable cases)

HyperQuality 2013

21

Customer Experience

Pushy Sales

Good

Average

Bad

Majority of Non Converted Sales include

Customer Irritations & Rudeness
Customers hung up on 1.5% of total calls
because of irritation and anger
HyperQuality 2013

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Recommendations

HyperQuality 2013

23

ROI (Offer on All Opportunities)

Product

Monthly
Volume

OmegaQ Plus
Probiotic
Advntg
Trilane

Total

Product

Current
Conversion

New Sales
Opportunities

Offer Value

Monthly

Annually

2%

29%

0.6%

$128.53

$7,638.87

$91,666.46

2208

3%

20%

0.6%

$107.10

$1,418.86

$17,026.33

1984

1%

51%

0.5%

$79.97

$809.17

$9,710.02

$9,866

$118K

Monthly
Volume

Downsell
Opportunities

Current
Conversion

New Sales
Opportunities

Offer Value

Revenue Improvement
Monthly

Annually

10247

4%

84%

2.4%

$67.47

$16,493.21

$197,918.47

2208

13%

66%

6.9%

$56.22

$8,508.81

$102,105.66

1984

24%

71%

8.3%

$54.98

$9,103.63

$109,243.59

$34,105

$409K

14439

HyperQuality 2013

Revenue Improvement

10247

14439

OmegaQ Plus
Probiotic
Advntg
Trilane

Total

Main Offer
Opportunities

Product

24

Annaul Revenu Improvement

ROI (Rebuttal On Each Objection)

Product

Monthly
Volume

OmegaQ Plus
Probiotic
Advntg
Trilane

Rebuttal Opportunities Rebuttal Success New Sales

Order Value
(Main Offer)
Rate
Opportunities

Monthly

Annually

85%

36%

28%

8.4%

$128.53

$110,587.69

$1,327,052.25

2208

97%

87%

41%

15%

5.2%

$107.10

$12,273.11

$147,277.33

1984

99%

66%

35%

40%

9.1%

$79.97

$14,513.63

$174,163.51

$137K

$1.65MM

Product

Monthly
Volume

Offers

Objections

Rebuttal Opportunities Rebuttal Success New Sales

Order Value
(Downsell)
Rate
Opportunities

Revenue Improvement
Monthly

Annually

10247

96%

18%

49%

18%

1.1%

$67.47

$7,481.32

$89,775.82

2208

87%

27%

40%

20%

1.9%

$56.22

$2,332.72

$27,992.66

1984

76%

32%

50%

20%

2.4%

$54.98

$2,652.83

$31,834.00

$12,466

$149.5K

14439

HyperQuality 2013

Revenue Improvement

98%

14439

Total

Objections

10247

Total

OmegaQ Plus
Probiotic
Advntg
Trilane

Offers

Product

Annaul Revenu Improvement

25

Recommendations
Agents

must offer all the offers for all products

Agents

should probe enough to identify the exact objection

Rebuttals

must be offered on all objections

Explaining

Features and Financial benefits is the most

successful rebuttal

Offers

HyperQuality 2013

should be made after understanding the requirements

26

Annexure

HyperQuality 2013

27

List of Pushy Sales Call

Pushy Sales Calls

HyperQuality 2013

28