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With advancements in technology, how can enterprises keep up and ensure that their offerings are still relevant? For Concorde Security, the organisation sought to shift from providing security guards to providing security solutions. To do so, it was necessary to redesign its service offering and re-train its sales staff. They embarked on an LEA project under the NACE@IAL initiative in 2019.
Read to find out more from Ms. Belinda Ng, the Project Champion.
Achievements
Through this project with NACE@IAL and our Certified Workplace Learning Specialist (CWLS), we were able to achieve the following in our workplace transformation project:- Increased sales revenue by 20 times within 8 months
- Increased the retention rate of sales staff by 5-fold
- Successfully inculcated a ‘ winning’ mentality among our sales team
"Through the coaching by IAL’ s Certified Workplace Learning Specialist (CWLS), I saw a significant improvement in the behaviour of our Sales Team, especially so in our Head of Sales. In addition, there was a significant increase in sales revenue. Our appointed CWLS was also able to help each sales team member be clearer on their responsibilities. Kudos to our appointed CWLS!"
- Mr. Alan Chua, Executive Director
Challenges
Prior to the project with NACE@IAL and our Learning Specialist, we were faced with a high turnover rate of sales staff and had difficulty attracting competent and talented people to handle sales. In addition, we did not have a common and agreed sales process put in place. It became evident that workplace learning interventions had to be implemented. This will effectively train new hires, refresh and realign our sales team to their roles and responsibilities following the redesign of our service offeringInterventions
With the coaching and guidance of IAL’ s Certified Workplace Learning Specialist (CWLS), we successfully implemented a system that would allow us to retain our hires and enable our sales team to perform competently in their roles. The following interventions were put in place:- Implementation of a new sales approach: 5-Ds (Discover, Diagnose, Design, Decide, Deliver)
- Identification of competency gaps and introduction of learning methodologies
- Realignment of roles and responsibilities of our sales team
- Establishment of an onboarding process for new hires
- Implementation of coaching, mentoring, and job-shadowing for current sales staff
- Implementation of sales tracking through sales pipeline and weekly activity reports
- Creation of sales tools such as elevator pitch, sales deck, success stories, and email templates