A day of training for the eFlorist Contact Centre team

Posted by Dan on 11/11/10 14:12

Here at eFlorist, we are constantly assessing how we can increase sales, increase the average order value and produce higher product order levels for eflorists to execute, so earlier this month we brought consultant Tim Huckabee over from America for the first in a series of training sessions to this end.

Tim’s first task was to train the Contact Centre team with the aim of increasing AOV and offering better customer service, both of which will benefit eFlorist florists.

“The training that Tim presented has already started to prove successful,” commented Andy Grant, Contact Centre manager, “With an immediate increase in up-sales after just a morning of training!”

“Tim’s strategy was to create a team of experts not order takers and I think he’s definitely succeeded as the average order value is up by 25%. Prior to the training the average value per order was £33 and just 3 days later it is £42-43.”

As an example two of the team made particularly good up-sales converting an expected spend of £100 to one of £275 and upping a 6 x £25 to a 6 x £40 – total value of £240. And of course up-selling here at the Contact Centre means more business for florists. That can’t be bad.

Now the Contact Team are engaged in mini competitions to see who can up-sell the most/increase their average orders by the most. Incentives will be introduced to keep the team motivated.

In this first programme of training, Tim has already promoted the use of three product price points to facilitate up-selling and this is reflected in the new Christmas point of sale which eFlorists will receive in time for the launch of the range on 22nd November. This will be a very useful tool for up-selling within florists’ shops.

Tim will be back again within the next month to give the Contact Centre team a motivational boost for the Christmas sales period and this will support eflorists over the busy peak period.

In the new year Tim will provide training for eFlorist Area Sales Managers and present a webinar for florists, giving an insight into the techniques involved in up-selling. Of course we will give you more information about this when we have a date and include details of how you can participate.

Tim Huckabee spent several years working in a New York flower shop (www.surroundingsflowers.com) on the customer service side before starting up his consultancy business in 1997. He will continue to offer on-going support and motivation to the Contact Team.

Topics: eFlorist News