Transformational Sales Capability
An international retailer aimed to evolve its sales strategy from a transactional to a relationship-focused model to improve customer experience, sales, and loyalty. To support this transformation, The ROIG Group was hired to help the retailer implement C.R.E.A.T.E. and L.E.A.D., ROIG’s full consultative sales and leadership frameworks.
Sales Success Story
THE CLIENT: An international specialty omni-channel retailer
THE CHALLENGE: Evolve the selling model from a transactional model to a consultative model (one centered on cultivating deeper customer relationships).
THE GOAL: Enhance the customer experience, increase long-term loyalty and lifetime value, boost sales performance.
​
THE ROIG SOLUTION: Implemented ROIG’s holistic 9 Elements of a Sales Capability.
Deployed our C.R.E.A.T.E. Sales Model across 2,500 sales
team members
Unleashed ROIG’s A4 (Acquire, Accelerate, Assess, Align)
Talent System
Overhauled the sales Rewards System (commission/bonus).
Installed our L.E.A.D. performance coaching system across 500 sales leaders
Reoriented their Retail Operations around the new systems.
Launched an interactive Learning Platform (training, best practice sharing, etc.).
Established Performance Analytics to understand key performance drivers.
Created a centralized Sales Development capability.
Implemented a new
Recognition Program.
​
REMARKABLE RESULTS
-
Retailer won multiple consecutive national customer service awards
-
Net Promoter Score (NPS) jumped from -2% for customers who experienced “no contact” in store to an outstanding +83% when customers engaged fully with CREATE sales model
-
Average Selling Price (ASP) for core products increased by 20% over 5 years, translating to a CAGR of nearly 5%
-
Average Basket Size grew by 10%
-
Discounting rates decreased by 640 basis points
​
IMPORTANT INSIGHTS
-
Installing a new sales model isn’t enough; a full sales capability model was critical to achieving remarkable results
-
Teaching the sales team how to “slow down the sale” is a game-changer
-
Transformation management (not just project management) is critical to successful full-scale adoption
​
​
Call
(952) 417-6394
Visit
6400 Flying Cloud Dr #110, Eden Prairie, MN 55344