Sales Process: What we do

Sales Process Review
Implementing change, particularly in departments where staff members are consumed by the demands of the day-to-day operation is always challenging. Not only that, but it can be difficult without facilitation and external validation. We work with your team in-house to undertake an audit of your existing operation and then continue working with you to implement recommendations.

Methodology
The box office sales process audit uses interviews, observation across all sales channels and mystery shopping spot checks. This enables us to identify any issues with current practice and opportunities to improve effectiveness in delivering overall objectives and, where relevant, to maximise box office income. We present an interim report at which these issues and recommendations are discussed. We then work with you and your staff to create policies and transaction guides or undertake training as required and work on any other key areas identified by the audit.

Outputs

  • Interim report
  • Sales policies (including minimum standards, active selling policies, value descriptors)
  • Transaction guide(s)

Training
We offer bespoke training packages that meet your needs, including train the trainer packages and the option of training front-line staff. We are happy to undertake training in-house or at external venues. Our training for front-line staff focuses on developing the sales culture and active selling techniques, but we can also include elements from management courses such as dealing with difficult people.

Mystery Shopping
We can conduct a full and comprehensive mystery shopping report, providing you with detail on the complete customer experience of your venue from the perspective of a first-time attender. This will take you through the experience of attending your venue step by step and provide a full written report on the experience, including:
  • Finding out about what's on
  • Ticket purchase / box office
  • Pre-purchase information including travel to and arrival at the venue
  • Signage and information
  • Presentation
  • Services and sales (including Front of House, catering and/or merchandise)
  • Overall experience and brand impressions
Our reports also include a recommendations section. This is not typical of mystery shopper reports but we feel this is useful to organisations in taking the findings forwards, rather than simply having a report for the shelf.

Group Sales
We can work with you to identify opportunities for the development of your group sales operation, particularly focusing on increasing income, through increased volume of sales and/or increased yield, and segmentation.

For more information on any of our services or to discuss your specific requirements please email us or call 01223 242100.

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