Rhinoplasty Clinic in Guildford increases telephone conversion rate by 93%

Background:

A cosmetic surgery clinic that specialises in nose reconstruction in Guildford hired us to increase their telephone sales.

Problem:

The rhinoplasty clinic’s call to appointment conversion rate before training was 44% and the client did not know why they were not converting on the telephone. We conducted mystery calls to evaluate how operators were interacting with callers. When analysing those calls with our standardised call quality tool, we noted that salespeople were not asking enough questions about the prospects motivations and consistently inviting people to come in for appointments. Instead, they were more focused on discussing the details about their service, while leaving prospects to determine next steps on their own.

Solution:

After preparing a customised training program to address their telephone selling weaknesses, we delivered one day of training. All participants reacted positively after training. They specified that they benefited especially from the Objection Handling, Opening and Closing Training and that they would recommend others to the training course. Most of them also said that they feel a greater level of confidence in performing their job role after attending the training.

Result:

Monitoring progress for 3 months post training, conversion rates climbed to 86.96% with some operators reaching levels as high as 91%. Importantly, these results were calculated on the basis of real lead counts (sales conversations). Assuming everything else being equal, the sales team improved by their conversion rates by 93% and the client realised a return on investment of 14:1.