How to implement a consistent sales process

A sales process consists of more than the steps needed to persuade potential customers to make the purchase. For most businesses, the sales process begins with their salespeople learning about the...

Employee referrals in your recruitment programme

Employee referrals account for most external hires, in fact, referrals now outnumber hires from company career sites, social media sites, and big job boards. It has been shown that referred employees...

Are you losing customers over the phone?

Did you know? Recently, Op2ma did a phone audit on 12 leading automotive brands covering more than 60 dealerships in Australia. The purpose was to discover how dealerships, in general, handled the...

How to build a customer-centric organisation

An interview with Peter Nochar of Harley-Davidson Australia I have been with Harley 5 years and in fact like other employees with the same tenure it is marked with a small gift...

The Art of Service Recovery

Any sales or service organisation will at some time or other lose sales, or more accurately, lose customers. Losing customers is normal. However, accepting these losses as normal is not acceptable....

How to create outstanding customer service in your company

An organisation that focuses on maximising customer satisfaction, and bases its function on the principle that its success depends on its customers, might be considered customer centric. This organisation makes its...

Designing an effective Sales Compensation Plan

Sales compensation is an important part of motivating the sale team and boosting revenues. To serve its purpose, an effective sales compensation plan must be built to keep salespeople on track...

Building Trust in the Workplace

Business owners and managers are always looking for ways to increase productivity and retain quality employees. One important factor is the element of trust in your company culture and workplace. Studies...

Fostering creativity in the workplace

How can a successful team be more successful? How do you improve radically instead of just incrementally? To realise that potential, you need to build a creative work environment that brings...

How to encourage job ownership

Taking ownership of your job is an essential trait of responsible employees, and necessary for an organisation’s success. Committed employees don’t “just do it” but often consider what needs to be...