E-Bay Enterprise (formerly GSI Commerce) is a major outsourcer for approximately 40 major online and catalogue retailers, and 500 clients worldwide, including Godiva Chocolatier, Keurig Coffee, Kate Spade, Dick’s Sporting Goods and NFL Shop.
The E-Bay Customer Service Representatives were excellent at providing customer service and were trained for in-bound order taking. The Representatives had resistance to up-selling and cross-selling, because asking for additional sales was perceived as “being pushy.”
McKee Consulting provided on-site instructor-led training and individualized coaching, on Training Customer Service to Sell. This included soft skills training on up-selling and cross-selling. Using the LAMA technique, we obtained buy-in for polite ways of presenting and closing add-on sales.
The CSRs loved the training and easily used the LAMA technique to make recommendations and suggestions for additional products to close more sales. Prior to the training, the in-bound conversion rate was 28%. After the training, the in-bound conversion rate increased to 47%. The units per transaction also increased dramatically. Management was so impressed with the results, that they then purchased a multi-year license to train their trainers on how to teach the LAMA technique and The Positive Coach Approach. Their trainers are currently training and coaching thousands of agents and supervisors throughout E-Bay Enterprise. The LAMA Training is also a major component of their new hire program. McKee Consulting continues to partner with E-Bay Enterprise, working with their instructional designers to produce web-based training courses.