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Improving Sales and Customer Experience

“Stop Selling. Start Serving”

Eli Davidson

“Know what your customers want most and what your company does best. Focus on where those two meet.”

Kevin Stirtz

Do our customers buy from us, or do we sell to them?  Our mindset informs our whole approach, how we communicate with our customers and the service we provide to them.

Impromptu has supported sales and customer service training programmes across a broad range of clients – motor, manufacturing, catering and hospitality, financial services, FMCG, high street retail.

Our solutions have included creating personalised role-play scenarios, multi-layered business simulations and high impact forum theatre pieces for conference events.  The golden thread though all of our interventions is practical skill development across a range of critical sales and customer service behaviours - listening, asking questions, building rapport, demonstrating understanding of customer needs, matching appropriate benefits.

We have helped individuals develop their consultative selling skills, worked with Sales Managers on motivating and engaging their teams and created programmes that help clients build collaborative, end to end sales behaviours across their sales, customer service and operations teams. 

Impromptu Insights

I’m thinking about two contrasting experiences of delivering leadership simulations in the not too distant past. In one, the participants appeared open, curious, disposed to embrace the opportunity, willing to talk candidly about their vulnerabilities and personal challenges. In the other, consistently the attendees presented as guarded, suspicious, defensive, judgemental and some appeared decidedly cynical, critical or antagonistic. What was the difference?
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