Smoove's aim was to enhance their engagement strategy and boost conversion rates with their primary clientele, mortgage brokers. However, the brokers' heavy workloads and varied priorities were causing a lack of confidence in the team's engagement efforts, subsequently impacting their sales performance.
With nineteen years of expertise, Smoove has been revolutionising the software solutions space, providing unparalleled options and efficiency to the housing market. Their innovative products have significantly streamlined operations for home movers, conveyancing professionals, and estate agents, facilitating time-saving and enhancing communication between all involved parties.
The Smoove team's main goal is to contact mortgage brokers throughout the UK, encouraging them to utilise property technology solutions. The team comprises diverse experience levels, ranging from experienced sales professionals with over 20 years of mortgage broker experience to university graduates.
Smoove's sales team faces several challenges in communicating with their target audience, mortgage brokers, via telephone. These brokers are incredibly busy individuals, and engaging with them has, in the past, proved difficult as Smoove's offerings may not be their main priority. Additionally, the Smoove team struggles to assert their value during interactions due to the brokers' competing priorities, leading to a need for a mindset shift within the team.
Overcoming these challenges requires Smoove to find ways to capture the brokers' attention, foster meaningful engagement, and confidently convey their value proposition during conversations.
Furthermore, using their skilled data analyst team, Smoove can track conversation outcomes to gauge the likelihood of securing sales. Despite initial progress before Pareto's training, they wanted to refine their approach further to achieve greater success. Their primary goal focused on optimising conversations to boost the probability of customers purchasing their products.
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Build confidence and change the mindset of the team when engaging with new and existing customers.
Increase the number of calls accepted by clients.
Increase the number of successful sales per interaction.
One of the team's biggest challenges was a fear of disrupting their customer's busy schedules, impacting the team's confidence in engaging with clients. By changing the approach to the call, particularly the initial introduction, Smoove have seen engagement levels increase.
In October and November 2023, the number of people engaging in telephone conversations was less than 20%. Following the training, Smoove have seen this increase to 25% in January 2024. This success shows that clients see good value in engaging in conversation with the team.
The change of mindset, behaviours, and engagement success has seen Smoove’s data show that the team averaged a sale from every 10 customers they had spoken to. Following the training, in January 2024, five team members averaged a sale out of every three conversations.
Following their recent training session, Pareto encouraged the team to implement biannual SMART targets for each sales agent. During quarterly reviews, progress against these targets is assessed. If targets are missed, then analysis is conducted to understand why, potentially revisiting training topics or exploring new angles. Through this structured approach, the team continuously strives to meet and exceed their goals.
The Pareto training sessions have also equipped the team with enduring skills that extend well into the future, significantly enhancing their career advancement prospects.
