Driving competencies for up selling

Organization: A 700+ crore OEM in the power industry. A leading industrial steam turbine manufacturer, with a dominant market share of over 60% in India serving diverse industries like Biomass IPP, Municipal Solid Waste IPP, District Heating, Palm Oil, Paper, Sugar, Naval, Textiles, Metals, Cement, Carbon Black, Solvent Extraction, Pharmaceutical, Chemicals, Petrochemicals, Fertilizers, Oil & Gas Municipal Solid Waste based Independent Power Plants (IPPs), and Captive Power Plants (CPPs).

Engagement purpose: Up selling by service engineers as an important growth strategy contributing 40% of sales revenue. On the one hand, service is a fast paced job dealing with huge number of parts and ensuring business continuity for customers. They are responsible for maintenance, problem diagnosis and resolution, compliant handling, fire fighting amongst others… This is what they know and most of them are programmed for problem resolution. On the other, they are required to generate substantial revenues for the organisation requiring a very different mindset and capability.

Method: Individualised Value Proposition (IVP) method to enable “customer success” for up-selling through assessments, coaching and learning programs.

Start point of the engagement : Competency assessment rating – Revenue generation skills of service engineers rating “below average”

Key components of our engagement: Moving from a service mindset to revenue generation mindset to up sell. Drove inner realization amongst service engineers for the “need” to change along the “desired” competencies .

The program was designed to parallel the “actual” business scenario of the organization and required the participants to exhibit the identified competencies in their respective workspaces throughout the engagement.

Focued on developing relationship based selling skills in service

Provided frequent access to the organisations big picture that resulted in buy-ins. Appreciating the need to generating revenues from spares and service eased adaptability and adherence to processes and systems that assist in revenues generation.

Brought a strong relevance between service quality and spares generation. Bad service would mean leaving opportunities for revenue generation on the table.

Accomplishment: Competency assessment rating – Revenue generation skills current rating “Good”.

Category : Case Studies

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