Client
Lanson Homes
Industry
Property development
Solutions
Developing a customer centric salesteam
A property development company with a strong and clearly defined brand personality, Lanson Homes wanted to develop a sales team with strong skills in customer-focused, value-laden selling.
Skill4's initial step was to identify the current sales process and continually ask the question 'What's in it for the customer?' It is essential to recognise the size of the commitment being sought when dealing with the sale of a new home, and the key to success is a tailored solution which generates confidence and commitment from the earliest moment. By aligning the Lanson Homes sales process with a model of the customer's buying process, Skill4 developed a customer-centric sales model which recognises the customer's key issues and concerns at each stage, and builds a solution which maximises customer value and satisfaction.
This approach has been applied throughout Lanson Homes, providing a framework and skills model for both the internal sales function, dealing with customers' enquiries remotely, and the external team who manage the face-to-face interactions. This synergistic approach reinforces the brand identity at every customer touch-point.
