R.C. Leffke & Associates, Inc.
Sales & Customer Retention Strategies
Hello.
We're exactly what you need
We provide consulting and training solutions to sales, customer service organizations, and call centers, focusing relentlessly on boosting the key metrics that matter most to your business.
With over 28 years experience in coaching and the development of people within both large and small organizations we have the tools necessary for increasing customer service, sales, customer retention and organizational strategies. We are committed to tapping the unrealized potential that currently exists allowing increased contributions towards results.
Our experience and expertise in changing behaviors and imparting skill sets allow us to bring an outside perspective and best development practices to create the greatest movement of revenue generating opportunities and growth.
We are so confident in our approach; we are willing to share the risk in projects we engage, ensuring an even higher level of success.
R.C. Leffke & Associates, Inc. All rights reserved 2009
Years of time tested service
Rick has been working with clients to increase their sales and customer service efforts for over 25 years
in the roles of sales strategist, sales manager, sales coach and trainer.
Rick owned one of the largest training franchises of a world-renowned international training organization, growing sales by 163% in a 5-year period. He was consistently a top award winner being recognized in the top 5% of the worldwide 1,000 person sales force every year. Rick is a also a top performing sales coach assisting sales people in their quest to be on top.
Rick Leffke is one of the most dynamic sales coaches in the sales and service arena. He is
also an author and motivating speaker. Rick has developed and implemented hundreds of selling strategies for clients such as AT&T, The Miami Herald, The San Francisco Chronicle, Cox Communications, J P Morgan Chase and Nokea. Over 30,000 sales people have had the opportunity to attend many of the different workshops that Rick has created for clients.
Rick lives in Dallas, TX with his wife, Deb.
This is what we do
"We provide sales strategies, customer service and sales training and consulting to customer service organizations, and call centers. We focus relentlessly on boosting the key metrics that matter most to your business. "
The performance improvement plan typically consists of the following steps:
Senior management commitment/leadership meetingIdentify top performing best practices at all levels
Develop a customized training program with client involvement and feedback
Perform sales skills training for salespeople and/or customer service representatives, sales managers and service managers
Conduct Sales Coaching for Managers training on how to reinforce best practices and drive results.
Follow through with sales managers to ensure lasting execution and continued results.
Scoreboard to quantify results and to hold people accountable to execute the performance improvement plan.
Measure specific results to determine the return on investment.
...Initiatives are achieved through a customized solution programs based around company, industry, and cross-industry relevant best practices.
Five Steps to Success
1. Commitment
Set Expectations for Results
We begin each sales training and coaching project with a Commitment Meeting at which all key stakeholders are present. Senior management sets expectations for results and establishes measurable project goals, time-lines, and responsibilities.
Instill an unwavering commitment and enlist involvement from all key players
At the Commitment Meeting, each key executive pledges to stay the course until the desired outcomes of the sales training program are realized.
Gain Buy-In At All Levels, From the Top Down
At this early stage in the project, each senior leader makes his or her individual commitment to the long-term success of the sales team and agrees to advocate for the initiative for the long term
2. Best Practices
Identify and Document Top Performer Skills, Behaviors, and Attitudes
Our consultants spend significant time with the client team members who perform the job at the highest level. We document sales skills, attitudes, behaviors, and activity levels until it is clear which best practices are common across top performers.
Build a Sales Training Program Based on Top Performer Methods and Practices
We synthesizes best practices content into a transferable format that can be learned by sales people and customer service people at all levels. The customized sales training program content is typically a combination of company, industry, and cross-industry best practices.
Transfer Best Practices to All Team Members Via Instructor Led Training
Sales training program content is transferred to every person in the organization who does the job via a blended approach of pre and post event instructor led training.
3. Coaching
Managers Participate in Instructor Led Training to Build Coaching Skills
The managers participate in a customized best practices sales coaching program. The coaching program teaches follow-up skills and accountability so that managers are able to reinforce best practices, drive performance improvement and train new employees.
Managers Transfer Best Practices to Top Performers
Managers become credible experts at doing the job and at teaching the job so that they can continue to coach their sales people or customer service associates toward performance improvement around key metrics.
Managers Receive Coaching to Hold Team Members Accountable to Execute Best Practices
As the initiative launches, The consultants have a follow-up plan with managers to assure managers are holding their team accountable.
4. Execution
Managers are Trained to Execute the Coaching Game Plan
Our consultants spend time individually with managers and do their job with them to coach the coach and ensure proper follow-up.
We Follow Up With Managers to Share Challenges, Success, and Best Practices
We host conference calls on which senior management and managers participate to share new best practices through the follow up stages of the project. Summaries of each call are documented and distributed to all team members.
Through Follow-up, We Keep Managers On Track, Staying the Course and Overcoming Obstacles
We maintain a clear focus on the top performing behaviors in your sales people, service people, and managers until best practices become habitual and built into the team culture.
5. Accountability
Create Urgency Around the Most Critical Metrics
We continue to check in and hold key managers accountable for driving performance in the key areas.
Promote the Visibility of These Important Metrics and Results Through All Levels of the Organization
On conference calls, by e-mail, in one-on-one goal setting meetings and on a scoreboard, every team member shares his or her results. This consistent clarity is key to performance improvement.
The Difference
Every consultant at R.C. Leffke & Associates, Inc. is a salesperson and has considerable sales and sales management experience prior to joining us. Were a unique consultancy because our people establish credibility and have the ability to empathize with your sales team.
We customize all of our sales training initiatives based on your companys top performer best practices. Accordingly, when your team members participate in our sales training programs, they always feel that the course is relevant for them.
We pride ourselves in delivery excellence with a sales training program that is 90% interactive, so your sales team will remain engaged and enjoy the process of improving their sales skills.
We conduct site visits in which we spend time with your sales team members (at no cost to you) prior to creating a sales training proposal. This enables you to receive a customized proposal that addresses your specific needs. It also enables your team to gauge the personality fit between your organization and our company.
R.C. Leffke & Associates, Inc. follows up with your sales managers after the initial introduction of a sales training course. This approach enables the sales team performance improvement to be sustained by the companys managers internally.
Here's who we work with
"The more you focus on your client's revelation,
the more likely you are to meet your needs and goals."
"Rick is an exciting call center coach and trainer with a high drive for excellent quality and performance. He is an excellent classroom trainer but his methodology for moving training beyond the classroom to the call center floor was a tremendous help. All of our agents welcomed Rick's coaching, which is not always the case when working with a consultant. I'm glad to recommend Rick to you or your organization.." Morgan Boardman - Viscern
"Rick is by far the best trainer/consultant/coach I have ever had the pleasure to work with. I have used Rick numerous times with several different teams, all with fantastic results. I continue to be impressed with Rick's creative ways, ease of connecting with people and ability to get the best out of everyone. He is truly an expert and I highly recommend R.C. Leffke & Associate, Inc."
Magnus Friberg - Smart Trust
We deliver the message
R.C. Leffke & Associates, Inc. wants to help make your next corporate meeting, conference or tradeshow a huge success. If youre looking for a motivational or keynote speaker who will connect with your audience while sharing with them solid strategies to help them reach their professional and personal goals, then look no further.
We work with corporations, non-profits and other organizations in identifying the right speaker and content for your event. We understand that your event is unique, and will custom-design our presentation to meet your organizations needs.
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TEL: 469.222.7677
