TRO employee spotlight: Christina W., Market Trainer, Nashville

Our training provides retailers’ team members the confidence they need to effectively do their job.

TRO employee spotlight: Christina W., Market Trainer, Nashville

The first time I walked into the store the team members admitted that they hid in the toy section because they didn’t know enough about the wireless product to talk to the customers. I was surprised that some of them had been working in wireless for years and hated doing their job! So the training began. I slowly started to break the ice. After 4 hours I finally managed to get one team member just to stand in front of the small group of people she mostly already knew and simply interact with me. I came back week after week and led by example, greeting the customers confidently and selling phones with the store’s team members by my side. I spent hours walking them through the details of each product and rate plan. I taught them how simple selling can be when you know how to ask the right questions and listen to what the customer is really saying. Now, I love when I walk into their new store and see them working with customers, greeting people confidently and ready to share their new-found knowledge.

Read more: Employee Success Stories

Specialized Wireless Sales in a National Retailer

The Retail Outsource was contracted by a large national retailer and their key wireless carrier vendors. By recruiting, hiring, training and managing our in-store sales associates to high performance, all parties have seen—and continue to see—a tremendous increase in sales and all other key metrics, including ARPU, attach rates and feature sales. In addition to placing sales teams, TRO also manages a team of sales trainers whose have also dramatically improved wireless sales knowledge and process compliance among the retailer’s own associates in stores in which TRO does not have sales staff.

Says Kim Algya, Channel Director of National Retail Accounts at T-Mobile USA, “TRO is an amazing partner with which to do business. Their staffing associates and the leadership structure to support them is knowledgeable and very well organized. As a partner, they are proactive and quickly respond when necessary. I appreciate their partnership in helping us grow our business. Through their staffing and training support in a major national retailer, they have enabled us to both increase our business year-over-year in the high double digits and help all our customers gain access to the best products, plans and value on the market and stay connected to the people who matter most in their lives.”

Read more: Case Studies

Team Woodstock Provides Exceptional Customer Sales Experience

Almost every customer that deals with TRO’s sales team in the Woodstock, GA location leaves with a giant smile. The Retailer associates are very eager to work with us to provide a seamless sales process for the customer. We have been told that we’ve brought the Retailer’s cell phone buying experience to a whole new level by providing first class customer service and general cell phone knowledge.

On our launch day, August 20th, 2010, there was a very nice lady named Gertrude Gray who stopped in and was inquiring about an AT&T Smartphone. She knew that she wanted more than just a basic bare bones flip phone. She wanted a cell phone that would browse the internet and also be able to handle her current email accounts. She noticed the Samsung Captivate and was blown away by the screen! We explained to her that the Super AMOLED screen is like no other phone and is crystal clear even in direct sunlight. She loved that feature and was very curious to know more. So we explained that this phone is an Android phone and will have no problem browsing the web or doing her email. She was absolutely delighted to know that there was a cost effective Smartphone that would seamlessly integrate into her life. We didn’t get the sale that day but she swore up and down that she would be back to get that phone.

Two weeks later we were greeting customers out front of the section and notice Mrs. Gray walking toward us with a HUGE smile. We knew she was here to get that phone. When she got to the section she asked just a few more questions about the Data Packages that AT&T offers. We decided that the 15 dollar package would be just fine and then gave us the green light to activate her new phone. The whole time we were setting up her phone she was just tickled silly about her new phone. She kept acknowledging how much we knew about the cell phone industry and more importantly about her new phone. During the activation we found out that her Grandson was a Director of Loss Prevention for the Retailer. She said she would tell him all about us and how we helped her from start to finish.

After the phone was processed and her account upgraded, we showed her how to download apps from the Android Market and even downloaded an app or two just to show her how whole process worked. We set her emails up with no problems, we showed her how the GPS worked on the phone and I don’t think we could have made her happier. We received a tremendous amount of praise from Mrs. Gray and were told she would send everybody she knew to our store to purchase from us.