ContactPoint provides NGA members a free customer service and sales call evaluation through a mystery shopping offer.  ContactPoint provides the tools to increase sales from every inbound or outbound customer call.  A study of over 10,000 sales calls found representatives that use best practices (scoring at 80-100) close 3 to 4 times more sales than those that do not use best practices (scoring 20-40).   

See how your locations rate and calculate the opportunities to improve sales with this free NGA offer, Rate My Shop.

• Gain insight into how your customers perceive your business.
• Find out where money is being lost.
• Hear what your customers are hearing.
• Receive a valuable tool for training.
• Discover problems before your customers do.
• Learn how to convert more phone calls into sales.

NGA Members also receive discounts on ContactPoint tools that increase sales.

Sales and Service Training
ContactPoint conducts an on-site training with your team to ensure they understand and embrace the key sales skills necessary for increased revenues.  Jointly the criteria are developed for a best-of-the-best sales call.

Call Recording or Secret Shopping for Monitoring Progress
ContactPoint records actual customer calls using your current VoIP system or our patented call-recording device. Customer calls are captured and uploaded to our secure website where they are scored based on the skills taught in training.  ContactPoint will also conduct mystery shopping calls and post the scored calls to the secure site.

Sales Coaching
ContactPoint uses the recorded phone calls to conduct one-on-one coaching sessions with your employees. These sessions are focused on how well the employee is performing the specific skills taught in training. At the end of the session, a specific goal for improvement is set and the employee is held accountable for that goal in the next session.

Analysis & Reporting on Progress
ContactPoint provides multiple online reports, including a real-time dashboard showing performance and trends. The reports are fully configurable and provide highly valuable information, such as:

• Closing ratios
• Effects of key skills on closing ratios
• Weaknesses and vulnerabilities to competitors
• Data to calculate ROI

In addition to these member services, ContactPoint also created Customer Service courses tailored to the glass industry. These courses cover Inbound Sales Calls, with an Outbound Sales module due out by the end of 2009. Available exclusively on MyGlassClass.com, these courses cover the following topics: Introduction to Customer Service and Sales, Create a Connection with Your Customer, Questions: Communicate that You Care, Entice the Customer to see Value, and Commit to the Next Step. The MyGlassClass.com course catalog has more information.

Contact Jason Wells at sales@contactpointsolutions.com or call 866/468-0900 x102.