Argos "Sales Through Service" for Live Chat Agents - Davies Group
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davies-group.com/learning Davies Learning Solutions
CASE STUDY
LEARNING EXPERIENCES
Argos
”Sales Through Service” for Live
Chat Agents
davies-group.com/learning Davies Learning Solutions
13% uplift on volume of 9% increase in CSAT Overall learning
sales through service. scores for STS Live satisfaction and retention
Chat teams. at 97.7%.
Overview The Delivery
Over the past four decades, Argos has grown to From this analysis, a two-day interactive Sales
be one of Britain’s most well-known retail brand, training course was developed. The programme was
employing more than 50,000 people in stores, constructed with four half-day modules that could
contact centres and offices across the UK. Initially be delivered as two full days of training or divided
famous for electrical goods, jewellery, toys and up as required. The initial delivery was completed
homeware, the product range has grown to more by our expert facilitators who engaged the Argos
than 60,000 items sold online and via 840 stores. staff with memorable sessions. Davies Learning
Solutions worked closely with the Argos internal
Customers today have immensely high expectations Learning team to ensure the programme could be
for the retail outlets they frequent. With brand sustained and replicated for new joiners. Additional
allegiance fading, companies must “wow” their refresher modules were also built to be deployed
customers by going the extra mile to increase periodically by Argos.
convenience and shopping experience. This was the
case when Argos came to Davies Learning Solutions
looking for ways to maximise the value in customer
conversations over the telephone and web-based
live chats. The project focused on using a “Sales
through Service” approach when engaging with
customers over these channels.
The Approach
With customer advocation and increased sales at
the foundation of our solution, we completed a
“deep dive” into Argos’ training systems, people
and processes. This included: listening to calls,
reviewing chat transcripts and running focus
groups to understand the cultural views on selling.
Simultaneously, we reviewed the tools and systems
that would best support employees to find “natural”
ways to suggest alternative products for those that
were out of stock and suitable add-on products that
would increase basket size.
Davies Learning Solutions - Case Study 2
davies-group.com/learning Davies Learning Solutions
Our Learning sessions included:
Confidence Building Conversation Skills
• Building a mindset shift. • Building rapport.
• Reviewing scenarios where we could • Active listening.
have saved the customers time and • Questioning for understanding.
delivery changes.
• Positive language for both telephone
and Live Chat.
Product Alternatives and Add-Ons Advanced Selling
• Range review. • Showcasing the range which included
• Customer pain points. services and offers specific to each
customer.
• Agent empowerment, “what
alternatives can I offer?” • Being nimble with the conversation.
The Feedback
Argos employees scored the Davies Learning Solutions training a score of 97.7% on several measures
including its structure, relevance and value of practical activities/application.
This engaging and memorable learning left Argos delegates feeling confident and inspired to increase sales
through even better customer service.
“One of the best training courses I have had from Argos in the twenty years I have worked here!”
Argos Customer Service Specialist.
The Results
Our sales programme had the key aim of helping people create the best customer experience possible.
Through detailed analysis, bespoke and thought led design, we were able to achieve the following results:
• 13% uplift on volume of sales through service.
• 9% increase in CSAT score for sales through service live chat teams.
• And an overall learning satisfaction and retention rate of 97.7%.
The results were only the start of the successes for our client: as the learning continued to be embedded and
sustained, the results increased further.
Davies Learning Solutions - Case Study 3
davies-group.com/learning Davies Learning Solutions
We’re available to talk about all things learning, so
please get in touch and let’s make a difference!
Lee Russell
Head of Client Solutions
+44 (0)7831099317
lee.russell@davies-group.com
Lee Russell
DISCLAIMER: This document is intended for general informational purposes only, does not take into account
the reader’s specific circumstances and is not a substitute for professional advice. Readers are responsible
for obtaining such advice from licensed professionals. The information included in this document has been
obtained from sources we believe to be reliable and accurate at the time of issue. The issuer disclaims, to
the fullest extent permitted by applicable law, any and all liability for the accuracy and completeness of the
information in this document and any acts or omissions made based on such information.
No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or
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commercial purposes without the written permission of the copyright holder.
The Davies Group logo is a registered trademark and is used under licence. Copyright © (2021). All rights
reserved. Telephone calls may be recorded.
Davies Group Limited (Company Number 6479822). Registered office: 7th Floor, 1 Minster Court, Mincing
Lane, London, EC3R 7AA
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