Sales Rep Proposal by pqx19750

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									Building a Customer-Centric Culture
          (Integrity Service®)

             A PROPOSAL



              Presented by:

               (Sales Rep)



Since their incorporation date in (date), (CLIENT NAME HERE) has become the leading
____________________________________. Their solutions help (target market) with

The purpose of this proposal is to outline a comprehensive solution to support (CLIENT
NAME HERE)‘s ongoing efforts to create a more customer-centric culture. Our proposed
solution supports (CLIENT NAME HERE) goal of improving both internal and external

A. Priority Challenges and Desired Outcomes

 Several key challenges have been identified through our interview process about the
Customer Service Representatives (CSRs):

        1.   a
        2.   b
        3.   c
        4.   d
        5.   e
        6.   f
        7.   g

                                            B. Integrity Solutions’ Engagement
                                        Our Engagement Process guides our actions to
                                        create custom solutions designed to address the
                                        specific needs of our clients. Our recommendations
                                        are derived from gaining insight into each client‘s
                                        business challenges and strategic goals in order to
                                        apply our expertise and proven processes and tools
                                        to help our clients manage the complexities of a
                                        change initiative.

                                        In the ASSESS stage we seek to identify and gain
                                        understanding of (CLIENT NAME HERE) priority
                                        service challenges, organizational and individual
                                        performance gaps and internal barriers to change.
                                        This fact-finding and diagnostic process includes
                                        data gathering and analysis to gain insight into the
                                        organizational and individual performance gaps
that may be hindering (CLIENT NAME HERE) ability to achieve the desired culture change.
We are in the COLLABORATE stage with (CLIENT NAME HERE) leaders to determine the
focus and structure of a solution to minimize and/or eliminate the performance gaps that
may be hinder your organization from maximizing internal and external customer-focus.

The CUSTOMIZE stage involves our integrating your relevant challenges into our solution
design to ensure team buy-in and commitment to improve their effectiveness at problem
resolution and complaint reduction.

In the ALIGN stage we will employ a proven change management methodology and
problem solving tools with your executive and management teams. This will insure the
change-readiness of your organization and increase their support and accountability to
successfully execute this initiative.

In the IMPLEMENT stage a deployment plan is finalized and executed. This typically
involves certifying members of your staff to facilitate and/or champion the behavior change
process and monitor progress.

In order to SUSTAIN the momentum of the change process, and Integrity Solutions Client
Engagement Manager will work with (CLIENT NAME HERE) leadership to develop a plan for
keeping the initiative ―on the front burner‖ in order to achieve desired results. This will
involve the continued use of or our online capabilities, as well as a systemic approach to
tracking key data on the agreed upon behavioral and business impact metrics that will
define the ongoing success of the initiative.

C. Recommended Course of Action

Integrity Solutions has extensive experience serving (state Industry Name / Vertical Market)
organization achieve their desired performance goals. Our most notable long standing
relationships has been with organizations like (companies from similar vertical markets)
which have utilized our various behavior change processes (nationwide/ around the world).
This includes establishing a sales/service culture that increases customer loyalty and

Our recommended solutions to support (CLIENT NAME HERE) desire to reduce the number
of customer service complaints and increase their customer-centric focus encompass several
key components. They are:

Proposed Solution Components:

   1. Develop Internal Change Agents – Service
      Certification of (CLIENT NAME HERE) Facilitators – Integrity Service

   2. Implement Customer Service Behavior Change Process
      Integrity Service – with custom (CLIENT NAME HERE) cases

   3. Sustainment and Development Coaching
      Integrity Service Development Profiles (ISERV-DP)

Certification of (CLIENT NAME HERE) Facilitators – Integrity Service®

To insure the successful implementation the Integrity Service, internal ‗change agents‘ from
(CLIENT NAME HERE) will be certified to facilitate the process. It is (CLIENT NAME HERE)

desire to have Integrity Solutions Master Facilitator conduct a private field certification for
(CLIENT NAME HERE) (with a minimum of 5 participants) at a yet undetermined location
near their corporate headquarters.

During the 3 day certification process, participants will have the opportunity to experience a
complete immersion into Integrity Service process for skill-development and behavior
change. They will be engaged in the sessions each day from both a facilitator and
participant perspective and get a behind-the-scenes understanding of the program
philosophy. Participants in this unique experience will:

      Learn why the program process is unique and why it works
      Internalize the Three Dimensions of Human Behavior
      Discover the various ingredients necessary to facilitate a change process
      Understand five ingredients of behavior change
      Discuss various process-implementation ideas
      Receive program Participant Manual and special Certification Facilitator Manual

They will also learn the answers the following key questions:

   1. What are the success factors for a facilitator?
   2. What are three critical components of a successful process implementation?
   3. How important is the concept of ―Discovery Learning‖?

Integrity Service Behavior Change Process

Great organizations realize that internal customer focus is a root cause that enables them to
deliver superior service and value to customers. Integrity Service is a proven behavior
change process that has helped many organizations improve service quality by helping
employees in all areas of the organization develop world class service attitudes, beliefs,
values, skills and behaviors. As part of our recommended solution, Integrity Service will
help to enhance internal service quality by helping employees in roles that do not have sales
responsibilities improve intradepartmental as well as interdepartmental teamwork and

Integrity Service is designed to help people understand how their contributions impact the
success of their organization and what it means to be customer-focused to both associates
and external customers. It also impacts employee attitudes, beliefs and values and
identifies the congruence gaps that cause conflict, stress and hinder productivity.

Integrity Service includes the following key components:

        Half day video-supported initial Seminar to share key models/assessments. This
         half-day seminar will be extended to a full day if (CLIENT NAME HERE) elects to
         utilize custom cases as part of the CSR development process.
        Seven 60-90 minute weekly follow-up sessions to reinforce customer-focused
         attitudes, skills and behaviors.
        Six 60-Minute monthly advanced skill builder sessions. These sessions continue to
         reinforce the Integrity Service process and to ensure its long-term sustainability.
        Practicing a six-step Customer Satisfaction System™ with weekly accountability.
        Understanding value differentiators: as an individual and as an organization with
        Understanding the Law of Psychological Reciprocity and its importance in the Value
         step of the Customer Satisfaction System.

       Identifying ways to be customer-focused rather than process or task-focused.
       Understanding the different behavior styles of people in order to increase
        communication effectiveness.
       Increasing the ability to understand and diagnose problems accurately, ask
        effective questions to help guide problem solving discussions and prescribe specific
        actions for win/win problem resolution with customers and associates.
       Building the self-confidence of their associates, to achieve more than they believe
        they are capable of, through weekly recognition and team building activities.

We have also discussed the value of developing and incorporating a customized case study
for (CLIENT NAME HERE) with relevant role play exercises to accelerate the team members‘
development to build the skills to reduce the number of customer complaints and improve
the effectiveness at problem resolution. The case study will be designed to address the
complaint issues that are either the most severe or those that team members encounter
most often.

For a description of the content of the Integrity Service behavior change process see
Appendix A.

Customizing Integrity Service for Relevancy and Impact:

Customizing a program has many benefits. Our clients tell us that the greatest compelling
reason to modify our processes is to enhance the internal branding and enhance relevancy.

Our customization process includes:

   1. BRANDING: Placing logos and other client-related identity on the front cover (Tip-
      On) of the Participant Binder; and right-facing bulk-pages.

   2. LEADER LETTER: Placing a customized letter—a message from a senior executive—at
      the front of the course manual bulk pages. It shares the strategic purpose of the
      development initiative and a clear statement of how it aligns with the mission, vision,
      values and goals of the organization.

   3. CUSTOMIZED CASE STUDIES: Four (4) cases will be utilized for skill practice at
      designated intervals throughout Integrity Service, including a case to integrate all
      GVALHI® behaviors at the end of seminar. Adding case-based skill practice will add
      3 hours to the initial seminar (1 day total).

By incorporating role plays, (CLIENT NAME HERE) will achieve their goal of…

      Increased relevance to your staff development needs
      Help embed learning
      Accelerate behavior change

   •   Role plays are skill practice activities defined as an experience around a specific
       situation which contains two or more different viewpoints or perspectives.

   •   The situation is usually written as a prepared brief and the different perspectives on
       the same situation are handed out to the different people who will come together to
       discuss the situation.

   •   Each person will have a particular objective, or objectives they want to fulfill which
       may/may not be in conflict with their fellow role player or role players.

   •   It is how each role player handles the situation that forms the basis of skills
       practice, assessment and development.

   •   The situations will be realistic and relevant to the role players and the most
       successful ones will be focused on developing a particular skill or skill set.‖

Customization requires a 6-8 week lead time. We will work with (CLIENT NAME HERE) so
you know how to help us expedite this process. If there is a target date for delivery within
this timeframe we will work together to meet this goal.

Integrity Service Development Profile (ISERV-DP)

Research shows that effective coaching is a key performance driver that increases employee
engagement and productivity. By utilizing the Integrity Service Development Profile (ISRV-
DP) (CLIENT NAME HERE) managers will be provided information on ―what to coach to” by
equipping them with a roadmap to focus their coaching efforts. This strategy will sustain
performance improvement and provide development coaching to their direct reports on an
ongoing basis to enhance their customer-focus.

The ISERV-DP measures 18 dimensions that assess attitudes, beliefs, values, skills and
behaviors that impact service performance. When (CLIENT NAME HERE) is in week four of
the Integrity Service Follow-Up Sessions, Integrity Solutions will begin distributing the on-
line assessment surveys and start the data collection associated with the ISERV-DP.


      All service managers will assess each member of their service team and each service
       professional will complete a self-assessment.
      To determine if there are any trends at the organizational level that identify service
       performance issues that need to be addressed at a strategic level.
      To identify the talents and development areas of each service professional.


      Summary reports will be provided of the assessment results on an organizational,
       departmental and individual level.
      Each manager will receive a report of their teams‘ aggregate data along with the
       results of the individual assessments they completed on each member of their team.
      Each manager will receive a Coaching Guide to help them focus their coaching efforts
       with each of their employees based on their individual talents and development
       opportunity areas identified by the ISERV-DP.
      Each employee will receive a copy of the results of their self-assessment.
      Each manager will receive a planning tool to use in their development
       discussion/coaching sessions with individual employees.

For more details on the ISERV-DP assessment tool, see Appendix B.

D. Investment Considerations

Develop Internal Change Agents:
Certification of (CLIENT NAME HERE) Facilitators – Integrity Service

(Closed (CLIENT NAME HERE) certification with a minimum of 5 (CLIENT NAME HERE)
Facilitators at desired facility) l
(CLIENT NAME HERE) Facilitator Certification Investment            $x/facilitator1,2

Est. Investment:            $ x,000 (for x (CLIENT NAME HERE) Facilitators certified)

(Includes Facilitator Licensing, Facilitator Materials2 and one set of Participant Materials each)
(Investment of $x /Facilitator License if certification is conducted at Scottsdale open enrollment session)

Implement Customer Service Behavior Change Process:
Integrity Service

        -   Standard Participant License Fee $x per person
        -   (CLIENT NAME HERE) Discount License Fee:       $x per person
            (Discount based on a minimum of 100 participants)
        -   Estimated number of (CLIENT NAME HERE) Integrity Service Participants: x

Est. Investment:            $x,000 (x Integrity Service Participant Licenses)

Sustainment and Development Coaching
Integrity Service Development Profiles (ISERV-DP)

Implementation Fee                                                              $x *
Individual CSR and Manager Assessment                                           $x/CSR

* Includes set up, project management, 90-minute Managers’ coaching webinar plus electronic organizational,
group & individual reports
  Plus travel expenses
    Includes Facilitator Manual, Video, Posters and Power Points for Classroom and Blended Learning Follow-ups

Est. Investment:              $x     ($x Implementation Admin Fee plus $x for x ISERV-DP

If (CLIENT NAME HERE) agrees to the proposed solution delineated in this proposal, a client
agreement will be executed. (CLIENT NAME HERE) will not be required to pay for any
components of the solution until services are rendered or licensed materials are shipped.

E.      Summary

Integrity Solutions is a professional services firm that specializes in improving the ability of
organizations to deliver value to their clients. Our portfolio of diagnostic assessment tools,
consulting expertise, behavior change processes and measurement capabilities enable us to
provide our clients with a broad array of solutions to meet their needs. Our focus is to help
our clients significant and measurable performance improvement results at both the
individual and organizational level. Over the past forty years our firm has helped over 1,800
organizations in more than 80 nations improve their ability to acquire and retain customers
and increase employee productivity and retention.

This proposal outlines a comprehensive solution to help (CLIENT NAME HERE) achieve the
desired cultural transformation on improving customer service. We have the resources and
expertise to become a strategic partner to (CLIENT NAME HERE) and look forward to
developing a strategic relationship that will add value in support of your culture change

                                       Appendix A

Integrity Service® Content

  I. Initial Seminar: Foundational Principles & Concepts

         Hour One:          Understanding Your Role in Satisfying People
         Hour Two:          Communicating With People
         Hour Three:        Solving People‘s Problems

 II. 90-Minute Weekly Follow-Up Sessions: Application, Practice & Behavior Change

         Session   One:     Identifying Your Uniqueness
         Session   Two:     Creating Strong First Impressions
         Session   Three:   Helping People Get What They Want
         Session   Four:    Understanding People‘s Problems
         Session   Five:    Solving People‘s Problems
         Session   Six:     Building Team Synergism
         Session   Seven:   Taking Responsibility for Your Own Success
         Session   Eight:   Graduating from Integrity Service

Note: Six 15-20 Minute Weekly Mini-Coaching Sessions are included for Leaders to leverage
and accelerate performance improvement.

III. Monthly Skills Builder Sessions: Reinforcement & Sustainment

         Session   One:     Learning More About Behavior Styles
         Session   Two:     Gaining Cooperation from Others
         Session   Three:   Building Positive Self-Beliefs
         Session   Four:    Assessing Your Values
         Session   Five:    Increasing Your Achievement Drive
         Session   Six:     Setting Motivational Goals

                                      Appendix B

            Integrity Service® Development Profile (ISRV-DP)

Purpose of Tool:

An organizational needs assessment tool to identify performance gaps based on the
following eighteen factors that determine service performance:

   1. Goal Clarity – The degree to which members of your service team have clear,
      specific written goals for what they want to accomplish or events they want to
      happen in their future that they believe are challenging and achievable.

   2. Achievement Drive –The degree of energy exhibited by people when they have
      clear goals. This energy is activated to the degree that individuals believe in goals
      that are possible for them to achieve and that they are worthy of realizing the
      rewards from achieving them.

   3. Emotional Intelligence – The ability to understand feelings and emotions
      experienced and their impact on behavior and performance, as well as the ability
      to take control of one‘s emotions and perform the difficult activities that bring

   4. Social Skills – The ability to ask questions and listen, to gain empathy or rapport
      with people, and to understand different Behavior Styles ®. To hear the unspoken,
      pick up subtle meanings in conversing with people, and understand body language,
      voice tones and gestures.

   5. Understanding Customer Needs – Having a clear understanding of the needs of
      your customers and what has to happen in order to satisfy them and exceed their

   6. Commitment to Development – Understands the need to continually develop the
      skills and abilities necessary for success in his/her job role and is motivated to
      further develop and enhance those skills and abilities.

   7. Values – Possessing a sincere desire to serve your internal and external customers
      and behaving in an ethical manner that contributes to a positive, synergistic,
      productive team.

   8. Commitment to Activities – The willingness to assume responsibility for
      performing required job functions (to the best of your ability), understanding the
      purpose of those functions and knowing how your role impacts overall productivity.

   9. Belief in Organization – Having a clear understanding and belief in the overall
      mission and purpose of your organization, the value it generates for your customers
      above their expectations and the importance of creating loyal customer relationships.

   10. Coachability – The degree to which a person is open to accepting coaching and
       feedback from others, trying new ideas and learning new skills.

11. Greeting Customers – Putting customers at ease by being able to tune the
    world out when coming into contact with them; focusing on their needs and
    establishing rapport.

12. Valuing Customers – Demonstrating a genuine concern for people, expressed by
    courtesy, respect, and a sincere belief in the worth of others.

13. Identifying Needs – Making a special effort to ask open-ended questions that
    help determine the wants or needs of internal or external customers.

14. Listening to Customers – Being motivated by a sincere desire to completely
    understand people and their wants, needs or concerns; to understand who people
    are and what they‘re saying and discern the feelings behind the words.

15. Helping Customers – Demonstrating a sincere attitude of serving others and
    going the extra mile for customers. Focusing on the customer to insure
    satisfaction, resolve problems and provide value that meets and exceeds their

16. Inviting Customers Back – Ending each contact or interaction on a positive, high
    note so that customers will remember it and leave wanting to return.

17. Solving Problems – Being adept at dealing with difficult issues or situations;
    having the ability to effectively handle problem situations by analyzing facts,
    identifying causes and removing or correcting them and offering workable

18. Making Decisions – Making sound, thought-out decisions in a timely manner.
    Taking full and complete responsibility for decisions and results. Having the
    commitment, once decisions are made, to take action.


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