TAK Products and Services

Enhancing Customer Engagement

At a Glance

TAK Products and Services (TAK), a leading interior brand with local and regional presence enhances employee engagement with customers through active learning and discussions with internal and external stakeholders resulting in an increased ability to confidently engage customers as well as increased sales targets by 21%.

Keen to find out how you can improve the productivity of your employees? Read on to find out!

Achievements

The project team together with support from Management and inputs from IAL's Certified Workplace Learning Specialist, achieved the following:

• Increased ability and confidence to persuade customers to use products. For example, among the newly joined sales executives, Natalie is able to present to more than 10 customers confidently and persuasively and Jun Hao is able to independently resolve issues with customers.
• Achievement of increased customer engagement resulting in higher sales targets by 21% in the month of August 2020.

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TAK joined LEA as it aligns with our company's customer-first approach and continuous learning culture.

Mr. Tan Aik Koon AndrewChairman and Managing Director

It had been an enjoyable and great learning journey with the project team members. Initially, members had much learning reservations for this project. However, as everyone got into action and progress, we realised that learning at workplace culture has always been around. And with this project, clearer and specific learning needs were identified.

After the LEA journey, the team and I will continue the 5 minutes weekly sharing with confidence and identify learning gaps. The key is learning one step at a time and enjoying the learning and working process.

 

Ms. Joanne AngSales Manager

Being involved in this project allows me to learn from colleagues on how to handle/answer questions tactfully. During our sales visitations, there’s a need to answer new questions from clients quickly – thus it’s beneficial for us to hear from each other, share the new/commonly asked questions and answers in order to be well-prepared and confident.
This project also allows me to look further than just reading the feedback forms. We learnt to analyse and understand the feedbacks and brainstorm on how we can improve.

Ms. Ong Hui NiSenior Sales Executive

Challenges

Being part of the Trade and Connectivity industry, specifically Wholesale Trade, selling to key customer segments such as Contractors, Architects and Designers with differing scale and scope of projects was a challenge, as multiple smaller players are all competing for the same market share of customers.

To increase sales, TAK hired more employees but there was no direct translation to increased sales or market share. The low sales figures despite higher headcount was an indicator of weak customer satisfaction and engagement.

Hence, it is imperative for TAK to maintain and expand market share through enhanced customer engagement and experience for customer retention and sales (as it is more cost effective to retain than acquire new customers) through the use of technology coupled with enhanced soft and hard skills of sales employees.

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