Maximizing Sales Performance and Skills: an overview of the programmes and outcomes of past programmes delivered by Team Egyii member, Andrew Sidwell. He focuses on solutions for front line service/ sales teams and management. Frontline Sales and Acquisition Frontline Customer Experience Leadership and Coaching Development 

1. Maximizing Sales Performance
and Skills
Programmes and Outcomes

2. Maximizing Sales Performance and Skills
• Andrew Sidwell- chief programme
developer/facilitator for Egyii’s Maximizing
Sales Performance and Skills programmes
• Focus on solutions for front line service/ sales
teams and management
– Frontline Sales and Acquisition
– Frontline Customer Experience
– Leadership and Coaching Development

3. Maximizing Sales Performance and Skills
Frontline Sales and Acquisition Programmes
• NTUC Income
– Sales through service performance improvement program
branded “iCARE”
– Ongoing management coaching and performance
management development within the workplace.
– Enhanced branch service teams (leaders and front line staff)
mindset and capability to cross sell and up sell value for
customers whilst still handling transactions in a timely and efficient
manner.
– Delivered outstanding performance improvement with the
business hitting a monthly lead generation target within three
weeks post training instead of the expected four months.

4. Maximizing Sales Performance and Skills
Frontline Sales and Acquisition Programmes
• Standard Chartered Bank
– Design, development and implementation of a global business
transformation initiative around customer centric sales branded
‘Connect with Customers’.
– Solution played a significant part in facilitating behavioural
change away from product centric selling
– Enhanced the capability of Branch Managers and Relationship
Managers to strengthen and deepen relationships with their
Priority Banking customers.

5. Maximizing Sales Performance and Skills
Frontline Customer Experience Programmes
• OCBC Bank
– Transformational BEE ON AIR (Building Emotional Engagement)
bank wide training and certification program for front-line and
support staff across Singapore, Malaysia and China
– Cultivated the right service mindset and skills to deliver a
deliberate and differentiated OCBC customer experience across
all touch points

6. Maximizing Sales Performance and Skills
Frontline Customer Experience Programmes
• Virgin Mobile (Singapore)
– New hire on board engagement program delivered a specific
‘Virgin Service Culture’ based upon Sir Richard Branson’s guiding
principles.
– Resulted in a staff attrition rates of less than 4% against an industry
average of 36%.
• OCBC Bank
– Transformational BEE ON AIR (Building Emotional Engagement)
bank wide training and certification program for front-line and
support staff across Singapore, Malaysia and China
– Cultivated the right service mindset and skills to deliver a
deliberate and differentiated OCBC customer experience across
all touch points

7. Maximizing Sales Performance and Skills
Frontline Customer Experience Programmes
• Standard Chartered Bank
– Part of the bank ‘s ongoing drive for service excellence since
2001
– Designed, developed and implemented the following
international bank wide strategic service transformation and
behavioural change programs:
• Global contact centre training curriculum for all management and
frontline Direct Banking teams
• Customer experience program called OUT SERVE with Passion for
Direct and Consumer Banking service channels
• ALOHA program model to drive a service and sales cultural change
message across all customer touch points

8. Maximizing Sales Performance and Skills
Leadership/Coaching Programmes
• NTUC Income (Sales Leaders)
– Coaching for Sales Performance program with ongoing
coaching skill embedding sessions to enhance the operational
performance climate during the economic downturn
– Insurance Sales Leader key coaching behaviours improved from
an average of 76% to 83%
– Sales productivity improved by an average of 41% cross four
sales teams
– Engagement produced an 838% ROI through improved sales
performance within four months project start date

9. Maximizing Sales Performance and Skills
Leadership/Coaching Programmes
• SingTel
– Coaching and Leadership development programs for over 100
Team Leaders and Operational Managers and Service Directors
– The development and implementation of an organisation wide
performance appraisal toolkit- resulted in improved staff
engagement levels; highest across all of the organisation key
business scorecard metrics for that year
• OCBC Bank
– Enhanced the ability of senior business leaders and managers to
effectively appraise both engaged and underperforming staff by
adopting a supportive to ensure individuals get to experience
“career best” moments

10. Trip Allen: trip.allen@egyii.com
+65 91891967
www.egyii.com
www.twitter.com/egyii