The average consumer doesn’t have an appreciation for the subtle differences between mattresses, which makes them skeptical of sales people.
Mattress Firm plans to become the first National Mattress chain with hopes that their sales force can help lead this expansion. In 2007, the company launched a program to help sales people better relate to their customers. This program, which combined elements of consumer psychology and critical thinking, was so important to their organization that they choose to launch it at their national leadership conference.
The program teaches sales people about non-verbal behaviors and methodologies for recognizing them; because of this, the program is very hands-on. The program is currently built into the initial sales training and has reduced turnover while improving customer satisfaction.
“I’m grateful to be in this network. The calls I had with other members gave me the information I needed to move my project forward.”Annette RollsLeadership Development Program Designer, Boeing
“We were able to realize almost immediate value—in terms of definitively quantifiable savings—by implementing the concepts introduced during this [Art of Negotiation] program.”Ken MurphyEVP of Sales and Operations, Mattress Firm
“In my particular case, I certainly care about the HR functions, but that’s not why I wake up every day. I care about advancing the ball down the field with our people’s professional development skills and knowledge. You guys focus 100% on the learning piece, and that’s what I like.”Jim StewartCLO, Teradata