“How can we raise showroom sales performance across every site?”

What They Needed

Porcelanosa are one of Europe’s leading ceramic tile, bathroom and kitchen manufacturers, with a growing UK network supported by significant investment in new showrooms and distribution centres. As their footprint expanded, so did the number of salespeople required to deliver a consistently high quality showroom experience.

They identified the need to:

• Create industry leading showroom sales standards across all locations
• Build stronger sales skills and product confidence across managers and staff
• Deliver a consistent approach to customer advice during a long and detailed sales process
• Strengthen customer engagement behaviours to build profitable relationships
• Ensure every salesperson could provide a recognisable, premium customer experience

In short: How do we ensure every showroom delivers the same high quality sales experience, no matter the location or customer?

What We Did

Using a detailed research and discovery process, we created a bespoke Showroom Sales Skills programme tailored to Porcelanosa’s customer experience, product range and retail environment.

We began by analysing current behaviours, customer touchpoints and sales approaches across multiple showroom locations. This research shaped a pilot workshop attended by representatives across the business, focused on practical, real world scenarios that reflected the full customer journey.

Supported by:

• Customer experience research across multiple store environments
• Pilot workshops attended by staff at different levels of the organisation
• Practical skills development focused on engaging, advising and converting customers
• Competency mapping across thirty three key skills grouped into seven capability areas
• Nationwide rollout delivered to one hundred and sixty people across twenty six locations in just eight weeks

The programme was built to help salespeople deliver a premium, consistent showroom experience while improving their ability to guide customers through a long and complex sales process.