A full day of training was given by Lorraine Dicksee, General Manager at Reason Global, to each customer-facing member of the Lok'nStore team.

Lok'nStore boosts sales and workforce morale

Reason Global has recently provided insurance training to Lok’nStore, the UK-based self storage company. The training has helped the company give its customers a better service and increase its sales of insurance products.

The training programme, provided by Reason Global at no additional charge, gives the necessary skills and background required for removals and self storage clients to enhance insurance related sales to their customers. Lok'nStore has  taken full advantage of this service and reaped rewards as a direct result.

Reason Global’s informative training service

The service offers face-to-face training and the provision of relevant documentation. If required, support can even be provided to create a staff training film. Marketing literature is included to help clients promote their product successfully and guidance supplied on how to improve sales.

In the case of Lok'nStore, a full day of training was given by Lorraine Dicksee, the general manager at Reason Global,to each customer-facing member of the Lok’nStore team. The training, spread over several days and delivered in all to about 100 employees, was presented in a step-by-step format raisingboth the level of technical ability and also increased awareness of potential insurance sales opportunities. An informative training booklet was also provided. Staff developed a clear understanding of what to do when faced with customers whose insurance needs are not the norm or where there are unusual circumstances. A comprehensive test was conducted at the end of the day to ensure that everyone understood the content and could incorporate the knowledge gained into everyday sales.

As Lok'nStore is FSA regulated, Reason Global provided the company with all the relevant documentation to help it comply with the regulations.

Lok'nStore reaps rewards

The training programme helped Lok'nStore provide a more professional, time efficient and unified service to its customers. Service was improved through the greater ability of staff to address technical questions accurately and solve problems quickly.

As a direct benefit of the training, Lok’nStore noted a more satisfied customer base and a happier workforce. Staff felt more confident in handling the insurance process and believed they had been given a fair opportunity to do their job effectively, while customers gained increased trust in Lok'nStore

Changing the approach towards customers has improved sales for the company. For example, the training showed staff a way of avoiding customers taking only the minimum insurance requirement by carefully structuring the conversation and the order in which certain questions are posed to the customer. Jann Jackson, Training Manager at Lok'nStore, said this has made “a gigantic difference to sales” as employees have been able to quote costs accurately.

A happy client

Prior to enrolling Reason Global, Lok'nStore had used a different insurance and training provider with little success. Jann explained: “We received a lot of negative feedback from employees following training by previous providers, but Reason Global was given the universal thumbs up by our staff – and with good reason. Its training was much better, more enjoyable and much more informative than anything we’ve had before, I was incredibly impressed,” she said.

A full day of training was given by Lorraine Dicksee (left), the general manager at Reason Global, to each customer-facing member of the Lok'nStore team.