Attitude of patience, perseverance and respect: Leah Myers

This letter is in appreciation for Leah Myers, manager of the wireless center inside the Warsaw, Indiana store.

Earlier my husband purchased a Virgin Broadband USP for our laptop. We could not get the laptop to connect, therefore we went to the wireless center in Walmart. Leah was very courteous and dedicated in helping us resolve the problem. She checked our computer and ensured proper installation of the software. She also called Sprint to troubleshoot the problem. She represented us to Sprint and explained that the Sprint system was not working correctly.

Based on our request she coordinated a credit to us for the unused time.
Leah’s attitude: patience, perseverance and respect, was greatly appreciated.

We believe all should be aware of what a wonderful representative she is of your company.
Respectfully,
Mr. & Mrs. W. Brown
Indianapolis, IN

A Partnership to Pilot a New Concept

Home Depot was interested in exploring Smart Home, a new concept in their stores, and asked The Retail Outsource to help them staff and manage it while also consulting with them on product mix analysis and sales process standards. This initiative was a 2,000 square foot store-within-a-store that included LCD-TVs, home theater systems, satellite and cable services, wireless services, home automation products, network infrastructure, closed circuit security systems and computer accessories. The concept saw success with customers embracing the enhanced sales experience provided by trained and qualified TRO sales associates, and saw greatly improved results in nearly all of the included categories.

According to Mark Amos, at the time Home Depot’s Smart Home Merchant, “The Retail Outsource was hired to staff and run the Smart Home operations, but they added much more value than that. The Smart Home, in select Home Depot stores across the country, requires a large degree of sophistication from its staff. We needed sales people who could sell advanced technological products and services… The Retail Outsource staffed all of our Smart Home operations with professional people who exceeded their sales goals and developed reporting and procedures to streamline the business practices.”

Read more: Case Studies

Multi-Vendor In-Store Sales Program Yields Tremendous Results

The Retail Outsource was engaged to sell wireless products and services in key Target locations 7 days/80 hours per week, in a brand-agnostic arrangement. This financial model allowed each provider to split our costs between them. Due to 1000%+ sales increases, higher guest satisfaction scores and store management endorsements, the scope of the project was expanded to include virtually all categories within the electronics department, with 15 brands involved.

Our client at Target, Jake Langner, Wireless Communications Merchant, had this to say about their experience working with TRO: “Our stores’ team feedback has been very positive and supportive… Our post-paid business saw significant lifts having you in stores and many other areas of electronics also realized financial benefits. Your corporate team constantly strived to improve results and guest experience through new and innovative tactics.”

Read more: Case Studies

TRO employee spotlight: Christina W., Market Trainer, Nashville

Our training provides retailers’ team members the confidence they need to effectively do their job.

TRO employee spotlight: Christina W., Market Trainer, Nashville

The first time I walked into the store the team members admitted that they hid in the toy section because they didn’t know enough about the wireless product to talk to the customers. I was surprised that some of them had been working in wireless for years and hated doing their job! So the training began. I slowly started to break the ice. After 4 hours I finally managed to get one team member just to stand in front of the small group of people she mostly already knew and simply interact with me. I came back week after week and led by example, greeting the customers confidently and selling phones with the store’s team members by my side. I spent hours walking them through the details of each product and rate plan. I taught them how simple selling can be when you know how to ask the right questions and listen to what the customer is really saying. Now, I love when I walk into their new store and see them working with customers, greeting people confidently and ready to share their new-found knowledge.

Read more: Employee Success Stories

Specialized Wireless Sales in a National Retailer

The Retail Outsource was contracted by a large national retailer and their key wireless carrier vendors. By recruiting, hiring, training and managing our in-store sales associates to high performance, all parties have seen—and continue to see—a tremendous increase in sales and all other key metrics, including ARPU, attach rates and feature sales. In addition to placing sales teams, TRO also manages a team of sales trainers whose have also dramatically improved wireless sales knowledge and process compliance among the retailer’s own associates in stores in which TRO does not have sales staff.

Says Kim Algya, Channel Director of National Retail Accounts at T-Mobile USA, “TRO is an amazing partner with which to do business. Their staffing associates and the leadership structure to support them is knowledgeable and very well organized. As a partner, they are proactive and quickly respond when necessary. I appreciate their partnership in helping us grow our business. Through their staffing and training support in a major national retailer, they have enabled us to both increase our business year-over-year in the high double digits and help all our customers gain access to the best products, plans and value on the market and stay connected to the people who matter most in their lives.”

Read more: Case Studies

Team Woodstock Provides Exceptional Customer Sales Experience

Almost every customer that deals with TRO’s sales team in the Woodstock, GA location leaves with a giant smile. The Retailer associates are very eager to work with us to provide a seamless sales process for the customer. We have been told that we’ve brought the Retailer’s cell phone buying experience to a whole new level by providing first class customer service and general cell phone knowledge.

On our launch day, August 20th, 2010, there was a very nice lady named Gertrude Gray who stopped in and was inquiring about an AT&T Smartphone. She knew that she wanted more than just a basic bare bones flip phone. She wanted a cell phone that would browse the internet and also be able to handle her current email accounts. She noticed the Samsung Captivate and was blown away by the screen! We explained to her that the Super AMOLED screen is like no other phone and is crystal clear even in direct sunlight. She loved that feature and was very curious to know more. So we explained that this phone is an Android phone and will have no problem browsing the web or doing her email. She was absolutely delighted to know that there was a cost effective Smartphone that would seamlessly integrate into her life. We didn’t get the sale that day but she swore up and down that she would be back to get that phone.

Two weeks later we were greeting customers out front of the section and notice Mrs. Gray walking toward us with a HUGE smile. We knew she was here to get that phone. When she got to the section she asked just a few more questions about the Data Packages that AT&T offers. We decided that the 15 dollar package would be just fine and then gave us the green light to activate her new phone. The whole time we were setting up her phone she was just tickled silly about her new phone. She kept acknowledging how much we knew about the cell phone industry and more importantly about her new phone. During the activation we found out that her Grandson was a Director of Loss Prevention for the Retailer. She said she would tell him all about us and how we helped her from start to finish.

After the phone was processed and her account upgraded, we showed her how to download apps from the Android Market and even downloaded an app or two just to show her how whole process worked. We set her emails up with no problems, we showed her how the GPS worked on the phone and I don’t think we could have made her happier. We received a tremendous amount of praise from Mrs. Gray and were told she would send everybody she knew to our store to purchase from us.

The Retail Outsource Companies Introduces The Consumer Insight at CES 2013

The Retail Outsource Companies Introduces The Consumer Insight at CES 2013

Miami, January 4, 2013: The Retail Outsource Companies, is pleased to announce the launch of its new sister company, The Consumer Insight (www.theconsumerinsight.com). The Consumer Insight (TCI), is a full-service customer experience management service provider. TCI focuses on Mystery Shopping, Telephone Mystery Shopping, Customer Surveys, Compliance Audits, Competitive Intelligence, and Instant Rewards programs.

TCI’s client-centric methodology and unparalleled commitment to quality reporting distinguish it above other customer experience management programs currently available. TCI deploys over 25 specific processes to ensure quality reporting; including PhotoDNA document upload verification and GeoVerify GPS location authentication. Through the use of TCI’s 30 thousand team members we can quickly deploy and execute thousands of visits with quality and accuracy. “We are delighted to add TCI to our comprehensive suite of services offering.” stated Brett Beveridge, Founder & CEO of The Retail Outsource Companies.

The Consumer Insight is headed up by Sam Hersey. Sam Hersey is a 30-year veteran of the retail industry and currently serves as the General Manager of The Consumer Insight. He has operated hundreds of retail locations with a focus on CE and wireless retail services. Sam has a rich and varied background in all aspects of retailing and specializes in defining, refining, and elevating the customer experience. He has applied his extensive experience to developing actionable full-cycle customer experience reporting and management services to empower over 75 retail entities; from Fortune 100 companies to regional and local retailers. “Sam’s programs have helped clients of all sizes to understand, refine, and improve their customers’ retail experience. His extensive retail and customer experience expertise offers TCI an immense competitive edge.” stated Brett Beveridge, Founder & CEO of The Retail Outsource Companies.
To connect with TCI at CES contact Founder and CEO Brett Beveridge at bbeveridge@theretailoutsource.com

About The Consumer Insight

The Consumer Insight (TCI), a full service customer experience management service provider, is the newest member of The Retail Outsource Companies. TCI is headquartered in Miami, FL, along with its affiliate companies, The Retail Outsource, specializes in retail consultation and specialized sales team staffing, Mobile Insight, a wireless mobile field force automation application system, and SYMBITS, an IT managed services firm.

Inc. Magazine Honors 2013 Top Job Creators – Impressive Crop of Companies Created 51,327 Jobs

The Retail Outsource Garners 2013 Hire Power Award Adding 152 Jobs in just 18 Months.

Inc. Magazine ranked The Retail Outsource, LLC of Coral Gables, # 87 nationwide in job creation, #4 in the Retail segment of the Best of the Best Retailers in America, and #7 in Florida among the top 100 Florida Companies, in its 32nd Annual Inc. Hire Power Awards. This prestigious list is an exclusive ranking of the nation’s best job creator companies and represents the most comprehensive listing of leaders by industry, by state.

“I am extremely excited to receive such an important milestone award – especially during such a challenging time for job seekers in America. We feel we are helping to change the national outlook on unemployment and contribute to a sense of optimism in the job market. We have been very fortunate over the past several years to have had the opportunity to grow our customer base which, in turn, allowed us to bring on many more employees.” Brett Beveridge, Founder and CEO, The Retail Outsource.

Details of the remarkable story of job creation by The Retail Outsource Company is available online at

http://www.inc.com/profile/the-retail-outsource

The Retail Outsource Company CEO Beveridge continues, “We strive to staff and manage the highest quality retail representatives, and most knowledgeable outside sales associates. We also provide managed sales teams that support our retail clients and sell anything external, such as B2B, B2C, and more.”