Mony Modes, One Voice

“They are all one group and are very much empowered to make their own decisions. Once again, we want to create a very fluid experience for our customers so they become comfortable contacting us through any medium,” says Moberly.

But customer service is just one side of the equation—reps must also be able to sell. Through role playing, iGo provides its reps opportunity to get comfortable with the company’s sales process, which is consultative, says Moberly. So, reps cross-sell and upsell based on customer need. Unlike scripted selling, this requires reps to build a relationship with the customer. To this end, iGo uses role playing to work through solutions and to develop listening skills.