20%+ increase in extended warranty sales for Noel Leeming
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Noel Leeming is a leading consumer electronics and appliances retailer in New Zealand.
Craig Robertson, former General Manager Operations, Noel Leeming
“At a key location, warranty sales went through the roof. They had only achieved the company benchmark of 40% once in a blue moon previously, and were now achieving 50 and 60% on a weekly basis. Previously, the staff reckoned they could never sell many extended warranties to their customers, and it had been their worst statistic.
“This isn’t the only example of how the programme turned sales performance around. One of our stores was going to be closed because it was running at a loss. However, when the managers of the store applied what they learned, everything changed. In just over 1 month, extended warranty sales increased by 17%, and items per sale increased by 18%. As a result, the store became profitable, and we decided to retain it.
“Across the business, we saw an improvement in warranty sales of a little more than 20%.”
Philip Anderson, former Regional Manager, Noel Leeming
“We were able to see immediate differences in results from individual stores where the managers had applied what they’d learnt. In a number of stores, there was a 70% increase in same-month performance from last year.
“I’ve had a manager go from 86% of target to over 100% of target for 5 months straight.”