Success Story : Mercury Direct

Mercury Direct had problems gaining more referrals and brochure requests that were not being followed up.


  • To increase the conversion rates from an inbound enquiry into a booking
  • To increase the average order value
  • To pro-actively gain referrals
  • To make follow-up calls on all brochure requests, resulting in enquiries and/or bookings


  • Operating in a competitive market place which had become largely price driven
  • Too many tentative enquiries where people are only interested in a quote
  • Brochure requests not being followed up effectively
  • Minimal referrals from the existing customers

The Training Course

We delivered a four day bespoke sales training course which included:

  • Telephone manner and techniques on handling inbound enquiries
  • How to follow up on brochure requests
  • How to ask for a referral
  • How to cross sell and up sell to increase the average order value


Mercury Direct saw an increase in bookings from enquiries and a 30% increase in average order value, ultimately increasing their bottom line by 8%.

  •  Increased conversion rates by 33% from an enquiry into a booking
  • Converted 46% of brochure requests into bookings; up from 6% before training
  • Increased average order value by over 30% per family booking which meant an increase of 8% on the bottom line
  • Team pro-actively gained referrals, which they never did prior to training
Please get in touch for a free, no-obligation chat about your sales training requirements