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1-800-539-1075
Testimonials
(Click
here
for a List of Some of the Top Companies Who Use Our Program)
“Jim's Mystery
Shopping / Training approach is very unique. It is the
most effective process to improve your results I have
ever come across. You know the employees current need
after they are shopped, the training is effective in
sharpening their skills and then you can measure and
hear the effectiveness of the training. In our current
economic environment this is a must to invest in with a
quick return. A dealership needs to stand out above
their competition and at that moment of truth when a
customer and our personnel talk will be the difference
between success and failure. Success is a satisfied
customer who purchases their needed goods and services
from you and walk away satisfied feeling they were
properly served. Jim's proven program can help your
business stand out above your competition and improve
your bottom line results. Jim is a pleasure to work
with, he understands the needs of a dealer and his
follow-up and persistence will prove he lives what he
teaches.”
Stephen Ross, Director of Retail Operations, Komatsu
Forklift USA LLC
___________________________________________________________________________________________
We contracted
Creative Sales Solutions to mystery shop all of our
parts advisors by phone. I was happy to find out after
their initial phone calls that my staff scored higher
than average, however there was still room for
improvement in a couple of basic areas like asking for
the sale or promoting our service department to do the
work. Jim Facente worked with my staff to go over their
individual results and to coach them on what they needed
to do different to take them to the next level. All of
them were very appreciative of the advice and none of
them felt threatened by the process or the trainer. We
immediately noticed an increase in sales as well as
customer satisfaction by simply following the simple
steps that Jim gave them as part of their training.
I would highly
recommend Jim Facente and Creative Sales Solutions to
anyone that wants to take their staff to the next level.
Stewart Matychuk,
Aftermarket Manager , Greenvalley
Equipment Inc - John Deere
___________________________________________________________________________________________
“I have to say,
in the beginning I was not a proponent of the CSS
mystery shopping and sales training program. Knowing
this, our Dealer Principal put me in charge of the
program. Now that our people have completed the entire
program I am extremely pleased with the results. The CSS
training program brought top of mind awareness to our
people regarding the basic fundamental customer service
and selling concepts. The mystery shopping part of the
program, got our employees talking about these concepts
and created a high level of awareness to be sure they
were implementing them with the customers. I am please
to say, all of our people experienced substantial
increases in their after mystery shopping evaluation
scores. Our sales and profits are up and most
importantly, our customers are extremely happy.”
Ken
Sharboneau
–
Parts Manage, Yale Materials Handling -
Green Bay Inc
___________________________________________________________________________________________
“I am extremely
pleased with the CSS mystery shopping and sales training
program. The program motivated our employees to use the
basic fundamental customer service and selling skills
that so often get overlooked during busy times. The
training has resulted in substantial increases in our
employees selling skills, which has translated to
increased sales.”
Wayne Feltz
– President - Great Lakes New Holland, Canada
___________________________________________________________________________________________
“I highly
recommend Creative Sales Solutions to increase customer
satisfaction, sales and most importantly,
PROFIT!"
"As one of the
first Dealerships to start using the Creative Sales
Solutions program almost 5 years ago we find that the
mystery shopping program provides valuable information
to our management team regarding opportunities to
increase our employee’s skill level. The mystery
shopping after the training provides a valid metric to
measure employee improvement, which is absent in most
all other training programs. I would highly recommend
the CSS program to any dealer interested in increasing
customer satisfaction, sales and profits.
Dennis Abrahamson
- Former Sr. Vice Pres., Ring Power Corporation
___________________________________________________________________________________________
“Often times
when I have attended customer service and sales training
programs in the past, I have walked away feeling it was
a complete waste of my time. With the CSS training
program I found real life customer service and selling
ideas that were practical and easy to implement. Our
Company has always had a very strong focus on providing
outstanding customer service and the CSS training
program showed us how to expand our skills in this area,
while at the same time increasing sales. Many of our
staff who also attended the training mention to me that
they found real value in the program and it was well
worth the time they spent attending the training.”
Wes Bollingmo -
Service Manager -
Waconia Farm Supply
___________________________________________________________________________________________
Jim
provided our dealership with the Mystery Shopper Program
and it proved quite beneficial. It is amazing what your
teammates say and do on the phone on a daily basis. Once
they hear themselves, they are enlightened and behaviors
improve drastically almost immediately. Our dealership
conducts itself far more professionally and consistently
via the business phone as a result of Jim's program.”
Top
qualities: Personable, Expert, Creative
Jim MacGregor, Vice President of Operations, Toyota
Forklifts of Atlanta
____________________________________________________________________________________
After the CSS program I polled a our employees to see
what they thought of the program. Below are just a
few of their comments:
"Very good
experience. I would highly recommended."
"Very
practical and easy to implement way to drastically
increase sales."
"Needless
to say, it is a very eye opening experience to go
through the feedback provided by the mystery
shopping recordings. Hearing myself on the recording
was invaluable to me.
"Valuable
tips. Positive experience. Am already increasing my
sales"
"Practical
presentation of issues, received practical tools
that can be easily applied in my department"
"Jim did an
outstanding job and kept the program extremely
interesting"
"A very
different and refreshing approach to ensure that we
are looking after our customers, solving their
problems and increasing our sales ."
Cam Bode -
South
Country Equipment LTD, John Deere Dealer - Canada
____________________________________________________________________________________
“With Jim's
extensive background and experience in the material
handling industry, he is well suited to provide expert
training and advice on selling to material handling
professionals who interact with customers. The Mystery
Shopping program available through Jim's company,
Creative Sales Solutions offers an ideal way to evaluate
and train your inside sales people and technicians to
ensure they are uncovering all the potential business
and sales development opportunities from their customer
base. I highly recommend Jim and this program.”
Top qualities:
Expert, Good Value, Creative
“One of the
aspect of the CSS training program that I found very
enlightening was listening to my post mystery shop call
after I completed the CSS training program. While I
scored very high on the evaluation, hearing myself from
the customers point of view gave me a different
perspective and was extremely helpful.”
Troy Cripe
- Parts
Rep, Oxbo International
____________________________________________________________________________________
“Jim is a leader in the material handling industry. His
extensive background in finance, operations, and sales
gives him instant credibility in front of equipment
distributors and OEMs alike. Jim has a genuine interest
in helping organizations realize profitable growth and
deliver the highest levels of customer satisfaction.”
Bret Bruin, Manager, Dealer Development, Mitsubishi
Caterpillar Forklift America Inc. ("MCFA")
____________________________________________________________________________________
The Creative Sales Solutions training has
helped me to be more focused on the customers needs and
getting the orders, and I have also seen a huge increase
in the amount of sales I have been generating.
Kimberly
Carl,
Rental Coordinator
Toyota Material Handling, NC
____________________________________________________________________________________
Jim Facente presented the Creative
Sales Solution’s Sales Training Program to Canada East
Equipment Dealers in January 2009, utilizing "real"
research he obtained prior to the presentation through
Mystery Shopping some of the participating dealerships.
This exercise and the results were tremendously
enlightening to everyone and quite shocking to some. The
session Jim presented were the cornerstones for the
success of our event and far exceeded anything he
promised to deliver.
Jim's sales training was chock full of information that
could immediately be applied by every salesperson in
their “real world” daily circumstance. As a meeting
planner, it is important to me that I retain presenters
and trainers that do a good job. Jim did a great job and
because he did, it made me look great too. Thank you for
that!
Equipment Dealers and their sales staff are a tough
group to win over. The fact that Jim did exactly that
with such ease and created so many raving fans out of
the most highly trained equipment dealership staff,
speaks volumes. I would not hesitate to recommend Jim
Facente to anyone who was interested in a great return
on investment
Beverly Leavitt
– President/CEO Canada East Equipment Dealers
Association.
____________________________________________________________________________________
“Jim was able to connect with our people because of his
knowledge of the subject material.”
Top
qualities: Great Results, Good Value, Creative
Roger Troost, CEO Morrison Industries, President
Morrison Industrial
____________________________________________________________________________________
"Jim does a
very good job of a hands on mystery shopping experience
tailored to your industry. He was fair but candid with
our associates and helped them understand how they could
improve with follow up coaching."
Hal Ingram, -
Vice President Gregory Poole Equipment Co.
____________________________________________________________________________________
"Jim
prepared an in-depth analysis of Herculift sales and
customer service personnel. He was able to compare our
results against industry standards and suggest
strategies to improve any deficiency. Jim, having done
many of the jobs that our people do, was able to
effectively trained them using real examples from his
dealership and sales experience. He truly understood the
challenges our people face in the market and provide the
strategy to improve our performance. I strongly
recommend the use of the Mystery Shopper program to any
Dealer that wants to truly promote superior customer
service. I have signed up for ongoing training."
Top Qualities: Great Results, Personable, Expert
Tom Showalter, - President - Herc-U-Lift
___________________________________________________________________________________
“Jim conducts a very good mystery shopping program from
beginning to end. His commitment and dedication
certainly show in his training program.”
Top
qualities: Great Results, Good Value, High Integrity
Niels Ostergaard, Training Manager, Toyota Material
Handling USA
____________________________________________________________________________________
“We used Jim's service in one of our divisions. The
data that came back and the subsequent follow up
services were well worth the money paid. Our GM in that
division felt that the service helped him focus on key
areas to continue to improve his business results.”
Top
qualities: Expert, Good Value, High Integrity
Jon Baker, Chief Operating Office, Wiese Planning &
Engineering
____________________________________________________________________________________
Thanks for your presentation today. The feedback was
extremely positive. (See below)
Bob Pilon
General Sales Manger Johnson Lift Hyster
From: Andrew Lak
To: Bob Pilon
Subject: CSS Training Feedback
Hey BP,
Just wanted to give some quick feedback on the CSS
Training we received today. That really was some great
training that we received, really giving me some great
pointers/tips on how to approach future calls with
customers. In the past, I would get stumped by some of
the customers questions, but after this training I have
a new confidence with asking/answering the questions
that I will be asking/asked towards the customers. Just
wanted to say thanks for this, this really is a great
tool that I will be keeping in my back pocket. Some of
the most valuable training that I've ever received.
Thanks!
Andrew Lak - Sales Consultant -Johnson Lift /
Hyster
____________________________________________________________________________________
“Jim
worked with our Parts Department through the Mystery
Shopper Program. Through his analysis, suggestions and
training our people were able to take their work to
another level in dealing with our customer base. We are
better for our customers and feel more confident in how
we deal with all situations. With Jim's insight into our
work and his training we're markedly better equipped to
be more efficient, professional and productive through
our calls
Top qualities: Great Results, Personable, Expert
Kyle Thill
–
Director of Services Toyota-Lift of Minnesota
____________________________________________________________________________________
"Jim's
presentation was of great value to both our sales
representatives and our management team. He helped make
our company more professional when dealing with
customers. We still use these learned techniques every
day in our business."
Service Category: Industrial Equipment Sales
Year first hired: 2007
Top Qualities: Great Results, Expert, Good Value
Mike Reynolds
- Vice
President - Toyota Forklifts of Atlanta
___________________________________________________________________________________
“Jim's programs are
highly effective.
These programs are a
great value at
reasonable cost and
produce noticeable
results. You may be
surprised just how
much even your best
people will benefit
from this type of
training. It’s can
be a real eye
opener.” November
16, 2009
Top qualities:
Personable , Expert
, High Integrity
Kevin Langer
- Langer Material
Handling -
Caterpillar Forklifts
____________________________________________________________________________________
"Jim helped us get
out of the planning
mode of improving
the way we took care
of our customers
(primarily phone
calls). He helped us
move into what has
become a process of
working with all our
people to help them
better communicate
with our customers,
which has helped
them to better take
care of our
customers on every
customer contact.
Chip Gorham,
Exec. Vice President
- Thompson and
Johnson Equipment
Co.
____________________________________________________________________________________
“My clients tell me how much they like Jim. I have sat
and talked to him. He knows the dealerships. He knows
how to train his people so that they find the everyday
problems your staff might have in talking to customers.
Then he trains your people and their behavior with
customers is better, and my clients tell me that the
sales increase. That must say something great about Jim
and his team. After meeting Jim, I have found that I
like the man, I like his easy going style and he really
knows his material. What more can you ask from the owner
and founder of a company that delivers results?” June
15, 2009
George Keen, Senior Partner, Currie Management
Consultants, Inc.
____________________________________________________________________________________
“Jim's organization, Creative Sales Solutions, provides
high quality training to employees. Specializing in
mystery shopping employees and personnel, CSS reviews
the message that the business is giving to a potential
customer, critiques it and provides training to improve
the customer relations skills of employees. CSS's
program is highly beneficial to any employer who wants
to train his employees to become professional
representatives of his organization.”
Top
qualities: Great Results, Personable, High Integrity
John Schmeiser, Exec. Vice President, Canada West
Equip. Dealers Assoc.
____________________________________________________________________________________
“Many of the dealers I work with rave about the CSS
mystery shopping and sales training program. They say
not only did the program increase their sales but now
when they tell customers they provide excellent customer
service, they also tell them they know their people
provide outstanding service, because they mystery shop
them to assure that all employees provide excellent
service to their customers. I believe, being able to
make a powerful statement like this, creates a
tremendous competitive advantage for the dealers who
work with CSS. Jim's high level of integrity makes him
and his group an asset to the forklift industry.” June
25, 2009
Charles (Charlie) Brown, VP-Sales, CitiCapital
____________________________________________________________________________________
“Jim is high energy, professional and problem solution
oriented in his industry wide endeavors at Creative
Sales Solutions. I have personally witnessed his
extremely successful sales training seminars which are
based on many actual and varied "down in the trenches"
experiences and have also seen the improved results with
sales professionals that have been exposed to his
mystery shopping opportunities. Difficult economic
conditions make his sales training education a MUST for
any sales staff. John Chism”
John Chism, Vice President, Acquisition &
Development, KB Home
____________________________________________________________________________________
Jim, offers an excellent product, that he has
developed, which I highly recommend for any business.”
Top
qualities: Great Results, Expert, High Integrity
Al Eades, Training Specialist, Toyota Material
Handling USA
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1-800-539-1075
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