Salisbury Associates

Market Research

Salisbury Associates support clients with statistically valid Market Research Programmes. We have created a reporting template to provide a graphic indication of the data which issued as part of our reporting "dashboard". Clearly we also provide an analysis of the findings, and work with clients to agree the best ways to exploit the findings.

The case study on British Energy is a good example of where we integrated our Market Research Programme into a broader campaign.

"Thanks for your helpful contribution to the successful outcome. The feedback about the target shareholders' sentiments towards the offer was most useful in helping us to focus our message." David Floyd, Dawney Day Corporate Finance on the successful completion of the acquisition of Portsmouth Harbour Ferry Company by Falkland Island Holdings Company.

"The Market Research, followed by the ongoing feedback from both the inbound helpline and the outbound proxy solicitation, assisted us in presenting the unfolding views of the shareholders to the management team. It was reassuring to have the empirical data in order to back up our views and recommendations. The Market Research was a key element that enabled us to confidentially take timely decisions." John Searles, British Energy on the successful defence of a Requisitioned EGM and eventual approval of the Financial Restructuring.

Telesales

The sales process is vital for all businesses, and is fundamental for growing the business. Telesales is a major tool for companies in expanding their customer base, but it requires very specialist skills. The key issues Salisbury Associates focus upon to ensure success are:

• Product - Defining benefit statements linked to the products, rather than a list of features, and linking these to market segments.
• Profiling - Salisbury Associates are able to provide lists, and also profile these to target the right audience, tailoring the message to that specific audience
• People - Telesales people have very special skills. They need great resilience, and to be highly motivated. They also need specialist management to support their success.
• Process - This covers the way we carry out the campaign from recruiting the right team, training, scripting, selling, upselling / cross selling, processing the sale to ensure quick delivery and no bottlenecks post sale. It includes the reporting of activity, sales, and post sales activity. We are great believers in reviewing the processes regularly to identify process improvements, to cut costs, improve revenue generation, and increase customer satisfaction.
• Professional - Salisbury Associates ensure compliance with requirements such as the Data Protection Act, the Financial Services and Markets Act, etc.
• Performance - Performance needs close management. This requires knowledge of the key metrics for the campaign, and the ability to measure and interpret this data. Salisbury Associates technology solutions enable us to do this effectively by each salesperson every 15 minutes. This gives management the knowledge to manage the teams' performance and identify issues as they arise.
• Profit - We are very aware that the key purpose of your business is to make profit. Telesales is about profit generation, and we will want to meet with you regularly to review performance, and ensure we are both making sustainable profits from the activity.

At Salisbury Associates we believe in growing sales teams at a sustainable rate. We generally start with a pilot phase to evaluate the processes. Once this is signed off as a success we can then grow the team as required, and across multiple locations.

Customer Services

Salisbury Associates successfully manage Customer Service solutions for a wide range of clients. We manage both "business as usual" activity for companies, and project based "business as unusual" activities.

Telemarketing

Salisbury Associates manage various aspects of the marketing process for clients, from carrying out telephone-based market research to providing response lines for marketing campaigns with integrated links to brochure or product fulfillment processes.

We manage coupon response services as well as telephone services. Supplying PO Box type solutions to 0800 numbers, and premium rate solutions.

Our call scripting technology enables our agents to have a dynamic conversation with your customer, or potential customer, ensuring they deliver the right solution, capture the right data, and deliver the right brand experience.