About Us:

Tooty Inc. has been a leader in Customer Service evaluation and training since 1988. Our clients include:

Allied Waste Industries
Alta Resources
Arrow Chevrolet
Casella Waste Systems
Centex Home Builders
Certified Grocers
Coca Cola
CTX Mortgage
Dickson
General Mills
Help Desk International Hyatt
Illinois Dept. of Commerce

Lockheed Martin
Marriott International
Microsoft
Orange County Transportation
Rand McNally
Reuters
Rochester Genesee RTA
Star Enterprises/Texaco
Texas Instruments
Veolia Environmental Services
Waste Connections
Waste Management
Woodmen of the World Insurance

We have the expertise to:

• evaluate your company's sales strategy,

• evaluate the way your customers are treated,

• develop an effective sales process for your staff,

• develop and roll-out hands on training for your staff,

• implement a secret shopper/call monitoring and evaluation program,

• design scripting,

• conduct market studies comparing you to your competition,

• conduct department or team assessments to determine if the right people are in place.

Evaluating your company's sales strategy

We become experts on your industry and the products and services you offer. We blend together two perspectives; the company's sales goals and the customer's needs. Do your sales people offer detailed information that shows the customer the value of the product/service and how it fits his/her needs? Is your company set up to close on the sale right away or is it a longer process?

Evaluating the way your customers are treated

Are your customers frustrated because they can't get a live person or must talk to too many people to get an answer? Are your customer service representatives positive and professional, or unfriendly and rude? Using the Tooty Inc. Secret Shopper Program and/or the Telepicting Profile Evaluation, a Tooty Inc. staff member will pose as a customer and document the type of service that was received. If your phone system has the option for remote access monitoring, we can evaluate actual customer conversations. (See the Telepicting Sample and Demo for more detail.)

Developing an effective sales process for your staff

We work with you to set up scripting and specific guidelines for each type of sales opportunity that comes your way. We blend soft skills such as voice quality and polite wording with technical information unique to your products and services. This insures accuracy, consistency, a higher closure rate and positive resolution to complaints.

Developing and rolling-out hands-on training for your staff

Lori Miller, the President of Tooty Inc., will personally customize the hands-on training for your staff.  The training will be industry specific and tailored for your company or organization.  This is not generic training!  A Tooty Inc. trainer will deliver the training in the convenience of your office, or an off-site location of your choosing. Ms. Miller’s expertise with sales and customer service strategies has been used regularly by companies such as Marriott International, Waste Management, Microsoft and CTX Mortgage. The training agenda will be designed specifically for your staff so that the skills they develop will have a direct impact on generating revenue, minimizing costly mistakes and increasing customer satisfaction.

Training Skills Menu:
Here are some of the options you can include in the training for your staff.

Telepicting- The focus is on the perception a customer has of your company based on the people who provide assistance over the phone. Each attendee receives feedback on his/her personal presentation with recommendations for immediate improvement.

Questioning skills- The focus is on determining a customer's main need quickly and listening for additional opportunities to help or sell a product or service.

Presenting your product or service- The focus is on concise, but descriptive information that will encourage the customer to make a purchase or that will allow your customer to use your product or service with ease.

Closing on the sale- The focus is on developing a strategy and proper wording to either ask for or assume the sale and handle objections.

Handling Difficult People- The focus is on giving individuals strategies to talk with difficult people, focus on resolution and dealing with the stress of difficult people.

Reading People- The focus is on non-verbal communication and how to read people in interviews, sales situations and for self-defense purposes.

Lead generation- The focus is on using incoming calls from existing and prospective customers to qualify new opportunities to promote products and services.

Developing a script- The focus is on developing wording and a concise presentation that will highlight your company's unique image in the marketplace and its products or services.

Developing a call monitoring and scoring program- The focus is on developing a performance measurement plan that will set the stage for training new and existing employees, set performance levels for employee reviews and recognition, and track sales and service performance.

Customer Satisfaction Results- The focus is on developing a process for interviewing the customer to determine his/her perception of your company and its products or services.

State of the art technology

• Telephone conversations are recorded on our computer and transmitted to you electronically.

• If you have a call center in place we can use direct dial monitoring to record and evaluate real customer conversations.

• Staged customer conversations are geared to see how your sales staff handles specific call types or situations.  You can then compare how all your employees handle a situation or relay information to make training more effective.

• Evaluations are transmitted electronically and down loaded onto customized software on your computer. That allows you to generate reports as needed and you can distribute the results quickly.