Knowledge, patient and a great attitude: Brian Starnes!

The Retail Outsource (TRO) would like to say a sincere thank you to Brian Starnes, our very talented and appreciated Walmart Woodstock, GA associate!

We’ve received yet another compliment on your amazing product knowledge and great customer-focused attitude!

Great job Brian, and keep up the good work!

[Letter received Oct. 2]

Dear sir:

Just a quick note to compliment your employee, Brian, at the Walmart store in Woodstock, GA.

He assisted me in my purchase of an iPhone on Friday. He was very knowledgeable, patient and went above and beyond in assisting me. I had many questions about Android vs. iPhone, and he answered all of them. When I finally made my purchase he was very thorough in explaining the functions of my new phone, transferred my data from my previous phone and even put a screen protector on it for me!

I would not hesitate to send family and friends to Brian at Walmart and will definitely seek his help when I make another purchase. He was great!

Sincerely,

Gina F.

Attitude of patience, perseverance and respect

This letter is in appreciation for Leah Myers, manager of the wireless center inside the Warsaw, Indiana store.

Earlier my husband purchased a Virgin Broadband USP for our laptop. We could not get the laptop to connect, therefore we went to the wireless center in Walmart. Leah was very courteous and dedicated in helping us resolve the problem. She checked our computer and ensured proper installation of the software. She also called Sprint to troubleshoot the problem. She represented us to Sprint and explained that the Sprint system was not working correctly.

Based on our request she coordinated a credit to us for the unused time.
Leah’s attitude: patience, perseverance and respect, was greatly appreciated.

We believe all should be aware of what a wonderful representative she is of your company.
Respectfully,
Mr. & Mrs. W. Brown
Indianapolis, IN

TRO invited to participate in Brightstar Summit

The Retail Outsource was invited to be a guest presenter at the 2011 Brightstar Summit, August 2011. Honored by the invitation TRO will be presenting to Brightstar executives and managers from around the Globe. The event is held to build partnerships with the two companies and share knowledge and product offerings generating mutually beneficial relationships between the companies.

The Retail Outsource CEO, Brett Beveridge will be accompanied by V.P. – Marketing, Heather Anderson and Mobile Insight COO, Robin Boniface at the event. The TRO team will be presenting innovative ways Brightstar and TRO can better serve their clients across the globe including focusing on ways to improve field force reporting and automation using Mobile Insight.

The Retail Outsource is proud to have worked closely with Brightstar over the years and is thrilled to be considered an asset and expert in the wireless space by the Brightstar team. A leading global services company, Brightstar enhances the performance and profitability of the key participants in the wireless device value chain including manufacturers, operators, retailers and enterprises.

TRO to Participate on Panel at CTIA Wireless

TRO’s VP of Marketing, Heather Anderson, will be a featured speaker in this series on the Future of Retail at CTIA Wireless in Orlando on March 23. The topic she will be speaking on is “Differentiation for a Competitive Advantage at Retail.”

Master Merchant Systems and T-ROC Partnership

Master Merchant Systems, based out of Halifax, Canada, and The Retail Outsource Companies, based out of Miami, have – as leaders in the wireless industry – entered into a strategic partnership intended to provide their respective clients with a unique value proposition, allowing new and existing clientele from both companies to benefit from a partnership that further enhances and innovates the wireless retail industry.

Founded in 1987, Master Merchant Systems has continually been recognized as being a world-class leader for producing POS software for the wireless industry.  With thousands of clients in multiple countries worldwide, and with a depth and completeness of service like no other, MMS continues to integrate for their specific clients’ needs and to continually innovate in order to remain what is often recognized as being the most practical POS tool available on the market.  With cutting edge offerings like V-DOCS (paperless contracts let clients cut costs instead of trees), MMS continues to look for opportunities and initiatives that ultimately benefit wireless retailers.

The Retail Outsource Companies specialize in helping retailers, carriers and manufacturers improve sales and efficiency in their channels. The companies include The Retail Outsource, one of the nation’s leading outsource agencies specializing in sales performance programs, turnkey store opening, and retail staffing, training and management; Mobile Insight, a wireless application developer that provides mobile workforce automation for companies who deploy field teams; and SYMBITS, an IT managed services firm that provides outsourced IT and help desk support to SMBs and the retail channel. The Retail Outsource was ranked #187 on the 2010 Inc. 500 list of fastest-growing private companies.

“MMS is ecstatic about the partnership with TRO,” said Matt Brannon, VP Sales for MMS. “TRO brings a new dimension to our company and customers by offering retail management outsourcing, IT managed services for SMBs and outside sales/field team management through mobile devices. Besides being a company with terrific products and services, TRO aligns with our company philosophy around strategic partnerships; like us they value the customer above all else and are committed to continuing to innovate retail. 2011 is going to be an exciting year for both companies as we continue to work together on multiple projects.”

“We always seek partners who are a natural complement to our companies, both in culture and in their offerings, and MMS is a perfect fit on all counts,” said Brett Beveridge, CEO of The Retail Outsource Companies.  “Our ability to collaborate in our sales process and build a compelling, unique and unmatched offering for our collective clients and prospects is a definite case of the whole being greater than the sum of its parts. MMS has elegant solutions for retailers, and with our common positioning, such as V-DOCS’ and Mobile Insight’s positioning as green productivity resources for retailers, the opportunities from this partnership can be limitless. We look forward to many years of mutual success.”

WomenCertified joins with TRO to revolutionize customer service

December 29, 2010

(Hollywood, FL) April 26, 2010 – With ads for wireless plans and gadgets inundating consumers from all angles, WomenCertified® has announced an exclusive partnership with The Retail Outsource (TRO) to revolutionize the cluttered wireless industry through a special focus on enhanced customer service.

The alliance provides that The Retail Outsource, which provides consultation and/or vendor outsourcing to top wireless retailers nationwide, will earn the WomenCertified Seal for excellence in sales and service by completing the WomenCertified training and certification program. In addition to specialized training for associates, The Retail Outsource will participate in ongoing reinforcement and engagement programs to keep customer service – with a women friendly focus — top of mind.

“It’s easy for wireless retailers to lose sight of customer service since there is such a universal focus on pricing and products,” stated Brett Beveridge, CEO of The Retail Outsource. “That’s bad news for the customer, and we want to turn that trend upside down. Consumers can have it all – great value, great products and great service. That’s why we’re getting WomenCertified, to renew our focus on customer service and complete that last but extremely important piece of the puzzle.”

In earning the WomenCertified Seal, The Retail Outsource will commit to achieving higher standards of sales and customer service, with the goal of improving the overall customer experience for wireless customers during a time when price wars and product rivalries rule the industry.

Since women make 83% of all consumer purchases nationwide, the goal of WomenCertified is to create a women friendly marketplace that responds to women’s buying preferences.

According to WomenCertified founder Delia Passi, leading expert and author on gender communication and marketing to women, “We are proud to form this alliance with The Retail Outsource. There is stiff competition in the wireless industry today, and consumers are overloaded with messaging and advertising. Our partnership with TRO will provide consumers a new kind of experience when shopping for wireless services – an experience based not only on phones and plans, but one also firmly focused on customer service and creating positive customer experiences time and time again.”


About WomenCertified® 
WomenCertified—the Seal women trust for better service—is a proven training and certification program rich with resources to help professionals across multiple industries increase sales and satisfaction among both men and women. Focusing on effective communication skills, customer appreciation and an enriched customer experience, WomenCertified has trained thousands of sales and service professionals in Fortune 500 companies and small businesses alike. For more information, visit HYPERLINK “http://www.womencertified.com” www.womencertified.com.

A Partnership to Pilot a New Concept

Home Depot was interested in exploring Smart Home, a new concept in their stores, and asked The Retail Outsource to help them staff and manage it while also consulting with them on product mix analysis and sales process standards. This initiative was a 2,000 square foot store-within-a-store that included LCD-TVs, home theater systems, satellite and cable services, wireless services, home automation products, network infrastructure, closed circuit security systems and computer accessories. The concept saw success with customers embracing the enhanced sales experience provided by trained and qualified TRO sales associates, and saw greatly improved results in nearly all of the included categories.

According to Mark Amos, at the time Home Depot’s Smart Home Merchant, “The Retail Outsource was hired to staff and run the Smart Home operations, but they added much more value than that. The Smart Home, in select Home Depot stores across the country, requires a large degree of sophistication from its staff. We needed sales people who could sell advanced technological products and services… The Retail Outsource staffed all of our Smart Home operations with professional people who exceeded their sales goals and developed reporting and procedures to streamline the business practices.”

In-Store Sales Program Yields Tremendous Results

The Retail Outsource was engaged to sell wireless products and services in key Target locations 7 days/80 hours per week, in a brand-agnostic arrangement. This financial model allowed each provider to split our costs between them. Due to 1000%+ sales increases, higher guest satisfaction scores and store management endorsements, the scope of the project was expanded to include virtually all categories within the electronics department, with 15 brands involved.

Our client at Target, Jake Langner, Wireless Communications Merchant, had this to say about their experience working with TRO: “Our stores’ team feedback has been very positive and supportive… Our post-paid business saw significant lifts having you in stores and many other areas of electronics also realized financial benefits. Your corporate team constantly strived to improve results and guest experience through new and innovative tactics.”

TRO employee spotlight: Christina W., Market Trainer

Our training provides retailers’ team members the confidence they need to effectively do their job.

TRO employee spotlight: Christina W., Market Trainer, Nashville

The first time I walked into the store the team members admitted that they hid in the toy section because they didn’t know enough about the wireless product to talk to the customers. I was surprised that some of them had been working in wireless for years and hated doing their job! So the training began. I slowly started to break the ice. After 4 hours I finally managed to get one team member just to stand in front of the small group of people she mostly already knew and simply interact with me. I came back week after week and led by example, greeting the customers confidently and selling phones with the store’s team members by my side. I spent hours walking them through the details of each product and rate plan. I taught them how simple selling can be when you know how to ask the right questions and listen to what the customer is really saying. Now, I love when I walk into their new store and see them working with customers, greeting people confidently and ready to share their new-found knowledge.

Specialized Wireless Sales in a National Retailer

The Retail Outsource was contracted by a large national retailer and their key wireless carrier vendors. By recruiting, hiring, training and managing our in-store sales associates to high performance, all parties have seen—and continue to see—a tremendous increase in sales and all other key metrics, including ARPU, attach rates and feature sales. In addition to placing sales teams, TRO also manages a team of sales trainers whose have also dramatically improved wireless sales knowledge and process compliance among the retailer’s own associates in stores in which TRO does not have sales staff.

Says Kim Algya, Channel Director of National Retail Accounts at T-Mobile USA, “TRO is an amazing partner with which to do business. Their staffing associates and the leadership structure to support them is knowledgeable and very well organized. As a partner, they are proactive and quickly respond when necessary. I appreciate their partnership in helping us grow our business. Through their staffing and training support in a major national retailer, they have enabled us to both increase our business year-over-year in the high double digits and help all our customers gain access to the best products, plans and value on the market and stay connected to the people who matter most in their lives.”