SALES TEAM OF THE YEAR2019

CAMELOT

What did we get up to in 2018…..

CAMELOT SALES TEAM SMASHING KPI’s

….Plus we step changed how we communicate with retailers

SALES

£5,37bn

TERMINALNUMBERS

44,235

STAFF ENGAGEMENT

85%

SC AVAILABILITY

92%

INSTORE EXECUTION

72%

RETAIL ENGAGEMENT

67%

Retailer Hotline & Customer

Service

Camelot Comms to Store

Retail Sales Team

Customer Development

ExecutiveStore Standards

Upweightedevent execution

Responsible selling

New retailer on-boarding & training

Responsible Play

Retailers are feeling supported and valued through quality and a high frequency of contact from face to face visits, digital

interaction and telephone contact approaches

Retailer rewards● 13,172 retailers signed up ● £727,795 paid in rewards

to registered retailers● Sales team scoring and

educating retailers on the benefits of rewards and how to achieve even more!

Retailer advocacy● 67% completely or very

satisfied ● 84% completed the

Customer Ops survey● Supported by our Retailer

principles, know me, make it quick, make it easy to do business with

Store standards ● 72% of retailers scoring 8, 9 or

10 out of 10 ● Scratchcards availability 92%● 216k face to face sales team

visits (RST)● 220k sales driving telephone

completes by the Operational Sales Team (OST)

Operationally we’re stronger using innovation to upskill the sales team and benefiting independent retailers by constantly evolving

Multi platform approach to team

communications● Google Communities

sharing best practice and retail trends

● YouTube ● Retail Ramble podcast ● Retail Hub equipping sales

team with live reward data to have targeted conversations

External retail support● Retailer Networking Events

and Conferences● Tradeshows & Exhibitions ● Positive and Increased

Trade Communications● Provide access to key

stakeholders● Communicating the voice

of the retailer through parliament and government meetings

Operational Excellence ● Invest in new sales CRM

tool, providing retailers with LIVE sales data!

● Learning & development● New tools to aid in-store

training and service● Re-develop customer

service principals leading to the creation of a new retailer focused team (CDT)

Our new Customer Development Team sales structure enables contact effectiveness, supporting retailers throughout their

National Lottery journey

Exciting training materials

TRADING

TERMINALS

OP CHILD

GOVERNANCE

PROCESSES

NRG/

ONBOARDING

FORECASTING

GC POSTAL

WAIVERS

INITIATIVESCLTS

UPGRADES

SIP

Quality of contact is key! MASSIVE focus on team learning and development with the introduction of Get, Give, Gain to really

understand each individual retailers needs

18000 Hours of L&D Provision – That’s almost 18 Days Per Person Annually!!

Providing retailers with compelling and useful category advice aiding increase in National Lottery Sales

and customer basket spend

Offering specific game sales advice through multiple sell in tools

Leave behind sell in materials

Terminal FlashDigital sell in

Video content for retailers to explain game changes

And we have some fun in the process….

All underpinned by our Retailer Principals, used by all retailer contact points delivering best in class experience to the retailers

Retailer Principles

Behaviours

Experience

Know me as a business partner to make me feel valued

Get it done quicklybut take the time to do it brilliantly

Make it easy to do business with

Takes ownership

Get

Understand needs

Tone of voice

Proactively help

Personalisation

Give Gain

Greet Listen Explore Resolve Close Exit

RST

OST

We are not finished yet!

SALES

£5,37bn

£5,4bn

TERMINALNUMBERS

44,235

44,000

STAFF ENGAGEMENT

85%

85%

SC AVAILABILITY

92%

93%

INSTORE EXECUTION

72%

75%

RETAIL ENGAGEMENT

67%

70%

2019

THANK YOU!