Frito Lay Case Study

Client Profile

Frito Lay is a Fortune 50 world leader in convenient snacks and foods owns some of the world's most popular consumer brands.

The Opportunity

Middle tier industry ratings in annual Customer Survey highlighted opportunity for the Client to increase focus on Customers and their evolving, specific business needs. Client identified the need to address the situation in order to maintain its industry-leading market share and business results.

Optimé Approach

  • Diagnostic of current Customer Management capability and effectiveness
  • Design and delivery of customized, multi-year Key Account Management Development Program integrating multi-functional resources (finance, marketing, category management, consumer insights)
  • Strong focus on developing Directors of Business Development and Directors of Sales’ coaching capability to drive sustainability and reinforcement

Optimé Solution

A customized Account Manager Development training program.

Training Results

  • Strong participant engagement and alignment (85+% Top 2 Box Scores)
  • Highly valued investment by employees

Business Impact

  • Rated Top global subsidiary in 2 of 4 years
  • Accelerated business results
  • Key customer gains and feedback – Top industry ratings in annual Customer Survey
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Frito Lay Testimonial

 For the past 2 years, Frito-Lay Canada has been working with Optimé on building sales capabilities with our Key Account Teams across the country, and I’d like to give you an update and share our progress.

The engagement with Optimé is part of our broader “Collaborate to Grow” strategy, as we realized that we needed to evolve as a Sales function in order to continue to deliver leading business results. The Transformational Selling agenda that your Team brought forward made it clear that success lies in making the leap from transactional selling to transformational selling, and the Playing Catch approach unlocked practical insights on how to better identify and satisfy the needs of our customers.

As our partnership evolved, we have taken advantage of training in Objection Handling using the ARUCON method, and have now embarked on the road to Customer Blueprinting and incorporating the concept of the “Customer General Manager”.

We evaluate our investment in Optimé training using 3 success criteria: (1) Business Results (2) Customer Results (3) People Results. Recognizing that training is a journey, the latest results on all 3 fronts have been positive indicators that our partnership is making a difference. Business results have accelerated, with key Customer accomplishments and feedback being a significant part of that formula. Our top rankings in the recent 2006 Advantage Performance Monitor survey - as determined by key customers - directly reflect this success. And our Teams are telling us that the investment in their capabilities is valued – both from favorable roundtable and conference survey results, as well as in how they have embraced the behaviours in the way they work.

I would also want to highlight the outstanding collaboration and commitment that we have received from Hugues Gibeault and Valerie Walls. Their willingness to spend the extra time to understand our business objectives and integrate them into our training agenda has earned the respect of our people. They are seen as partners in our success.

Thank you for your ongoing support and commitment to our Team development at FLC.

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