Our client wanted to improve the sales of their warranty service. But it seemed that sales performance was not as good as they expected. So they decide to launch a project to dig out the reason behind. JZUX was responsible for the phone call interview in China.

Totally, we made more than 20 phone call interview to both internal sales team and external partners to investigate why the warranty service did not sell well. Before the study, the warranty design team thought price was the issue. But we found that price was not the only reason. We helped the warranty design team identify a list of reasons that prevented the warranty service selling well. The sales team got an action list from the study and they could improve the warranty design and sales accordingly.