The first step in a successful program starts in the interview. Mention that on the first day of work, we will be doing a lot of training and everyone response differently so, you may have a full day or you may not. We don’t want our training to be lost, so we may let you go home early to let it set in. You will also need them there 15min before their shift starts (off the clock). This will allow the employee's file to be check before the shift starts.
Day 1
A. 30 Minutes behind a trainer. (Trainer to be dialing as they are training)
During this time, the trainer will cover:
Filling out a lead sheet, cb sheets, the script, the appointment board, basic rebuttals, and computer key strokes (where available). Trainee should be reading along on the script while trainer is pitching prospects.
- 15 Minutes of listening in on both sides of the calls.
This will allow trainee to hear customers responses.
- 15 Minutes behind a different trainer.
During this time, the trainer will cover everything above, in summary.
- 15 Minutes on the phone (being monitored as much as possible)
This time is to evaluate the ability to read the script, voice flux, ability to comprehend customers objections.
- If trainee shows promise, continue to call and continue to monitor, with the manager coaching trainee through calls. As long as trainee can get through script and has decent voice fux, and is taking coaching then there is promise, and should continue to dial.
- If after step D. the trainee doesn’t have a good level of promise, pull them off of the phone and put them with a trainer for 15 minutes. Tell the trainer and the trainee what to focus on, ei… Voice flux, Script. Again, trainee should be following along on the script while the trainer is pitching.
- Put trainee back on phone for 15 minutes, (intense monitoring is required here) If there is some improvement go back and follow step E. If not go to step H.
- If you get to step H. you need to pull trainee aside and ask if this is really something they want to do. If they say no, Great send them home. You spent 2 hours. If they say yes, send them home with the script in hand and have them work on the problem area, IF SCRIPT IS THE PROBLEM: Memorize the script and come back tomorrow, when they come back test them, if they don’t know it repeat step H. If they do start at step C. This is the same process for voice flux.
After a few days you can now invest an hour here or there of training. IF YOU MUST!!!