sales floor video[1]
TRANSCRIPT
ASM Coaching
A Day in the Life
ASM Daily Responsibilities
Each ASM develops a customized shift plan that includes the following:
• Review re-occurring meetings for 1:1 coaching• Who they plan to monitor? What is the plan for coaching?
• Review any issues that need to be addressed with the team.
• Reporting Overviewo Production Rep Summary-Any inconsistencies?
o Campaign Analysis- List penetration, eligible contact rate, etco Avaya Reports to monitor break and aux time
o Celebrate Successes! Look for metrics to recognize accomplishments.
ASM Daily Responsibilities (continued)
• Spend 5 minutes of every hour waling the floor or communicating with remote ISP’s (Inside Sale Professionals) to keep the team
engaged. • At the end of day, ASM’s will report back if they accomplished what
they planned on doing that day.
ASM Weekly Responsibilities
• Monday Morning Meetings- 30 minutes• Review prior weeks numbers• Discuss spiffs or any miscellaneous items of the week• Energize and excite the team for the week
• Friday Morning Meetings with Sales Director- 30-60 minutes• Discuss outcomes- Current Performance vs Primary Goal• Discuss any open items with Sales Director
• Friday Afternoon Trainings (as needed)• Industry Training• Sales Training• Product Training• Etc
ASM Weekly Responsibilities (continued)
• Coaching Time• Side by side with individual ISP’s, 1 hour per week per ISP.
• Invites on calendars
• Additional coaching for ISP’s who are in need.• This could be spontaneous based on ASM’s observations.
• Call Reviews• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring
ASM Monthly Responsibilities
• One on One ISP Meetings• The following action items would be discussed
• Performance vs Expectation• Areas of concern or frustration• Areas where additional training is needed• Career aspirations/developmental growth
• ASM/Sale Director Meetings• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring
SMI - Home Page
SMI – Production Summary Report
SMI - Production Summary Report filter
SMI - Production Summary Report filtered by week
Group Aux Daily
1 2 53 64 7 8
Real Time Agent Report
Cacti – home page
Cacti – filter by date
Cacti – filter by rep
Cacti – searching for a call
Cacti – call evaluation screen monitor
Cacti – call evaluation
Cacti - call evaluation (continued)
How Does MMC Train SMEs?
• What is a SME?– Subject matter expert– Role is to support the sales team in a specific area of expertise
• Get the recruiting right!– Industry experience– Appropriate compensation
• MMC Training– General
• Client Training– Specific client resources– Website links– Client-side contacts– Process training
• Certification
Campaigns
• MMC’s cornerstone – 80/20– Multiple channels– Drives growth
• Propensity scoring– Includes sales history, receptivity to messaging, and buying potential
• Campaign Approach – Next Action Marketing– Develop a treatment plan for each segment, targeted by message and channel of
delivery– Have a very clear idea of what the next step is: Email? Direct Mail? Call?
Combination?
• How to maximize campaign efficiency– Clean data– You own the messaging– Ensure adequate volumes