Telesales Coaching: The Ultimate Guide to Helping Your Inside Sales Team Sell Smarter, Sell Better and Sell MORE by Jim Domanski

Author:Jim Domanski [Domanski, Jim]
Language: eng
Format: mobi
ISBN: 9781466951785
Publisher: Trafford
Published: 2012-10-07T14:00:00+00:00

How You Should Monitor: The Yellow Sheet

Monitoring calls can be challenging, especially if you have created a variety of standards for various skills sets. How do you monitor fairly, accurately, and consistently?

The answer is simple: develop a monitoring sheet.

A monitoring sheet is a job aid that lists the key elements of your standards for all parts of the call. In effect, it acts like a checklist to remind you of the standards that have been set. When you listen to calls, live or taped, have that sheet in front of you as a prompt. If the monitoring sheet lists five components for the opening statement, then listen to ensure that these components have been implemented. Easy as pie.

Is a monitoring sheet a thinly disguised report card?

No.

But mention a monitoring sheet and in no time flat, you’ll hear someone suggest that it is a report card. (Who liked report cards when they were kids?) Or mention a monitoring sheet and you’ll often find someone who wants to grade and weight the call components so that a score can be obtained.

The purpose of the monitoring sheet is simply to determine if the reps are using the skill sets that you defined in training. Are they using the standard operating procedures or not? The monitoring sheet is not a grading sheet. Assigning weight and creating a score is a subjective and destructive waste of time.

You want to use the monitoring sheet only as a tool in the coaching process. This means that when it is time to give feedback to the rep, you have something objective to refer to. That’s it. It is meant to help you help the reps.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.