MEASURING TRAINING EFFECTIVENESS
How do we measure training? It’s a question heard frequently from prospective Pinnacle Performance clients. By that they mean, “we’ve budgeted X amount of dollars for sales and/or customer service training, how do we measure our results and ensure we receive a worthwhile return on our investment?”
That is a great question, one we would no doubt ask if in their position.
An obvious answer is to track and record sales results, close rates, customer appointments and other key performance metrics prior to training and then compare them to the results after training. While that is certainly recommended and should be charted throughout the course of any training implementation, this method does little to let you know how you stand in real time.
As renowned management consultant Peter Drucker said: “If you can’t measure it, you can’t manage it.” That is certainly true of sales/customer service training and there’s no better way to measure and manage than evaluating employee’s performance at the point-of-sale.
There are two point-of-sale areas that company managers should be measuring and managing; face-to-face and telephone interactions.
PHONE INTERACTION RECORDING/SCORING
As detailed in Steve’s article, Top 3 Reasons Why Phone Skills are Most Important in Sales, for business’s that sell both face-to-face and on-the-phone, phone skills are the single most important area of employee development.
The best way to manage employee performance on the phone is to record and evaluate actual customer calls.
While call-in “mystery” shops can be useful to establish a baseline and determine if employees are performing their selling fundamentals, these scripted interactions simply don’t have the spontaneity or challenge employees the way genuine customer calls do.
Sale Away’s parthership with ContactPoint and their Award-Winning Convirza call-recording/analytics program provides your business with a proven method of monitoring and measuring employee performance in actual customer interactions!
After extensive due-diligence on companies that provide call recording services we have found none better than our resource partners at Convirza. For ease of operation, recording and tracking capabilities, scorecard administration and reporting analytics, Convirza is simply top notch and the preferred choice for all tire/auto service Pinnacle Performance Training clients.
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BEEN THERE NOT DOING THAT
It’s important to note that many tire/auto service businesses are already recording their customer calls. If you’re one of them, that’s great, but you’re only halfway there. The other half – the more important half – is monitoring and evaluating those calls on how well employees are meeting, or not meeting, the established selling system.
In the case of Pinnacle Performance Training clients, specific scorecards are created to evaluate and measure every element of our proprietary phone sales process as tailored for the business and trained to all front-line employees.
Armed with the evaluation data, we can then pinpoint precisely where an employee is weak or missing key elements and provide the coaching to improve sales/customer service performance in real time!
If you don’t have an effective way of monitoring your sales team’s performance at the point-of-sale, than your business is most likely losing considerable sales opportunities and, consequently, decreasing profits.
Since 2011, Sale Away has evaluated over 60,000 sales interactions (mostly for market-leading tire/auto service clients) and that number is increasing daily! We know specifically what works to create true customer engagement and dramatically increase sales on phone interactions!
For call recording and sales evaluation services for your tire/auto service business contact Steve Ferrante today @ 866-721-6086 Ext. 701 or via email @ firstname.lastname@example.org