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Emphasize Pre-Calling Over Post-Critiquing (Post-Mortems) Pre-calling, Tips

1. Know what you expect a person or team to do and what training is necessary to success.

-How is the work to be done?

-Who will the person work with to complete the task?

-With whom does the person need to communicate before, during, and after the task?

-If you can’t describe clearly what the person needs to master, you’re not ready to make an assignment.

 

For example: “This new promotion is going to require clerks know the different promotion pieces our customers will be seeing on TV, in the papers, in mail outs, and online. They will need to quickly recognize if a customer’s purchase is part of the promotion so they can help him make an informed choice. Only items described or shown in the promotional pieces receive the discount.

“I’ll help anyone who has questions about the promotion or the merchandise. Everyone will need to pass the online test for this promotion at an 80% level. I know the clerks can do this because they’ve handled promotions very well in the past and are committed to helping our customers.”

2. Plan and deliver training that correctly teaches the skill/task to be mastered. This includes times

-for practice,

-to check for understanding and

-to give positive feedback and redirection.

 

For example: “Freddy, this new sales promotion is going to require you to know the different promotion pieces our customers will be seeing on TV, in the papers, in the mail, and online. You’ll need to quickly recognize if a customer’s potential purchase is part of the promotion so you can help him make an informed choice. Only items described or shown in the promotional pieces receive the discount. What questions do you have about the sales promotion so far?”

 

[Listen and answer questions.]

“I know you will do well with this because you’ve mastered a variety of promotions and have a desire to help our customers. If you have any questions while you’re studying the promotional pieces or the merchandise, please ask me immediately. I’ll be happy to help you. What questions do you have about the test and where to get help?” [Listen and answer questions.]

 

3. Use praise to follow up mastery of learning and assure the employee of your trust that he can do the job well in the “real world”

– because his skill level has increased

-because his confidence has improved

-because you are confident in his ability

 

For example: “Freddy, I saw the score you made on this sales promotion test. That 98% is great. I know you’re ready to help our customers save money and make this a great sale for the company!”



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