90 DAYS OF TRAINING
2023
KNOWLEDGE/AGENT DEALER/ZOOM INFO TRAINING
Log on to Knowledge Wave
Take Outlook & Excel webinars
Agent Dealer Training Webinar Videos
www.compasscontact.net
Go to: customercenter / Login: compass2020
BC will set you up with Zoom Info log in info.
TECHNICAL TRAINING
Schedule training with service supervisor on basics of the MFP and how it works
BRANCH COORDINATOR
Meet with local Branch Coordinator
CRM Training
Packet/form training
Sign up for rewards programs for RICOH, Kyocera, and Konica
SALES MANAGER – MAIN FOCUS:
Begin 90 days of training
Begin FYI Binder– goals, mutual commitments, KPI’s Train on talk tracks
WEEK 1 – LOCAL TRAINING IN OFFICE
Knowledge/Agent Dealer Training
Technical Training
Branch Coordinator
Sales Manager – Main Focus
Field Based Training
MON TUE WED THU FRI SAT SUN
WEEK 1
WEEK 2
KNOWLEDGE/AGENT DEALER/ZOOM INFO TRAINING
Continue Agent Dealer Training videos
TECHNICAL TRAINING
Training with IT leader on basics
BRANCH COORDINATOR
Second BC training
Expense report training
Finish signing up for rewards and any additional portal access
SALES MANAGER – MAIN FOCUS:
Vertical lists
Top 100 list
Map of zip codes
Mock phone call and appointment setting proposal
Take new hire on ALL appointment/assessment/AR
FIELD BASED TRAINING
Shadow Sales Manager
Attend networking events with manager – week 2 and on
WEEK 2 – MANAGER TRAINING
Knowledge/Agent Dealer Training
Technical Training
Branch Coordinator
Sales Manager – Main Focus
Field Based Training
TUE WED THU FRI SAT SUN
MON
WEEK 3
SALES MANAGER – MAIN FOCUS:
Shadow and ride along with mentor for the week Mock Customer Appointment
Show Vertical, Top 100 lists and map of zip codes is completed
TECHNICAL TRAINING
Training with software leader on basics
FIELD BASED TRAINING
Shadow mentor for the week
NOTES
WEEK 3 – MENTOR/SENIOR CONSULTANT
Sales Manager – Main Focus
Technical Training
Field Based Training
TUE WED THU FRI SAT SUN
MON
WEEK 4
SALES MANAGER – MAIN FOCUS:
Shadow and ride along with mentor for the week
Mock Agent Dealer & proposal template
Submit expense reports
TECHNICAL TRAINING
Training with Voice Leader on basics
FIELD BASED TRAINING
Ride Along
Shadow Junior Consultant for the week
NOTES
WEEK 4 - CONSULTANT
Sales Manager – Main Focus
Technical Training
Field Based Training
TUE WED THU FRI SAT SUN
MON
WEEK 5
SALES MANAGER – MAIN FOCUS:
Mock all – run through:
Phone call
Demo – (how MFP works)
IT, voice, software elevator pitch
Customer appointment
Assessment
Proposal
TECHNICAL TRAINING
Training with Majors leader on basics
FIELD BASED TRAINING
Ride Along
Shadow Junior consultant for a week
NOTES
WEEK 5 - LOCAL TRAINING IN OFFICE
Sales Manager – Main Focus
Technical Training
Field Based Training
TUE WED THU FRI SAT SUN
MON
WEEK 6
SALES MANAGER – MAIN FOCUS:
Review & confirm:
Vertical Lists
Top 100 List
Map of zip codes
Phone calls
Demos
Proposals
TECHNICAL TRAINING
Training with Production Print Leader on basics
FIELD BASED TRAINING
Rep is able to prospect and call alone if proven capable and trained up
NOTES
WEEK 6 - LOCAL TRAINING IN OFFICE
Sales Manager – Main Focus
Technical Training
Field Based Training
TUE WED THU FRI SAT SUN
MON
A.S.K. 90-DAY TRAINING MANUAL
VISION
We will be known in Texas as the leader of technology solutions while consistently and positively impacting our communities. Service that Serves.
MISSION
To provide technology solutions to any business that values exceptional service.
CORE VALUES
We believe that exceptional service is at the heart of who we are, and is what has allowed us to successfully grow year after year. We are in the business of service. Not just customer service, as many businesses are, but also team service, and community service. We call it Service That Serves.
What does that mean?
It means we are here to serve our team by fostering a culture of innovation, creativity, and fun. By working with the utmost character and providing a workplace that our team wants to come to each and every day. When we pour into our team that way, we believe it enables us, as a company, to serve our customers well. When our people are happy, our customers are happy. And by providing that exceptional serviceto our customers, we can then come full circle, giving back and pouring into the communities in which we serve. That’s Service That Serves.
FIRST 90 DAYS TRAINING CHECKLIST
Over the next 12 weeks, you will explore each of the following areas in order to develop yourself and gain a better understanding of DOCUmation. Check each one as you complete them.
COMPANY
First Day Checklist & Week 1: Basic Habits for Success, KPIS, and Growth/Control Relationship
Week 2: Company Knowledge
Week 3: Key People Interviews
EXCEPTIONAL SERVICE SKILLS
Week 4: Service Standards
MARKETING & SALES PROBLEM SOLVING
Week 5: Skill & Closed-Loop Development
Week 6: Quality of Time
Week 7: Self-Organization
Week 8: Sales & Marketing
Week 9: Sales & Prospecting
Week 10: 5-Step Communication Process
Week 11: Problem Identification
PERSONAL
Week 12: Balanced Individual
FIRST DAY CHECKLIST
□ Review job description
“Your responsibility during your first 90 days is to LEARN!”
□ Mutual Commitment
□ Review Company Vision, Mission, Values and Service that Serves
□ Why your role on the team is so important
”You are an important part of DOCUmation’s success!”
□ Basic Habits for Success
□ Determine learning style (verbal, visual, or physical)
□ 1st Day lunch with team
□ Growth/Control Relationship
□ KPIs
□ Tour/visit corporate & Introductions
SKILL ATTITUDE KNOWLEDGE
BASICHABITSFORSUCCESS:
We are a Service organization that is committed to servicing our Customers and Community. Our primary goal is to retain Customers, then to gain Customers. And to do so while running as efficiently as possible and growing profitably.
GROWTH/CONTROL RELATIONSHIP
consultive relationship.
WEEK 1 OUTCOME: Grow into
KEY PERFORMANCE INDICATORS (KPI)
WEEK 1
GOAL PLAN MINIMUM ACCEPTABLE
MONTHLY (CONSULTIVE)
WEEKLY (SUPPORTIVE)
DAY-TO-DAY (DIRECTIONAL)
HELP US GET TO KNOW WHO YOU ARE!
WHAT’S YOUR LEARNING STYLE?
VISUAL VERBAL EXPERIENTIAL
(CIRCLE ONE)
COMPANY KNOWLEDGE WEEK 2
COMPANY
□ Company History
□ Founder & Ownership
□ Leadership
□ # of employees and locations
□ Vision
□ Mission Statement
□ Core Values
□ Culture
□ Growth Opportunities
MARKET
□ Territories/Geography
□ Market Share
□ Verticals
□ Competition
□ Direct Manufacturers
□ Industry Trends
PRODUCTS & SERVICES
□ Product lines
□ Solutions & Divisions
□ Value Adds
□ Exceptional Service Standards
□ Service & Support
□ Main Vendors
□ Main Manufacturers
□ Finance Partners
Review Org Chart □
□
Schedule 4-8 Key Person Interviews with teammates you will be working with closely
OUTCOME:
knowledge of DOCUmation.
Gain full
KEY PEOPLE INTERVIEWS
WEEK 3
SELECT KEY PEOPLE:
YOU set appointments (30 min – 1 hour) – include an agenda with your manager, develop 7-10 questions to ask
SAMPLES
Tell me about your job.
What specific information will make me more effective in working with you?
Get information on history, goals, philosophy, products and markets.
OUTCOME: Understand roles, and processes, and serve as a bridge for building rapport
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
SERVICE STANDARDS
WEEK 4
7 Ways We Make Exceptionally Happy Customers
Exemplify Service that Serves. Customer service is always the priority. Greet each person you encounter with a friendly hello. Always acknowledge every guest.
Demonstrate a positive attitude, use positive language, and ensure a positive outcome. Be a positive billboard for DOCUmation in all we say and do in our business and community.
Approach every communication with a smile:
On the phone: "Thank you for calling DOCUmation. This is (name). How may I serve you?" AND close every call with "Thank you for letting us serve you."
In person: "Hi I am (name) and I am with DOCUmation. I am responding to the service request you placed, how may I serve you?" and leave every customer with "Thank you for letting us serve you."
Strive to provide one call resolution and a complete fix for every issue, without transferring people or problems to voicemail. Listen to understand and treat everyone as if they are the most important person in the world.
Clearly communicate next steps and proactively follow up until the case is closed.
OUTCOME: Understand roles, and processes, and serve as a bridge for building rapport
1. 2. 3. 4. 5. 6. 7.
SKILL DEVELOPMENT
WEEK 5
4 LEVELS OF SKILL DEVELOPMENT
1.Unconscious incompetent
2. Conscious incompetent
1.Conscious competent
2. Unconscious competent
PEOPLE SKILLS NEEDED
“You don’t have to become a master by osmosis”
TECHNICAL SKILLS NEEDED
“Practice makes permanent, not perfect”
OUTCOME: Practice makes perfect.
CLOSED-LOOP
OWN YOUR OWN DEVELOPMENT!!!
key skills.
Develop
DEVELOPMENT WEEK 5 OUTCOME:
1.
2.
QUALITY OF TIME WEEK 6
List specifications under each area of time. Determine % of time spent in each area.
% "A" TIME
What are you paid to do
% "B" TIME
Preparing for "A" time
% "C" TIME
Everything else
OUTCOME: Increase daily productivity & effectiveness.
SELF-ORGANIZATION
WEEK 7
How have you organized yourself in the past?
The following are methods our team uses for self-organization:
ZERO-INBOX POLICY
All communication should be responded to daily, including email and voicemail.
OUT-OF-OFFICE POLICY (MANDATORY)
Inform the receptionist when you will be out of the office.
Change your Mitel status to indicate your status.
Put an auto-response message on your email indicating when you’ll be out when you’ll return, and who to contact in your absence.
Change your voicemail greeting to let people know you will be out.
EMAIL
Send only to those “in the know”
Limit CC’s if possible – a CC (courtesy copy) is meant to keep people in the loop, but indicates that you don’t necessarily require a response from them. Do, Delegate, Defer, Destroy - not responding is not an option.
MEETINGS
“This meeting is to……so that……”
Be respectful of everyone’s time: include an agenda (and stick to it)
NETWORK FOLDERS
Should be organized and structured.
Reviewed annually and cleaned up.
DRESS FOR SUCCESS
Organized people exhibit a successful appearance
OUTCOME: self-organization increases your level of professionalism.
SALES & PROSPECTING
WEEK 8
WE ARE A SALES DRIVEN COMPANY. NOTHING HAPPENS UNTIL SALES ARE MADE. TO SUCCEED IN MAKING A SALE, IT TAKES A LOT OF HARD EFFORT AND DETERMINATION.
Appreciate your sales teammates!
The average sales rep makes 100 calls and knocks on 35 doors a day. All this work will lead to just 2 appointments.
On average that equates to 44 appointments per month, of which only 15 prospects will agree to an assessment. Of those 15, only 5 are likely to become a customer.
Imagine doing your job 2,970 times to only succeed 5 times!
Our sales team is fearless and cares about one thing the most - keeping the customers they worked so hard to gain! They put their word and reputation on the line when they promise a frictionless experience and the best service in Texas. Let's all help follow through on those promises and do what we can to help keep these customers!
The second most important thing to our sales team - gaining new customers. Most sales reps put in several years of work until they become really successful in their role. Let's all help support them and follow through on those promises to do what we can to help keep and gain these customers!
OUTCOME: understand how difficult it is to get & retain clients.
SALES & PROSPECTING
WEEK 8
Help DOCUmation grow!
We would love to serve your friends, family, and community's businesses. Please share with your community and network what we do - provide technology solutions to businesses that value exceptional service - IT, Print, Voice, Conference Services, Software). If someone in your network shows interest, set up a lunch or meeting with them and a member of our sales team.
The sales team won't pressure them to make a sale. Rather, they'll listen to see if DOCUmation might be able to offer them solutions and whether a partnership might work out over time.
DOCUmation pays!
For any lead that results in a new customer to DOCUmation we'll pay a referral fee - regardless of your position!
Small Deals $100
Mid-size Deals $250
Large Deals $500
Strategic Deals $1,000
OUTCOME: understand how difficult it is to get & retain clients.
SALES & MARKETING
WEEK 9
DEFINITION: Our company’s presentation of our image to our clients & employees
MARKETING SYSTEM
IDEA
PRODUCT APPROACH
NEED DETERMINATION
PRESENT
CLOSE
OBJECTION
CLOSE
CLIENT
DELIVER ORDER
BILL/INVOICE
TRAIN
SUPPORT/SERVICE
SALES
LOGISTICS
ADMIN
SERVICE
HAPPINESS SATISFIED CUSTOMERS /CLIENTS PROFITS
OUTCOME: marketing requires the ENTIRE
company.
SALES & MARKETING
WEEK 9
It is your job to make sure we keep our clients. We do this by demonstrating our 3 C's:
CHARACTER, COMMUNITY, CUSTOMER
By demonstrating impeccable manners and adhering to our service standards we will give our clients the BEST service experience in Texas.
The answer is always yes to our customers!
After we say yes, we will figure out the best way to take care of our customers.
The answer is always yes to our teammates!
There is not an area that's not your job. We must work together as teammates to help us all succeed.
We all have the same Vision, Mission, Core Values, and Service Standards. Together we will strive to:
Retain Customers
Gain Customers
Run as efficiently as possible
Grow Profitably
OUTCOME: do your best as a teammate to support each other and our Customers
5-STEP COMMUNICATION PROCESS
WEEK 10
TECHNIQUES TO LOWER DEFENSE BARRIERS
Tell a story
Humor
APPROACH NEED PRESENT CLOSE OBJECTIONS
Compliment
Mirroring
Listen
Smile
LEARN TO ASK LAYERING QUESTIONS:
“In addition to that….”
“Elaborate on that….”
“Interesting….”
Pause & Listen -
Why is this important? What is causing these requests?
THE OBJECTIVE IS TO PROVE THE VALUE OF YOUR IDEA ORPROPOSAL TO THE OTHER PERSON
What are the benefits of this proposal?
Follow up with facts to support benefits
Does my proposal satisfy their needs?
IT IS YOUR RESPONSIBILITY TO MAKE THIS HAPPEN
Closing is developing an action plan
(See chart on next page)
OUTCOME: understand how to identify needs & communicate both internally & externally.
5-STEP COMMUNICATION PROCESS
WEEK 10
NO'S, OBJECTIONS, EXCUSES, COMMENTS
PAUSE
(10 Seconds)
WELCOME
(Thank you for sharing)
PAUSE
(10 Seconds)
HANDLING OBJECTIONS
EXPLORE ISOLATE RESTATE CONFIRM
What is the one thing that is bothering you?
(Agreement)
CATEGORIZE RETURN
Price/value
Needs Fear
ANSWER OBJECTION(S)
CLOSE
NEW OBJECTION AGREEMENT
PROBLEM IDENTIFICATION
WEEK 11
STEP ONE:
PROBLEM IDENTIFICATION
STEP TWO:
CAUSES
Evidence
Write the problem down Get agreement
STEP THREE:
OPTIONS
Brainstorm
Don't critique the cause
Encourage wild guesses
Encourage hitchhiking
Get everybody involved Set time limit
STEP FOUR:
ACTION PLAN
Brainstorming
What are the short-term options?
What are the long-term options?
Outcome (what)
Timeframe (when)
Method (how)
Feedback provision
How are we going to get feedback? (Memo, meeting, call, etc)
When are we going to get feedback?
OUTCOME: solve problems quickly and simply.
BALANCED
INDIVIDUAL WEEK 12
Rate yourself on each side on a scale of 1-10.
BALANCED INDIVIDUAL
*A triangle is only as strong as its shortest side*
OUTCOME: balanced individuals lead more successful lives.
WORK
RE/CREATION FAMILY
1.
WEEKLY FEEDBACK
Review every Friday during 90-day training
What is the most important thing you have learned this week?
2. What changes have taken place in your attitude, skills, and knowledge this week?
ATTITUDE: SKILLS: KNOWLEDGE:
3. In what area(s) do you have the greatest need for help?
OUTCOME: continued development for success.
ASK TRIANGLE FOR SUCCESS
Review every Friday during 90-day training
Rate yourself from 1 to 10 in each area. List ways to improve in each area.
SKILL
KNOWLEDGE
ATTITUDE ATTITUDE SKILL KNOWLEDGE
PROGRAM WRAP-UP
1. Which Core Values have you seen your teammates exemplify?
2. What do the Core Values mean to you?
3. How can you exemplify Service that Serves in your role day-to-day?
4. What did you think of your first 90 days and the training process?
MAIN CONTACTS
BRANCH COORDINATOR (BC)
YOUR LOCAL BC HAS ALL OF THE INFO YOU COULD EVER NEED. USE THEM FIRST.
SALES MANAGER
Your manager will be the other resource with all answers needed.
service@mation.com
SERVICE
FM AUDIT
Use this if you need to place a service call for your customer.
fmaudit@mation.com
Use this if you need to setup your client on FM Audit.
supplies@mation.com
SUPPLIES
EQUIP ORDER
PROCESS SUPERVISOR
HUMAN RESOURCES (HR) IT
Use if you need to order supplies for your customer.
Use your local BC to get contact info.
hr@mation.com
ithelpdesk@mation.com
