Course Curriculum

  • 01

    Key Performance Indicators

    • Activities

    • Calls

    • Contacts

    • Appointments

    • Shows

    • Solds

    • Transfer of Opportunities (TOs)

    • Knowledge Check
  • 02

    Management Engagement

    • Importance of Management Engagement

    • Hourly Management

    • Daily Management

    • Weekly Management

    • Monthly Management

    • Knowledge Check
  • 03

    Training and Reinforcement

    • Three Aspects of Learning

    • Daily Training and Reinforcement

    • Leveraging Call Recording

    • Transfer of Opportunity

    • Effective Script Training

    • Knowledge Check
  • 04

    Motivating Your Team

    • Goals and Expectations

    • Importance of Success

    • Keeping It Fun

    • Knowledge Check
  • 05

    Sustaining New Ways of Working

    • Putting Action into Action Plans

    • Create a Culture of Accountability

    • Knowledge Check

    • Leverage your Digital Retailing Tools and Technology 2.0

    • Recovering from Service Failures

    • Knowledge Check
  • 06

    Course Completion Test

    • Managing Staff Performance

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