Week 1: product and rules
- a product guide: what we sell, to whom, what makes us different
- the four rule documents: CRM, leads, conversation rules, the working day
- ten recordings of other people's conversations that ended in payment
- end of week: a short product check
Week 2: supervised
- easy enquiries, handled under supervision
- every conversation checked the same day
- the objection matrix, and first attempts at using it
- end of week: a review of three of their own conversations
Week 3: alone, with reviews
- full access to enquiries, but half the normal volume
- a short daily review: what worked and what did not
- first calls, if the channel is phone
Week 4: full load
- the full volume of enquiries
- the weekly review alongside everybody else
- at the end: scoring on the same six numbers as the rest of the team
The important part of this scheme is not the schedule, it is that every material sits in one place and is available without asking a colleague. Onboarding that rests on a mentor works only while the mentor is free.
What has to be on the platform
- The product guide.
- The four rule documents.
- Scripts and the objection matrix.
- Recorded reviews: real conversations with comments.
- A short course on the stages of a sale.
- A description of the comp plan with a worked example.
Signs onboarding is not working
- the new rep asks colleagues about things that are in the documents: either the documents are bad or nobody mentioned them
- the first result appears later than month two
- different reps work differently, because each was taught by somebody else