1. SALES TRAINING

2. PREPARED FOR:
[Client Logo]

3. Customer Service & Sales Programs
Pivot’s customer service and sales program helps your sales team:
Increase customer satisfaction
Increase sales
Become more confident and informed

4. Our Proven Approach Assessment Custom training development
Training delivery
Ongoing training reinforcement that can include:
Ongoing call monitoring and feedback
Follow-up “refresher” training
Monthly webinars to reinforce training
Weekly reinforcement activities
Supervisor coaching

5. Assessment
Secret shopper
Call monitoring
On-site call coaching

6. Secret Shopping
Pre-training
Promo/sales assessment

7. How our Secret Shopping program works
Call standards are defined
CSR list and work schedule is provided
Homes passed report is provided
Major competitors are identified

8. Secret Shopping Reporting
Individual and team reports
Recorded call audio files

9. Call Monitoring & Feedback
Monthly progress reports – individual and team
Recorded call audio files
Call coaching support

10. Training to your needs Your company’s customer experience
Call standards
CSRs as revenue generators
Basic and advanced customer service skills
Basic and advanced sales skills
Dealing with difficult customers

11. Reinforcement Ongoing call monitoring Call re-scripting Call coaching
Webinars
Weekly activities

12. Pivot Training: Reinforcement is Key!
SUSTAINED HIGH PERFORMANCE
REINFORCEMENT
& FEEDBACK
REFRESHER TRAINING
BUILD ON SKILLS
REINFORCEMENT
& FEEDBACK
TRAINING

13. Special Training State of the Industry Retention training
Product training
- Broadband Uses | IPTV | VoIP Hosted PBX | WildBlue
Supervisor training
Train-the-Trainer
Field Technician as sales generators

14. Team Building & Leadership
Our trainers have skills and experience to help you work more efficiently:
Leadership
Myers Briggs-certified
- Culture change
- Effective teams
- Dealing with conflict

15. THANK YOU