SALES TRAINING

PREPARED FOR: [Client Logo]

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

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

Assessment Secret shopper Call monitoring On-site call coaching

Secret Shopping Pre-training Promo/sales assessment

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

Secret Shopping Reporting Individual and team reports Recorded call audio files

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

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

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

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

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

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

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