The Playbook
The Playbook trains new hires from your own standard: your categories, your situations, your best answers. They practice until they sound like your best rep, and they are cleared for live calls only when you sign them off. Then their real calls show whether it stuck.
01 Ask the Playbook
Between customers, a rep types what the customer just said and gets your answer back, from best to never. If your Blueprint has no answer yet, it is flagged to us and we write it with you, so your people find the gaps just by doing their jobs.
Real situations from your library. The rep picks the best of four responses, all written the way a rep would say them, and sees the reasoning under every answer. The set is new every time, so there is nothing to memorize.
No multiple choice. The customer speaks, and the rep answers in their own words, typed or spoken. It is graded on the same scale and the same four tiers as a live call.
See it live →Type what the caller said. See how your best reps answer it.
See it live →02 What a new rep learns
Before a word of training is written, we sit down with you for The Standards Interview and build The Callsistance Blueprint: what a great call sounds like at your company, the situations your customers really create, and your own best, acceptable and poor answer for each one, plus the thing that should never be said. The Playbook is written from that and nothing else.
Level one
Who you are, who calls you, and what makes you different, in your own phrases, with "say it like this" and "never this" side by side.
Level two
Where your calls come from, the shape of a good call, and how every call has to end.
Level three
One lesson for each category: the priority you gave it, whether it is scored on every call or only when it comes up, and what a best answer sounds like.
The same standard grades their live calls, so what you train and what you measure are never two different opinions of a good call. When you sharpen it, the training is rewritten to match.
03 What they prove
The levels run in order, and nobody skips ahead. Each one opens only when the one before it is passed at your pass mark, and the score your managers see is always the first try.
They pass the final exam
Questions from every category and from the first three levels, at the pass mark you set.
No Critical category is weak
A good overall score cannot hide a hole.
Their manager signs them off
One click on the Training page, with a note if you want one.
The bar is yours. If you want 85% and no Critical category under 90, that is what the exam enforces. And if a rep needs a real second run, you can start them over from level one.
Nobody takes a live call until you clear them.
See it live →04 Whether it shows on live calls
Once a rep is on the phones, Knows it vs. does it puts their training score beside their live call score for every category. A big gap means they know the answer and are not using it. That is a conversation, not another lesson. Low on both means the lesson is the right place to start.
The Training Scoreboard shows the rest: who has started, who has stalled, and what each rep knew on the first try, not the retake. Needs a word lists anyone who has stalled for five days, never opened it, or is waiting on your sign-off.
Knows it in training, not doing it on the phone? Now you can see the gap.
See it live →Once they are on the phones, the Gameplan, their improvement plan and Suggestions take over.
Tell us how you want your reps to sound. With your permission, we call your stores and show you how your reps responded.
The Playbook and rep certification are included for every client.
Or just call us: 817-900-9195
Clips on fictional data. Northline Powersports, its reps and their scores are invented.