EVALUATIONS AND ASSESSMENTS

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EVALUATIONS AND ASSESSMENTS

• Presented on June 19, 2000
• by Marjorie Sato and Ken Sims

The San Francisco Newspaper Agency Agent for The
San Francisco Chronicle The San Francisco
Examiner
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Do They Have What it Takes?
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Pre-Assessment

• Training Simulation
• Attitude
• Learning Styles
• Cognitive Ability
• Hands-on computer skills

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How and How Often Do You Assess?
1 x?
Before Training?
2 x?
After Training?
3 or more?
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Ongoing?
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2 Week Assessment

• Role Play
• Attitude
• Live Calls
• Feedback
• Quantitative Scoring

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11 Week Assessment

• Revisit Fundamental skills
• Emphasis on Achievement of Goal
• Include Supervisor and Manager
• Probationary Period

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What Do You Do With the Results?
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Call Reviews

• Performance and Attitude
• Remote Technology

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Coaching Sessions

• Sales Performance
• Action Steps
• Plan for Follow-up

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Have You Given Them Enough Training?

• Sales Training
• Building Customer Relationships
• Team Building

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Whats Holding your employees back from Peak
performance?

• Lack of Training
• Lack of Feedback
• Lack of Follow-up!

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Follow-Up is Key to Peak Performance