Page 94 - Sales and Operations Handbook for Managers.pdf

Procedure

Auditor will select a quote call from the database and

conduct a quote audit. Score the call based on a checklist

and submit it for review. The DSM should review the

scorecard and see how the auditor scored the Sales Agent. If

the Sales Agent scored below 80%, coach the agent and

acknowledge performance. If the score is above 80%, then
schedule a listening and coaching session. The Sales Agent

needs to attend the coaching session.

The manager and the Sales Agent should review the

scorecard and discuss it together to see how improvements
can be made. The manager adds comments and sets

performance expectations. The Sales agent acknowledges

performance expectations and submits the scorecard back

to their DSM. Agent works on the performance gaps before

a re audit.

The Auditor receives DSMs comments and

acknowledgement. Review the scorecard for comments,

make changes if needed. Send an exception report if

required (otherwise generated by the system). DSM should
review exception reports and complete outstanding

scorecards. RSM should review monthly exception reports

and notify DSMs.