Your SlideShare is downloading. ×
Know Your Customer TrainingWhere is your training class being conducted?                                Response    Respon...
Know Your Customer Training                                   13                                          10.00%        1 ...
Know Your Customer Training                    Laurie, Lesley                                           0.00%         0   ...
Know Your Customer Training         Castorino, Joe                                   0.00%   0      Coleman, Tracey       ...
Know Your Customer Training                      Wittig, Diana                                                            ...
Know Your Customer TrainingThe key questions to ask in order to dig for quality information---Even though a first contact ...
Know Your Customer TrainingLeland is very good at helping to think outside the box. I feel confident that when I start fie...
Know Your Customer Training2nd contacts into successful ones.---Mike is engaging, funny, brings a very real perspective of...
Know Your Customer TrainingPlease provide additional comments about your Primary ATL.Please provide additional comments ab...
Know Your Customer TrainingPlease provide any additional comments.n/a---I am really enjoying the class!---I am having a GR...
Upcoming SlideShare
Loading in...5
×

Satisfaction Scores 3

137

Published on

My facilitation ratings while in a Primary Facilitator role. Look for primary results,comments and ratings by the trainees. Example of results

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
137
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Satisfaction Scores 3"

  1. 1. Know Your Customer TrainingWhere is your training class being conducted? Response Response Percent Total St. Louis 100.00% 10 Tempe 0.00% 0 Total Responses 10What is your class number? Response Response Percent Total 1 0.00% 0 2 0.00% 0 3 0.00% 0 4 0.00% 0 5 0.00% 0 6 100.00% 10 7 0.00% 0 8 0.00% 0 9 0.00% 0 10 0.00% 0 11 0.00% 0 12 0.00% 0 13 0.00% 0 14 0.00% 0 15 0.00% 0 16 0.00% 0 17 0.00% 0 18 0.00% 0 19 0.00% 0 20 0.00% 0 21 0.00% 0 22 0.00% 0 23 0.00% 0 24 0.00% 0 25 0.00% 0 Total Responses 10What is the survey number assigned to your workstation? Response Response Percent Total 1 0.00% 0 2 0.00% 0 3 10.00% 1 4 10.00% 1 5 10.00% 1 6 10.00% 1 7 10.00% 1 8 0.00% 0 9 10.00% 1 10 10.00% 1 11 10.00% 1 12 10.00% 1
  2. 2. Know Your Customer Training 13 10.00% 1 14 0.00% 0 15 0.00% 0 Total Responses 10What day of class are you evaluating? Response Response Percent Total Day 2 100.00% 10 Day 3 0.00% 0 Day 4 0.00% 0 Day 5 0.00% 0 Total Responses 10Who is your PRIMARY ATL? Response Response Percent Total Abarquez, James 0.00% 0 Alexander, Anneliesa 0.00% 0 Alm, Kevin 0.00% 0 Anderson, Kristina 0.00% 0 Appel, Jeff 0.00% 0 Arner, Autam 0.00% 0 Ballam, Christina 0.00% 0 Bartlett, Eric 0.00% 0 Black, Ken 0.00% 0 Bourne, Cassandra 0.00% 0 Bowser, Walt 0.00% 0 Bridges, Amy 0.00% 0 Bunnell, Steve 0.00% 0 Castorino, Joe 0.00% 0 Coleman, Tracey 0.00% 0 Corley, Elizabeth 0.00% 0 Daugherty, Angela 0.00% 0 Dentinger, Brian 0.00% 0 Drogo, Bill 0.00% 0 Eagan, Mary Rose 0.00% 0 Erwin, Sarah 0.00% 0 Falk, Nathan 0.00% 0 Franklin, Mike 0.00% 0 Goin, Katie 0.00% 0 Grone, Sherry 0.00% 0 Haring, Kate 0.00% 0 Harris, Holly 0.00% 0 Heithaus, Beckie 0.00% 0 Hires, Brian 0.00% 0 Horton, Sean 0.00% 0 Johnson, Robyn 0.00% 0 Jones, Jonathan 0.00% 0 Kight, Ryan 0.00% 0 Ko, Michelle 0.00% 0
  3. 3. Know Your Customer Training Laurie, Lesley 0.00% 0 Leiendecker, Anastasia 0.00% 0 Lininger,Veronika 0.00% 0 Malick, Carrie 0.00% 0 McDonough, Emily 0.00% 0 McKiel, Jennifer 0.00% 0 Mohme,Chris 0.00% 0 Muench, Jessica 0.00% 0 Noetzel, Janine 0.00% 0 Ratliff, Nancy 0.00% 0 Schlosser, Sarah 0.00% 0 Sharp, Lauren 0.00% 0 Simmons, Nathan 0.00% 0 Smith, Jacqueline 0.00% 0 Smith, Leland 100.00% 10 Springer, Adam 0.00% 0 Spychalski, Brenda 0.00% 0 Steinkamp,Michael 0.00% 0 Stewart, Farah 0.00% 0 Toland, Kristina 0.00% 0 Turner, Scott 0.00% 0 Volz, Joe 0.00% 0 Wade, Brooke 0.00% 0 Wagstaff, Becky 0.00% 0 Walker, Tami 0.00% 0 Warchol,Katie 0.00% 0 Warriner, Abbey 0.00% 0 Williams, Stevi 0.00% 0 Wittig, Diana 0.00% 0 Woodward, Katie 0.00% 0 Wyatt, Steve 0.00% 0 Young, Robb 0.00% 0 Total Responses 10Who is your PARTNER ATL? Response Response Percent Total Abarquez, James 0.00% 0 Alexander, Anneliesa 0.00% 0 Alm, Kevin 0.00% 0 Anderson, Kristina 0.00% 0 Appel, Jeff 0.00% 0 Arner, Autam 0.00% 0 Ballam, Christina 0.00% 0 Bartlett, Eric 0.00% 0 Black, Ken 0.00% 0 Bourne, Cassandra 100.00% 10 Bowser, Walt 0.00% 0 Bridges, Amy 0.00% 0 Bunnell, Steve 0.00% 0
  4. 4. Know Your Customer Training Castorino, Joe 0.00% 0 Coleman, Tracey 0.00% 0 Corley, Elizabeth 0.00% 0 Daugherty, Angela 0.00% 0 Dentinger, Brian 0.00% 0 Drogo, Bill 0.00% 0 Eagan, Mary Rose 0.00% 0 Erwin, Sarah 0.00% 0 Falk, Nathan 0.00% 0 Franklin, Mike 0.00% 0 Goin, Katie 0.00% 0 Grone, Sherry 0.00% 0 Haring, Kate 0.00% 0 Harris, Holly 0.00% 0 Heithaus, Beckie 0.00% 0 Hires, Brian 0.00% 0 Horton, Sean 0.00% 0 Johnson, Robyn 0.00% 0 Jones, Jonathan 0.00% 0 Kight, Ryan 0.00% 0 Ko, Michelle 0.00% 0 Laurie, Lesley 0.00% 0Leiendecker, Anastasia 0.00% 0 Lininger,Veronika 0.00% 0 Malick, Carrie 0.00% 0 McDonough, Emily 0.00% 0 McKiel, Jennifer 0.00% 0 Mohme,Chris 0.00% 0 Muench, Jessica 0.00% 0 Noetzel, Janine 0.00% 0 Ratliff, Nancy 0.00% 0 Schlosser, Sarah 0.00% 0 Sharp, Lauren 0.00% 0 Simmons, Nathan 0.00% 0 Smith, Jacqueline 0.00% 0 Smith, Leland 0.00% 0 Springer, Adam 0.00% 0 Spychalski, Brenda 0.00% 0 Steinkamp,Michael 0.00% 0 Stewart, Farah 0.00% 0 Toland, Kristina 0.00% 0 Turner, Scott 0.00% 0 Volz, Joe 0.00% 0 Wade, Brooke 0.00% 0 Wagstaff, Becky 0.00% 0 Walker, Tami 0.00% 0 Warchol,Katie 0.00% 0 Warriner, Abbey 0.00% 0 Williams, Stevi 0.00% 0
  5. 5. Know Your Customer Training Wittig, Diana 0.00% 0 Woodward, Katie 0.00% 0 Wyatt, Steve 0.00% 0 Young, Robb 0.00% 0 Total Responses 10What are the key takeaways you will use when making first contacts with prospective clients?Talking slow and making eye contact. Focusing on having a conversation---Have a strategy when going out to how you will make your contacts. Along with that really making sure you leave with a purposeto return.---Do everything possible to obtain a need, number, and name. Be sure to be cordial and develop a relationship built on trust.---Being confident and learning the hamburger system to direct the converastion to the prospect and dig in to determine thier needs.---Asking open ended questions, using hamburgers, adding value and staying poised.---Name, Need and Phone Number---The hamburger method to responding to questions.---Be deliberate, and roll with the punches. Deflect comments, questions, or concerns that would take the conversation off course,and work steadily towards turning the contact into a real contact. Dont internalize a hostile contact, instead work toward the nextcontact.---Proper way to introduce myself, and engage the prospect. How to ask quality open-ended questions to draw out importantinformation about the prospect. How to deflect questions through use of the "hamburger." How to use the "Sensible Investing"flyer to draw out a need. How to use that need as a reason to contact them again. How to close the conversation and ask forreferrals. How to create a strategic quadrant plan of attack when scheduling locations to make face to face contacts. Somereal-world situations when making face-to-face contacts through role-playing with the Visiting Vet.---name (first and last), phone number, reason for return, professional information, concern identified by customer duringpresentation ofthe Sensible Investing piece. ReferralsWhat are the key takeaways you will use when making repeat contacts with prospective clients?I will dig for information and ask open ended questions---Getting the three main pieces of information-name, phone #, and need so that you can call those propective clients at eval/grad.---Reestablish contact and obtain either the need, name, or number that was not obtained on the first contact.---Re establishing rapport with the prospect and building up that trust and relationship status. Always bringing value to theprospective client.---Connecting the first contact to this meeting, finding a need if I hadnt already, and getting the phone number if I hadnt already.---Review needs and ask open ended questions as follow up---
  6. 6. Know Your Customer TrainingThe key questions to ask in order to dig for quality information---Even though a first contact wasnt the textbook ideal contact, its possible that it was simply due to bad timing. Work through arepeat contact with the goal of adding value and building trust so that the customer will begin to gain a sense of wanting tocontinue the conversation. Be sure to soak up all information so that the repeat flows smoothly.---How to re-introduce myself to a First Contact. Great open-ended questions to help drill down for more information regarding theprospects need or concern. Great "filler/rescue" questions in case I get stuck. How to present the Edward Jones and Youbrochure upon leaving the repeat contact.---reason for return, answers to open ended questions that pertained to concerns mentioned at first contact. Information that wouldlead to the presentation of a solution during eval/grad. You would take away information, such as a phone number that was notgiven during first contact. ReferralsPlease rate your ATLs and Visiting Veteran on each of the Below my 2 Meeting 4 Exceedin Totalfollowing. expectati my g Responses ons1 expectati myexpect ons3 ations5 My Primary ATL creates a positive atmosphere that 0.00% 0.00% 10.00% 0.00% 90.00% 10 encourages learning. My Primary ATL provides me with useful feedback I can 0.00% 0.00% 10.00% 0.00% 90.00% 10 immediately implement to my business. My Partner ATL creates a positive atmosphere that 0.00% 0.00% 10.00% 10.00% 80.00% 10 encourages learning. My Partner ATL provides me with useful feedback I can 0.00% 0.00% 10.00% 10.00% 80.00% 10 immediately implement to my business. My Visiting Veteran provides examples and perspective 0.00% 0.00% 0.00% 30.00% 70.00% 10 throughout the discussion. My Visiting Veteran is professional and approachable. 0.00% 0.00% 0.00% 20.00% 80.00% 10 My Visiting Veteran provides me with useful feedback I can 0.00% 0.00% 0.00% 20.00% 80.00% 10 immediately implement to my business. Total Responses 10Please provide additional comments about your Primary ATL.Leland is great he is a lot of fun and keeps things upbeat---Leland does a great job keeping the class motivated and using various ways to keep the class interesting.---Offers a very comfortable and encouraging atmosphere. Very helpful in providing instruction and information that will be used inthe field.---Leland has done a fantastic job teaching to everybodys need in the class and created a learning friendly enviornment---He is very energetic and I can tell he cares about our learning.---Great comments and productive feedback concerning any weaknesses.---Leeland did a great job. Hes very knowledgable about how to prospect and talk to prospects.---
  7. 7. Know Your Customer TrainingLeland is very good at helping to think outside the box. I feel confident that when I start field foundations next week, I will beprepared for the vast range of situations that Ill face.---Leland is awesome! He is funny, energetic, empathetic, and extremely resourceful.---Leland knows his material. Encourages participation so that we learn from one another.Please provide additional comments about your Partner ATL.I havent spent alot of time with cassandra but she seems like a great teacher---Cassandra has done well with helping us establish good ways to build our prospective client list by identifying our approach forrepeat contacts.---Offers a very comfortable and encouraging atmosphere. Very helpful in providing instruction and information that will be used inthe field.---Cassandra was great, she did a fantastic job giving examples and real world situations for our repeat contacts.---She is very efficient and very easy to approach with questions.---Positive interaction with the group and great suggestions for repeat calls.---Cassandra has done a great job this afternoon talking about second contacts.---Cassandra is very focused and approachable, involving everyone in the class and the visiting veteran in order to bring all theideas to the table.---Cassandra is knowledgable, and professional and also very encouraging.---Cassandra does a great job faciliting. She is engaging in her presentation style.Please provide additional comments about your Visiting Veteran.Mike is great he is hands down the best part of class without a doubt.---Mike has done a good job being positive with feedback when watching our face to face role plays. He also gives us good ideasand ways to implement ideas and habits into our business.---Relayed valuable experience and expertise garnered in the field that can be used to our advantage.---Mike is great, he gives ideas and suggestions that are relevant to where we are in our training.---He provide good insight, and adds a lot of great value.---Excellent comments, suggestions for making calls and overcoming objections.---Mike is really good in helping the class and giving real life examples.---Mike offers a great amount of experience and information, helping Leland and Cassandra with real situations that hes comeacross so that the class is prepared. Hes great at helping us to come up with ideas to have ammunition prepared to turn 1st and
  8. 8. Know Your Customer Training2nd contacts into successful ones.---Mike is engaging, funny, brings a very real perspective of what we can expect in the field. He offers great insight and solutionsand phrases that will help with my interaction with prospects.---Mike does a great job of presenting real world scenerios he has experienced, and how he managed through them using the skillswe are learning. Very approachable.Please rate your level of confidence with each of the following. Not 2 Confident 4 VeryConfi Total Confident 3 dent5 Responses At All1 Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Fixed Income Investments Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Equity Investments Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Mutual Fund Investments Total Responses 0What would increase your confidence in understanding fixed income, equity and/or mutual fund investments?Please rate your ATLs and Visiting Veteran on each of the Below my 2 Meeting 4 Exceedin Totalfollowing. expectati my g Responses ons1 expectati myexpect ons3 ations5 My Primary ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 0.00% 0.00% 0 encourages learning. My Primary ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. My Partner ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 0.00% 0.00% 0 encourages learning. My Partner ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. My Visiting Veteran provides examples and perspective 0.00% 0.00% 0.00% 0.00% 0.00% 0 throughout the discussion. My Visiting Veteran is professional and approachable. 0.00% 0.00% 0.00% 0.00% 0.00% 0 My Visiting Veteran provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. Total Responses 0
  9. 9. Know Your Customer TrainingPlease provide additional comments about your Primary ATL.Please provide additional comments about your Partner ATL.Please provide additional comments about your Visiting Veteran.Please rate your level of confidence with each of the following. Not 2 Confident 4 VeryConfi Total Confident 3 dent5 Responses At All1 Writing a Tax-free investment presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Writing an Equity investment presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Writing a Mutual Fund presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Total Responses 0What would increase your confidence in writing a tax-free, equity, and/or mutual fund presentation?Please rate the course material on each of the following. Strongly Disagree Neither Agree Strongly Total Disagree AgreeNor Agree Responses Disagree The training material was easy to follow 0.00% 0.00% 0.00% 0.00% 0.00% 0The role-plays and activities added to my learning experience 0.00% 0.00% 0.00% 0.00% 0.00% 0Overall, the time allotted to the subject matter was appropriate 0.00% 0.00% 0.00% 0.00% 0.00% 0 It was clear to you how this material will assist you as a 0.00% 0.00% 0.00% 0.00% 0.00% 0 Financial Advisor Total Responses 0Please rate your level of clarity with each of the following. Not 2 Moderatel 4 Complete Total ClearAt yClear3 lyClear5 Responses All1 The number of quality contacts required in order to attend 0.00% 0.00% 0.00% 0.00% 0.00% 0 Evaluation Graduation. The training and exams to be completed in order to attend 0.00% 0.00% 0.00% 0.00% 0.00% 0 Evaluation Graduation. Total Responses 0What would increase the clarity of your overall expectations?
  10. 10. Know Your Customer TrainingPlease provide any additional comments.n/a---I am really enjoying the class!---I am having a GREAT time, learning a lot, and improving my skills. I have noticed an dramatic difference in my delivery and lookforward to further improving my skills and confidence.---Enjoying it! Learning a lot! Response Response Percent Total Total Responses

×