2. ASM Daily Responsibilities
Each ASM develops a customized shift plan that includes the following:
•Review re-occurring meetings for 1:1 coaching
•Who they plan to monitor? What is the plan for coaching?
•Review any issues that need to be addressed with the team.
• Reporting Overview
oProduction Rep Summary-Any inconsistencies?
oCampaign Analysis- List penetration, eligible contact rate, etc
o Avaya Reports to monitor break and aux time
oCelebrate Successes! Look for metrics to recognize accomplishments.
3. ASM Daily Responsibilities (continued)
• Spend 5 minutes of every hour waling the floor or communicating
with remote ISP’s (Inside Sale Professionals) to keep the team
engaged.
• At the end of day, ASM’s will report back if they accomplished what
they planned on doing that day.
4. ASM Weekly Responsibilities
• Monday Morning Meetings- 30 minutes
• Review prior weeks numbers
• Discuss spiffs or any miscellaneous items of the week
• Energize and excite the team for the week
• Friday Morning Meetings with Sales Director- 30-60 minutes
• Discuss outcomes- Current Performance vs Primary Goal
• Discuss any open items with Sales Director
• Friday Afternoon Trainings (as needed)
• Industry Training
• Sales Training
• Product Training
• Etc
5. ASM Weekly Responsibilities (continued)
• Coaching Time
• Side by side with individual ISP’s, 1 hour per week per ISP.
• Invites on calendars
• Additional coaching for ISP’s who are in need.
• This could be spontaneous based on ASM’s observations.
• Call Reviews
• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring
6. ASM Monthly Responsibilities
• One on One ISP Meetings
• The following action items would be discussed
• Performance vs Expectation
• Areas of concern or frustration
• Areas where additional training is needed
• Career aspirations/developmental growth
• ASM/Sale Director Meetings
• 1 call reviewed per ISP per week.
• Completed via cacti or live monitoring
20. How Does MMC Train SMEs?
• What is a SME?
– Subject matter expert
– Role is to support the sales team in a specific area of expertise
• Get the recruiting right!
– Industry experience
– Appropriate compensation
• MMC Training
– General
• Client Training
– Specific client resources
– Website links
– Client-side contacts
– Process training
• Certification
21. Campaigns
• MMC’s cornerstone – 80/20
– Multiple channels
– Drives growth
• Propensity scoring
– Includes sales history, receptivity to messaging, and buying potential
• Campaign Approach – Next Action Marketing
– Develop a treatment plan for each segment, targeted by message and channel of
delivery
– Have a very clear idea of what the next step is: Email? Direct Mail? Call?
Combination?
• How to maximize campaign efficiency
– Clean data
– You own the messaging
– Ensure adequate volumes
Editor's Notes
Reporting Overview- Matt will be going more in depth on the report that are used.Production Rep Summary- Do metrics look too high/too low? Utilize Why/Why framework here.
(Spend 5) engage by answering questions, checking on production or any issues they are having. A way to keep the finger on the daily pulse.(End of day) this gives the ASM the opportunity to explain what they were able to accomplish and what stood in their way so we can offer the support they need.
(prior weeks numbers) discuss outcomes, highlight top performers and look for trends in activitiesFriday afternoon meetings on an “as needed” basis
(ISP’s that are in need) ISP’s who are struggling that need additional coaching like new ISP’s or the development of the more tenured ISP’s.(Call Reviews) they are reviews that are not “side by side” so the ASM’s can get a better understanding of the calls when not sitting next to them.
