Job Aids

CRM Script

Needs Analysis

In an effort to improve unsatisfactory sales performance, managers launched a campaign to have all teams focus on building stronger clientele skills. During follow up and observation, leaders and specialists noted that there was a large population of team members who lacked confidence on the phone. Because they were often unable to successfully persuade their customers to come back in, they were reluctant to bother with the process.

Job Aid Design

Utilized bold color and graphics to appeal to multi-generational makeup artists. Provided bullet-point dialogue examples to highlight key things to say to reestablish a connection. Focused especially on the GREETING and PERSONAL TALK aspects in order to make both employee and customer feel more comfortable at the beginning, so the rest of the conversation flowed more organically.

These were laminated so that associates could use dry erase markers to write in details before attempting a call.