→ Learning Project Prep: Make the introduction between this employee
and an employee that has a loyal client base and practices appropriate
etiquette. Explain the purpose of the exercise (see below).
Suggested Learning Projects:
→ Observational Coaching: Have your coaching target sit down with the
employee introduced in your coaching session weekly and observe 3-4
of their customer and dealer interactions. Your coaching target will take
notes of three phrases that the employee used in their conversation that
would be valuable to the client that they were speaking to and will also
note why they might be important phrases. Ask them to bring their notes
to your next coaching session for discussion.
→ Journal-Based Coaching: Have your coaching target write down one
interaction each day where they felt they made a positive connection
with a client, and one interaction where they could feel some tension or
negativity in the conversation. How can they make a positive
adjustment when they have the next conversation with that client?
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Leave the person you are coaching a
handwritten note on their desk when they make a positive connection
with a client due to proper etiquette. Be specific in their actions that you
are referring to in your note!
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