Recently, I was consulting to a training series. Here’s how the trainer introduced making calls to clients:
“Okay. Get out your phones and make a call.” Sure. The new agents are just going to jump right up and call someone and ask them for a lead. Not.
[ctt template=”3″ link=”8Ct4k” via=”yes” ]When the instructor asked the students to make calls to potential clients, those agents just sat there. What should the trainer have done to assure the students would actually make calls ‘for real’? [/ctt]- Demonstrate: The trainer should have demonstrated how to make a call to a particular market.
- Provide script or process: The trainer should have provided a script or a process for agents to follow.
- Role play: The trainer should have put agents in pairs (or 3s) and had them practice so they can ‘hear’ the words and grasp the process.
- Debrief: The trainer should have de-brief the exercise.
Now, the students are confident they can successfully use a script or process and are ready to call ‘for real’.
Principle: Never ask students to do something ‘for real’ until they’ve done it as ‘leatherette’ (role play).
Watch the video below to see how to successfully facilitate a role play.
How have you been preparing your students for ‘real life’? Are you skipping some steps?
See my 2 instructor development and train the trainer (distance) workshops at Cross Institute.
