Leads Management Training

The sales teams work with 100% inbound leads, all of which must be filtered through a Leads Management team tasked with assigning each lead to individual sales reps. Dips in conversion percentage can be traced to inefficiencies caused by the Leads Management team not properly filtering leads to the correct team and/or sales reps. Furthermore, the onsite sales team - those who work in the field - is reporting that their schedules allow for too much travel time between appointments leaving no time to follow up or field calls from prospective clients. 

More rigid policies are put in place that allows for the size of a customer’s home (Studio, 2 Bedroom Apartment, House) to determine whether the inside or onsite sales team gets assigned. Each team is also divided further between more experienced sales reps who can handle more complicated moves (Long Distance) and newer reps who should only handle easier moves (Local). In order to minimize travel time for the Onsite team, each rep can only be scheduled within 1 area (NYC Borough) each day. 

New implemented policies meant the Leads Management team in charge of assigning all inbound leads to sales must be retrained. In the real world, I utilized power point and in-person instruction to inform and guide in practices to enhance knowledge transfer. In order to utilize more modern tools and learning theories, I've taken the introductory piece of that training and built a demo training course using Articulate Storyline and Canva that allows the learner to receive the new policies and practice as they go along.