Sales evaluation program for Technical Support

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hi my name is Terry Hansen I'm the president and founder of the Hansen University it's great to be with you I want to share with you if you're a business owner or a manager or an executive for example and you're looking for some different ways to evaluate and assess the overall performance and level of quality of your employees whether they're no matter where they are in the business they could be on the on the sales and customer into the business or on the production or technical or installation part of the business doesn't matter where but if you're looking for some effective ways to evaluate what how their performance is going let me give you a suggestion or two that'll make a big difference for you I'm taking the liberty to draw a little bit of a grid here I want to walk you through each one of these steps so that you can kind of get a sense for how you might use something like this in your particular business so on the left hand side of the column here what we notice is that these are the categories of the areas that you're going to assess or evaluate the employee in I certainly recommend at least five you can break these down how have you on two but we we typically recommend focusing on behaviors attitudes skills knowledge and then some other kind of administrative areas now you get to define what behaviors are you considered to be important to evaluate your employee on they could these are these are these are physical activities routines habits patterns of behavior that they do kind of day in and day out that you consider to be vital for the success of the business and into the achievement of their overall goals so you might come up with two or three or four or five different kinds of behaviors activities habits routines that if they do these things really that makes a huge difference to the overall success of their of their job the second is their attitudes now these are obviously clearly they're their perspectives their beliefs their mindset their overall mental attitude that they have that causes them to have a high degree of success third you must show you might come up with one or two or three or four doesn't matter but list those here under the skills section think about the different aspects of their job where skills technical techniques or competencies or capabilities you know that they have to really practice practice and practice and practice to do very well where those are required what skills are those actually are their communication skills are their technical skills are their selling skills I mean what what kinds of skills are required for excellent performance they're lists those there the fourth is knowledge what kind of expertise in understanding what could our insights do they need about the industry their own company the products and services maybe their job the customer themselves what kinds of knowledge do they need to have in order to be really truly effective so list those they're an under administrative that could be things related to software or how they keep themselves organized or meetings or trainings reports that they file just kind of administrative things but list those down there so use this basque bas k framework plus administrative is kind of a guide to get you thinking a little comprehensively as to all of the areas that they need to be evaluated in if we move over to this the center column here this is where you define for yourself what in your mind what you rep what you feel like what does excellence look like when it comes to performance if you had a perfect employee that did everything everything a hundred percent perfect all of the time what would that actually look like in each of these areas what would excellent outstanding ideal ultimately the ultimate desired performance what would that look like as an example it might be they would do something five times a day or under the attitudes they would have strong confidence in you know whatever skills there might be well practiced well well refined skills well practiced knowledge they might be very very smart when it comes to something you know and under admin they might be highly organized when it comes to something else but you define what excellence looks like here in this Center category and then last but not least is the fourth and final one we come over here to the right hand side this is where you're going to actually use this new report card that you just created for your employee you just came up with your categories you defined the very perfect performance in every way here now you're gonna assess and and and observe what their actual performance is and you're just gonna give them a great just give him a score maybe on the scale of one to four so in this particular area they might score a three a perfect score would be four that means they would do five these five behaviors five times a day and they would score four but he or she is only doing maybe three or four of those so I'm gonna give him a score of three you know if their attitude is a four there's strong confidence and there are strong and their confidence I give them a score of four and so forth and so on we score each one all the way down when I'm done with this I can sit back and take a look as a manager and say where are the biggest gaps between the ideal and the actual where should they be versus where are they out right now I can look through and see where my lowest scores are and that'll tell me exactly what areas I need to focus on as a manager to help them improve their performance you know so in this particular example score two one they don't ever take time to practice their skills their communication or technical or selling or customer service skills we never role play we never observe other people and give them feedback on what they're doing good and have other people give him feedback on what he's doing good we never take the time to do that so his skills are unpracticed and they're not very sharp so that's gonna be an area as a manager I'm gonna key into and so I might also look into the knowledge since that was another one that scored very low what can I do to increase the the training on the products and services that we offer on the job function what can I do to provide some more education and training to really beef up that knowledge so that he can be an expert or she can be really smart and savvy when it comes to this whatever area but evaluating your employees in this kind of a grid fashion it's pretty easy to put one together in Microsoft Word or Microsoft Excel or any of those kinds of tools not too not too tricky but use this sort of a grid pattern using behaviors attitudes skills knowledge and admin you can certainly add others if you see fit but identify the ideal what excellence looks like here and then their actual performance here and then show that to them and have a calm with the employee about how they were graded think of this as kind of a report card do this on maybe a monthly basis track their progress what did last month look like how do they score this month and how will they score next month and you should be able to see increases in progress and growth in each one of these areas so hopefully this a simple little tip tip and trick will make your life as a as a manager a little easier to identify what where are the performance gaps which gaps are the biggest ones that we need to focus on and work to improve in order to elevate overall performance company-wide so great to be with you if you want some more tips and suggestions go ahead and click on the link below and you can get access to some of our training courses that'll make a difference for you they're so good to be with you again my name is Terry Hansen I look forward to seeing you seeing you on the next time take care