CONSULTATIVE SALES LEADERSHIP
Embedded Files
Telecom Account Review Video Series
Summary: I designed & developed 4 short videos with follow-up e-learning modules for a third party organization that provides sales and customer experiences on behalf of primary telecom partners. Being able to accurately articulate the nuances of a customer's account and clarify confusion will help employees gain the trust of their customers. The primary audience is new employees with little to no telecom work experience.
Tools used: Apple Keynote, Adobe Premiere Pro, Panasonic Lumix S5 (camera), Rode NT1A (Microphone for voiceover), licensed b-roll from Envato Elements.
Telecom Account Review Learning Objectives
by the end of this training, learners will able to:
describe the main components of a wireless bill
describe how monthly device credits impact a customer's bill
recall the primary resources to utilize to conduct account research during a sales interaction
review a wireless bill and compare the customer's rate plan to the current rate plans offered
Account Review Video 1 of 4 introduces why employees should review a customer's account before discussing offers, common customer experience pain points, and shows key details to look for during an Account Review.
Account Review Video 2 of 4 introduces the components of a wireless bill, and how current carrier rate plan structures compare to retired rate plan structures (which customers may still have on their account).
Account Review Video 3 of 4 introduces common bill discounts and device credit structures. The video walks learners through an example of offering a BOGO ple Watch promotion, and how a bill would change.
Account Review Video 4 of 4 introduces a new example Account where learners can see exactly how an employee would use the information to make a plan for the sales interaction and offer.
Learning Experience Announcement Video
Summary: The business requested a training blitz in early 2022 to uplevel product expertise and selling techniques for AT&T Fiber. I quickly created this video (in 5 hours) to share in the weekly newsletter to announce the learning experience (a microlearning course made in Articulate Rise) by storyboarding the Script, sourcing b-roll, recording the talent remotely, and optimizing the audio.
Tools used: Zencaster, Apple Keynote, iMovie, mixkit.io (music).
Rewards Program Infographic
Summary: The business asked for a 2-page, visually-compelling document to distill a complex commission structure into more consumable terms. I leveraged storytelling (the example of the employee, Jordan) to produce a more palatable resource out of an original 9-page text article for customer-facing associates in the field.
EERP Apple 2.0.pdfGoogle Sites
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