rock star consumer facilitators guide -...

We appreciate your partnership in launching the Rock Star program within the CMB organization! As a

facilitator, you play an extremely important role. Successful execution of the role plays is critical to the

success of the program. This guide was designed to provide you with information on how to properly set

up, facilitate, and debrief each session. Although participation should be encouraged, the program is

voluntary and reps may choose to not to participate. In these cases, the role play session and coaching

will continue as part of their normal training and development, however the score will not be counted to

determine their standings in the program. In this situation, use the non-branded version of the materials to

conduct the role play and follow the BAU documentation process in power coach.

Facilitator’s Guide

Customer Background

SMART Opportunities

Entertainment Needs

Featured Product(s)

Quick Reference Guide

Customer Profiles

We have designed a series of customer profiles to provide structure for conducting a sales skills

demonstration as part of the Rock Star program. It’s important to understand the content included in each

profile and how it should be utilized to provide a consistent, high-quality experience to all participants.

Each profile consists of 5 major components:

Setting up the Role Play

As a leader within the organization, you have a major impact on how new programs are perceived by our

employees. The Rock Star program is all about providing the opportunity to enhance our sales skills in a

fun and safe environment. It’s important to generate excitement surrounding the program and ensure

employees are engaged. In addition, use these tips to help prepare consultants for the activity:

• Set the tone upfront. Create awareness and build excitement surrounding the program.

• Use the ‘Rock Star Performance Tips Job Aid’ to introduce the activity and outline the instructions.

• Allow time to debrief with the participant after each sales skills activity is completed.

The Customer Profile was created to provide a foundation for the activity and help guide the sales

conversation. Facilitators should review each customer profile in detail prior to starting the sales skills

demonstration. The Customer Profile should NOT be shared with the participant.

Customer Background

Intended to provide additional details surrounding the household. Use this

information to help guide the rest of the conversation. If the Customer Profile

involves a situation where the participant must transition the sale, provide the

consultant with background information on what action(s) have already been taken.

SMART Opportunities

Featured Product(s)

Quick Reference Guide

This section provides opportunities to make a connection with the customer. The

information in this section should only be shared if the participant attempts to make a

connection with the customer using SMART techniques.

Includes the number of devices, online activities, must have channels, and recording

habits. You should make the participant earn this information by asking quality

discovery questions. Start by providing the ‘Primary Response’ If the question is not

well defined or lacks supporting examples.

At some point during the conversation, you should ask the question provided in the

‘Featured Product(s)’ section. This section was designed to measure confidence level

and test product knowledge for targeted products and services.

Provides a brief summary of the profile and entertainment needs of the household. It

can be useful to reference during the conversation without reading the full profile.

Entertainment Needs


The length of the activity should NOT exceed 12 minutes. It’s important to set clear expectations upfront

that the sales presentation will be stopped after 12 minutes. At that time, any remaining steps of the sales

process that have not been completed will receive zero points on the scorecard.

Facilitating the Role Play

Be sure to follow the below guidelines when completing the sales skill demonstration:

• Set a timer. The length of the actual sales skill demonstration must not exceed 12 minutes.

• Stay in character. Avoid leading and / or coaching the participant during the exercise.

• Make it a priority. Once it has been started, the activity should NOT be interrupted for any reason -

barring disruptions that compromise the quality of the activity or the safety of the participants.

• For a new acquisition scenario, instruct the participant to start with the call opening, connect, discover,

make a product recommendation, and end the activity when a close is attempted.

Scorecard

Debrief the Role Play

The scorecard was designed to document if the participant was able to

demonstrate the desired sales skills. Facilitators should complete a scorecard

for each sales skill demonstration. Scorecards should be completed during, or

immediately following, each session. The scorecard helps to provide a level

playing field and ensure a consistent coaching experience for all employees.

Some components of the scorecard are weighted more heavily than others.

The first 2 sections of the scorecard should be scored all or nothing, while the

3rd section allows for a qualitative measurement (on a scale of 1 – 10) of the

overall customer experience.

It’s important to debrief and provide immediate feedback to the participant

upon completion of the activity. Use the Be The Reason Coaching Model to

help the participant identify strengths and areas of opportunity. The scorecard

can be used to guide the conversation and feedback provided during the

debrief session, but the actual form and total score should NOT be shared

with the participant.


3rd Party Review Process

In addition to the facilitator and participant, all role plays at the team and center level must be observed

by an independent 3rd party. At the team level, 3rd party observers may include Team Leaders, CCMs,

Trainers, Local / National Support Staff, or Directors. At the center level, CCMs will observe all role

plays conducted with the winners from each respective team, and help select the overall winner from his

/ her respective call center.

Tie Breaker

In the unlikely event of a tie, another role play will take place between the participants with the highest

score to determine the winner. Be sure to use a different Customer Profile for the tie breaker activity.

Follow the standard scoring process.


Rock Star: __________________________________________________________ Date: ________________

Coach: _______________________________________ Observer: _______________________________________

Consumer Sales Skills - points are all or nothing Possible Score

1 SMART: Convey a “smile” in their voice and engage the customer in a positive, upbeat manner 1 pt

2 SMART: Connect with the customer by expressing a genuine interest in the customer 1 pt

3 SMART: Use the customer’s name at the appropriate time(s) 1 pt

4 Ask meaningful discovery questions to determine the needs of the household 3 pts

5 Be attentive, a good listener and ask open ended questions to encourage the customer to talk 3 pts

6 Build the value of products and services by selling the experience to the customer 3 pts

7 Explain the value of Verizon’s competitive advantages (ie, SpeedMatch, FiOS Mobile, PC Mag) 3 pts

8 SMART: Make a customized recommendation based on customer needs and what they value 3 pts

9 Use Assumptive Closing techniques when appropriate to gain customer acceptance 1 pt

10 SMART: Express a sincere Thank You for choosing Verizon 1 pt

Sub-Total (out of 20)

Solution - points are all or nothing

11 Displays confident knowledge of Verizon’s products and services 2 pts

12 Provides accurate product information in a manner that is easy to understand 2 pts

13 Promotes features and benefits of strategic products (ie, FiOS Quantum TV, FiOS Mobile, etc.) 2 pts

14 Uses a consultative approach to guide the sales process. 2 pts

15 Close the sale and reinforce the purchase decision. 2 pts

Sub-Total (out of 10)

Customer Experience – points are on a qualitative measurement (1-10)

16 From 1-10, rate the overall customer experience the Rock Star provided 1-10 pts

TOTAL SCORE (OUT OF 40)

Combined Judge’s ScoresJudge 1 Judge 2 Judge 3 Total

Scorecard (Consumer)

Important Reminders

Managers and Team Leaders play a critical role in the execution of the Rock Star program. Here are a

few important reminders:

• You have an enormous influence on your employees. As a leader, must understand that how your

employees perceive the program will be strongly based on how you introduce and conduct the

program.

• It’s your responsibility to ensure sessions are planned and executed to give every representative a fair

chance to participate in a timely manner.

• A 3rd party MUST observe all role plays at the team and center level. If a 3rd party is not included for

the entire duration of the activity, the session will be disqualified.


Frequently Asked Questions

FAQs

• Where do I obtain the most current program documents? Visit verizonrewards.com to obtain the most current version

of all documents.

• Who will be judging the Team Competition? Round one is judged by the Team Leaders and a 3rd Party Observer (i.e.,

Team Leaders, CCMs, Trainers, Local / National Support Staff, or Directors).

• In Miami will the competition be on stage in front of a large audience? There will be more than one round in Miami.

The semi-final rounds will be held in break-out rooms with judges and the coach. The final round will be performed on

stage in front of all participants (only the top two reps representing consumer and top two reps representing business

will perform on stage).

• If associates do not want to participate in Rock Star how does this get tracked? Reps who do not participate will

complete a role play and it will be tracked as part of the BAU coaching and development process. The Team Leader

may also indicate in the tracking tool on VZ Rewards that the Associated has opted out.

• Can employees bring job aids into the role play? Yes. Associates may bring their “Prep Sheets”, any standard job aids,

as well as pens and blank paper.

• Can employees take notes while doing the role play? Yes.

• Do employees need to disclose any compliance rules while doing the role play? No.

• Do the practice role plays and competition role plays count towards BTR sessions? Yes.

• Are there 2 ways for the Team Leaders to win? YES, winning reps will bring their TL to the finale event, and there is a

TL competition immediately following the Team Level Competition and that winner also will go on to the finale event.

• When scoring, do you have to give all the points if a line item has been designated with “3” points? Yes. With the

exception of the Customer Experience question, all points are “all or nothing”

• When will the quizzes become available? After the Team Competition quizzes will become available in VZ Rewards. A

communication will be sent out as a reminder.

• Will overcoming objections be a part of the role play? Overcoming objections may be required as part of the role play.

• Are accurate pricing/packages important during role play? No. The role plays should be based on the value and benefits

of our products. Specific/accurate pricing is not required during the role play process.

• Will the score card change based on role play scenario? The score card format and process will remain the same

throughout the competition.

• If the Team Leader role is vacant which TL accompanies the rep in Miami? The rep “Coach” will accompany the rep. The

Director and Center Manager will work together with the rep to determine who the most suitable “Coach” is.

• If the Team Leader is someone in an acting role, will they be eligible to participate as the coach? Yes.

• Will reps who are out on leave and/or disability count towards assessing the CCM’s Quiz participation rate? No.

Headcount for the manager’s competition / quiz participation rate will be determined by active reps that are

participating in the competition.

• Will MSSC reps be able to compete in language at the semifinals and finals? The semifinals may be conducted in

language, and final competition will be conducted in English (top two reps only).

• Who is actually scoring the TLs during the Team Leader competition? The TL’s Associates and Center Manager will score

the TL during the TL competition.

• Does the Consultant have to worry about obtaining information such as email address, service address, cbr (etc) during

the role play? No.

Frequently Asked Questions (cont.)

FAQs

• Can we provide the Consultants with the scorecard? No. Reps should not be given the score card. Reps can use their

Prep Sheet as a guide.

• Why are there 3 spots for judge’s scores if there are only 2 judges participating in the role play? The additional scoring

locations will be used in the semifinal and final competition where there will be additional judges participating. They

should not be used in the Team Competition.

• When will instructions be given on how to submit role play scores? On April 27th, the tracking sheet will become

available on VZ Rewards and contain instructions.

• Will the Team Leader who has a winning rep have to compete in the Team Leader Competition? Yes. All Team Leaders

are required to compete in the TL competition. This is a great opportunity for them to demonstrate their skills in front

of their team.

• When will specifics about the Best Practice submissions and additional role plays be released? Those details will be

located on VZ Rewards when they become available after the Team Competition.

• Can associates on performance steps attend the event? Yes. The competition is open to all reps.

• At what point of the Role Play is the Role Play actually over? The Role play will be complete after the rep has completed

the connect, discover, recommend, and close portion of the call flow, or when the 12 minute maximum time frame has

been reached, whichever comes first.

FAQ – From the TL / CCM Rock Star Update Call

FAQ

• Why is a 3rd party observer needed for reps that choose not to participate in competition? The 3rd party is not required

but is recommended for those that do not participate as they are there to help both you and the rep. For reps who are

participating in the program, the 3rd party is always required.

• Should any of the practice sessions that were held last week be entered into the data base? No. Practice sessions

should not be tracked on verizonrewards.com. Only the 3 competition role plays should be tracked.

• Will a third party be making the trip to the LPCs three times per rep? Yes a third party will be required for all

competition role plays.

• Is an hourly employee sitting in for a VACANT team eligible to win Rock Star as a coach? Yes. If an employee is in an

“acting” Team Leader role, providing coaching and feedback in the same capacity as an actual Team Leader, they will

be eligible to win as a coach.

• Do we only enter the role play with the highest score into Verizon rewards? Yes. Only the highest scoring role play

should be tracked on verizonrewards.com – be sure to submit the scores as you go and only update the score if it is

higher than the previous score.

• If the rep scores a 35, do we enter 35 or 70 since there are two judges? 35. The rep and he 3rd party score together,

and should arrive at the same single score. You do not add up the scores of everyone.

• If the 2 observers have different scores, do you round up when you combine the average score? The scoring sheet

should be filled out together and the TL and 3rd party should agree on each element of the scorecard, arriving at one

single score.


FAQs

• If a question on the scorecard does not apply, should the rep be given all the points? Yes, in the event a score card

question does not apply, the rep should be given all the points.

• Can all three scoring sessions take place in one week in May? When possible, the scoring sessions should be spread out

weekly to provide the rep with the maximum amount of time to absorb their coaching feedback and prepare for the

next role play. In special circumstances, such as when a rep will be on vacation, or the Team Leader will be out of

office, the role plays can be condensed into a shorter time frame to ensure the rep still as all 3 chances to compete and

arrive at their best score.

• What if a consultant is off work for 2 of the 4 weeks of this program? Then they should complete their 3 role plays

during the week(s) they are available.

• When will we get new scenarios for sessions that are scored? The additional competition role plays will be posted on

verizonrewards.com by 5/4.

• For those who do not participate, do we still score them? No. For reps that choose not to participate in the Rock Star

program, you may use the non-Rock Star branded scoring sheet which will assist you in providing feedback / coaching

to the rep. You will also use a non-Rock Star branded profile to assist you with your role play. You DO NOT need to

track the score on verizonrewards.com and instead the role play should be tracked as a normal BTR session. It’s

important to let reps know before the Rock Star role play process that the competition is voluntary and ask if they

would like to participate in the Rock Star program. If the rep says yes, then you proceed using the Rock Star role-plays

and complete the scorecard. If the rep says no, then you should follow your normal BAU sales coaching process that

can include a role-play.

• So to be clear, everyone is required to role play but do not necessarily have to participate in competition? Yes.

Participating in the program is voluntary. Role Plays may be used however as part of your normal coaching process.

• If a Consultant is satisfied with their score, do we have to role play 3 times? Yes. The purpose of the role plays is for

training / coaching purposes where you will provide feedback based on how they did. The role plays are not just for

scoring purposes.

• When will role play profiles be available for reps who are not participating in the Rock Star program (non-Rock Star

branded)? All three profiles will be available from your director by 5/4. Your director may choose to distribute them

to their CCMs so be sure to check with them first.

• What if the tie breaker is 40 again, do you keep going until someone doesn't get 40, what if they keep getting 40. Yes

you should perform additional role plays until you arrive at a single winner. Keep in mind that there is a qualitative

question on the score card which can allow you fairly differentiate between two reps with a similar performance. For

example, both reps may have asked Open Ended Questions and earned the appropriate points for doing so, but one

rep may have asked more and/or better open ended questions. In this case, the rep who asked better open ended

questions should receive more points on the qualitative question. (#16 on the consumer profile, #19 on the business

profile).

• An LPC only has one team. Who will the winner compete against in the "center" competition and where? All Reps per

Channel Manager (Store Level / TL equivalent) will compete against each other in the Team Competition. The winners

of the Team Competition will compete against each other to determine a single Center Manager Winner (CCM

Equivalent). One winner from each Center Manager will move on to the semi-finals in Miami Beach where they will

compete against all other consumer channel reps in the semi-final, and final competition.


FAQs

• Under Non BTR coaching form, would this go under Training/Huddles or Other Communication? Training/Huddles – the

role plays are a training process.

• During the role play, how do you communicate the Featured Product? It should be stated by the customer (team

leader) where applicable, and/or uncovered by the rep through asking discovery questions.

• Is VCCD separate from CSSC? All consumer reps compete against each other, and the business reps compete against

each other. At the finale we will arrive at one Consumer Winner, and one Business Winner.

• Will the reps see their scores and other reps scores on vz rewards website? NO. Reps will not have access to the

tracker on verizonrewards.com - Only TLs / CCMs will have access to their reps scores.

• What "prep sheet" did she hand to the rep? The rep prep sheet is located on verizonrewards.com and can be

downloaded at any time. They were also mailed out as part of the “practice kit”. You should visit

verizonrewards.com for all of the most recent program documents.

• Where can reps hear examples of good calls to prepare for their role play? Visit the Call of Fame website for a lot of

great call examples.

• Should we always give them an objection so that we can score # 9 on the business scorecard? Yes. Giving an objection

is a great way to help your rep improve their skills. The difficultly of your objection should be the same for all reps.

rock star consumer facilitators guide -...

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