the need is constant. the gratification is instant. give blood. tm training toolkit b.e.a.m....
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The need is constant.The gratification is instant.Give blood.TM
Training Toolkit
B.E.A.M.
Building Effective Account Managers
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2
Introductions
• American Red Cross
• Penn-Jersey Region
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Philadelphia, PA
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Philadelphia, PA
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Guy Triano
• District Manager
• 5 years
• 3 positions in Donor Recruitment
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Helen Munizza
• Manager, Training & Development
• 16 years
• 12 positions in Donor Recruitment
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What We’ve Learned
• Honest & Immediate Feedback
• Show & Tell
• Use It or Lose It
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“Take Away”
• Tool Kit with Instructions
• Ideas for Training New Account Managers
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• Training Toolkit
Topics
• New Account Manager
• Finding Balance
• Building Blocks
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Hiring New Account Managers
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Salesperson + Motivator +
Educator + Event Planner +
Customer Service Representative =
Account Manager
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• Skills
New Account Manager
• Talent
• Experience
• Education
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13
New Account Manager
• Strengths
• Weaknesses
• Untapped Potential
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14
Finding Balance
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Traits
• Presentation Skills• Follow Up Skills• Organizational Skills• Motivational Skills• Attention to Detail
• Goal-Oriented
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Traits
• Time Management Skills• Problem Solving Skills• Building Relationships• Leading Others to Reach Goals• Securing Commitments from Others
• Ability to Handle & Resolve Crises
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Balance Scenario/Example
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Trait & Impact on Job• FIELD
• Presentation Skills• Motivating Others• Building Relationships
• Getting Getting CommitmentsCommitments
OFFICE
• Follow Up Skills• Organizational Skills
• Attention to Detail Attention to Detail • Time Management
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Field – Getting Commitments
• Commitment to Reaching Goal
• Commitment to Recruitment Strategies
• Commitment to Scheduling Donors
• Commitment to Patients
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Office – Attention to Detail
• Verifying Details on Paper & Computer
• Completing Projects Accurately
• Managing Routine Details
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Office – Time Management
• Meets Deadlines For Assignments
• Manages Field Time and Tasks
• Manages Office Time and Tasks
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Training & Coaching =
The “weight” that helps to balance
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Evaluate
• Determine the difference between where they are & where they need to be
• Coach & Train to the level that is needed
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“Hands On”
• Teach Back
• Mock Presentations
• “Homework”
• Meetings with Sponsors
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Teamwork
Training & Development Coordinator
District Manager
Manager, Training & Development
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“Building Blocks”
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Foundation of the “Building”
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Orientation• From Day 1 to 3 weeks
• Build the foundation for future success
• Fundamentals of donor recruitment (RAP)
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Teaching the Basics
Fundamentals of Donor Recruitment
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Recruitment Action Plan• Goals – Sign Up & Productive
• Recruitment Committee
• Active Recruitment Strategies
• Donor Scheduling
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Recruitment Action Plan• Reminder System
• Recognition
• Scheduled Donor Appointments (Counts)
• Set Up/ Logistics
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1st Floor of the “Building”
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Rookie Snapshot
• From 3 weeks until 6 months
• Completed prior to six month anniversary
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Field
• Observe Different Types of Meetings
• Evaluate Strengths & Areas to Improve
• Provide Continuous Feedback
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Office
• Observe Organizational Skills
• Evaluate Strengths & Areas to Improve
• Provide Continuous Feedback
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Rookie Snapshot
• Purpose: To provide extensive examples and feedback for the employee and their supervisor prior to completing the probationary employment period
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2nd Floor of the “Building”
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Training
• From 6 months to 12 months
• Weekly Meetings with District Manager
• Field Reviews – Initial Servicing Meetings (Planning)– Presentations
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Field Reviews
• Initial Servicing Meeting (Planning)
• Presentations– Recruitment Committee– Assembly– Presentations– Proposals
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3rd Floor of the “Building”
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Ongoing Training & Feedback
• Team Meetings - Monthly
• Department Meetings - Quarterly
• Custom Training Courses
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“Building” Maintenance
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We Are Building …
• Knowledge• Confidence• Success• Satisfaction
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Training Toolkit• Training Components
• Rookie Snapshot
• Field Reviews– Initial Servicing Meeting– Presentations
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Summary
• New Account Manager• Finding Balance• Building Blocks• Training Toolkit
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Thank you!