Coaching Session

You are the Inside Sales Team Leader at Sullivan Window Company. Lauren Smith is one of your inside sales representatives. She is responsible for managing existing customers and selling new products and services to those customers. Generally, she is a good employee, relates well to customers (and is particularly good at managing the irate ones).

She has improved the average duration of their calls from 8.5 minutes to 7.2 minutes over the last 6 months. However, her sales of new products lag behind the rest of the team and the department average is 5.8 minutes.

You have noticed that she tends to be a bit chatty on the phone with customers. This is good for customer service (some existing customers are just ‘looking for a friend’). However, there is always pressure on you from above to close new sales and reduce the duration of phone calls.

Discuss the action plan and coaching session that you would take with Lauren Smith to address the new product sales lag and call durations, and how you would know if this approach is effective.

Your paper should meet the following requirements:

3-4 pages in length, not including the cover page and reference page.

Cite a minimum of three sources, two of which should be academic peer-reviewed, scholarly sources to support your responses—in addition to your textbook.

Make sure you properly cite and reference your sources according to APA Requirements.

Your paper must be clearly and well written using excellent grammar and style techniques. Be concise. Be logical. You are being graded in part on the quality of your writing.