Training Outsourcers' Staff*

Your outsourcer program-whether inbound or outbound-will be more effectively implemented if you personally visit their site and help train their staff about your company and product. No trainer at an outsourcer can describe your company and products as well as a representative of your firm. Also, this transforms a faceless program into "that nice person who was here last week (month or year)," engendering enthusiasm.

Initial Training

Your Purpose
· Make Nice
· Build Rapport - Bond
· Introduce Your Company and How They Fit in
· Define Your Customers and the Product

Who Participates as a Trainer?
One or more of the following:
· Your Sales Staff
· Your Service Staff
· Your Product Staff
· Your Technical Staff

The Content
· You Are Important - You Talk to the Customers!
· Market
   - You Will Be Speaking With...
· Product
· How It's Sold
· Why You Are So Important--Reiterate
· Telemarketing Company
   - Script, Role Playing, Simulated Calls

The Style or Format
· Classroom
· Tour
· Experiential

Hand-Outs
· References
   - Ads
   - Literature
· Trinkets & Chotskies
   - T-Shirts, Mugs, Pens, Frisbees
· The Product!

Training Follow-Up
· New Products/Product Changes
· Marketing Changes
· New Hires - Quarterly or Semi-Annually
· Refreshers!

*These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market and operation. For outside support, contact Lieber & Associates.