The 5 Leadership Behaviors
Behavior #1
We Put NVI First
Anti Reflective Goal
50%
The acronym G.D.P. stands for this at NVI
Greet, Discover, Preview
This form should be completed every morning as a roadmap for your team
Behavior #2
We Are Customer & Patient Obsessed
Polycarbonate Goal
60%
Sales approach where the focus is on understanding the customers needs first, then guiding them to the best solution through education
Consultative Selling
When should we have Floor Leaders in place
Always
Behavior #3
We Are Curious
76% goal with a stretch goal of 80%
Exam Conversion
The acronym N.P.S. stands for this
Net Promoter Score.
The individual meeting the Doctor at their door/bin for the OD Handoff
Floor Leader
Behavior #4
We Act With Urgency
$225 Goal, with a stretch goal of $230
Average Transaction
Exam, Shopping and Dispense are categories of this
CSAT
Ideal person to be the Floor Leader
Behavior #5
We Are Financial Stewards
Controllable number that changes quarterly
Remake/Warranty %
Partnering with your Doctor on this can help create a better customer experience and elevate KPI's
OD Handoff/Optical Transition
Effective Floor Leadership helps ensure this is smooth
Customer Journey