Beneficial/Harmful
This element of the call scoring rubrics applies to ______
What is the core rubric and every audience?
This is where the sales consultant learns what the customer is looking for. This should be both conversational and consultative.
What is Discovery?
The consultant “checks the boxes” for helping the customer, but conversation is not substantive. The consultant is not engaged with the customer in a reciprocal conversation, but is just gathering information (checklist). The conversation does not flow seamlessly and does not communicate curiosity about the customer/student.
What is Consultative Conversation?
Bonus +100pts if identified: 1 = Does Not Meet Expectations
"Because each learner is unique, I have a few questions to make sure I understand your needs and I can then walk you through how we work and how we can best help you achieve your goals."
What is greeting?
Can I change the frequency of sessions?
You can use the monthly pre-paid sessions however you choose. We do recommend sticking to a steady weekly schedule to see the best results. [Student] will benefit most if [he/she] is meeting with [his/her] tutor consistently.
This call neither added value to nor harmed the customer relationship. The consultant completed the task "in
front of them" in an adequate manner. They did not demonstrate any problematic behavior, but they also did
not take the best care of the customer possible. The customer may feel that they got their question/need
addressed. However, it was not a memorable customer experience & did not fully represent the VT Brand.
Coaching is needed soon, but not with same day urgency.
What is Missed Opportunity?
This part of the call is when the sales agent will offer their best recommendation to the customer.
What is Expert Recommendation & Rationale?
The consultant consistently built rapport and trust through empathy, expertise, and confidence. There was a clear connection between the consultant and the customer. The consultant sounded like a caring professional and represented the VT Voice well.
What is Rapport Building?
Bonus +100pts if identified: 3 = Meets Expectations
"What are you hoping this tutoring will accomplish?"
What is Discovery?
If someone asks further into who the tutors/instructors are:
We highly vet all of the tutors and live class instructors, including background checks and teaching demonstrations, and only the top 15% of people who apply to teach with us are able to. Your learning will happen around your schedule on a regular basis and your 1:1 sessions will occur with a hand-picked tutor for you.
This call harmed the customer experience and the VT Brand. If asked, the customer would likely describe an
unpleasant/unhelpful interaction. IF the customer chose to work with VT, it was most likely due to reasons
outside of this call. Example behaviors that would fall into this category include being rude, condescending,
disrespectful, hanging up, or otherwise treating the customer poorly. This call is unacceptable. Immediate
(same day) conversation about behavior is needed for the consultant. This rating could result in
disciplinary action, up to and including immediate termination.
What is Harmful?
This part of the call is where a Sales Consultant would say "Would you like to go ahead and get that set-up for _________ (insert student’s name)? "
What is Ask for the Sale?
The consultant is able to demonstrate some ability to build urgency and value with the customer. For example, they may use a reflection to emphasize the significance of the need, tailor some of the OWV to the customer to paint a picture, or use expertise to help the customer understand how big the need is. They may also ask into objections and build value through their resolution of that objection. The consultant uses choice of words and timing to help in building value & urgency.
Persuasiveness/ Positioning (Salesmanship)
Bonus +100pts if identified: 2 = Approaches Expectations
"During your 1:1 sessions, you’ll meet with your tutor on our state-of-the-art multisensory learning platform, which is a live virtual classroom, where you can see and interact with your tutor face to face throughout each session. 1:1 sessions will also be recorded, which will give you the opportunity to build a library of your lessons that you can watch back for self-study so you can continue to practice ___________ (insert subject) even after your tutoring session. [Highlight additional benefits that connect back to what was learned in discovery]"
What is overview?
What if I need help in a different class or subject?
● There is no additional cost to change subjects or tutors; monthly hours can be used for any subject. You’ll just let your account manager know what subject and schedule you need and we will confirm an additional tutor for you who specializes in that area. In addition to your expert tutor as a member you will have unlimited access to our catalog of live classes which cover a range of topics from academics to enrichment, and everything in between. You'll also have access to our library of on-demand recorded content from celebrity guest instructors so your child can spend downtime engaging with Astronauts, Olympians, Archaeologists, and more.
The consultant demonstrated some significantly problematic behavior on this call. The most common
behaviors are vetting or responding to objections in a manner the increases the likelihood that the customer
will not work with us. If asked, the customer may or may not describe an unpleasant/unhelpful interaction. In
determining whether a call meets this criteria, you should ask if you would be willing to let the consultant
repeat the behavior with other leads. The behavior on this call cannot continue. Rapid (same day or next
day) coaching is needed for the consultant.
What is Problematic?
When the customer is not ready to set up during the call, be sure to end the call by ____. The sales consultant should always be directive here!
What is Follow Up & Next Steps?
_____ is defined broadly as questions/concerns expressed during the call that could derail the conversation; e.g. stated objections to price, online, etc.; needing to talk to someone else before making a decision; needing to "think about it"
or "shop around."
What is objection?
" As a member of Varsity Tutors, you will also have full access to all of our live group classes - which are available in many subjects including academic support, language learning, and enrichment subjects like coding. Additionally, every member has access to all of our self study and practice tools that enable you to learn in between your live sessions"
What is recommendation?
Am I locked in? What if I change my mind?
You have 30 days to make sure this is a perfect fit for you, and we are confident that based on youre _____[needs from discovery____ this is the right option to meet your goals.
This call represented the "VT Experience" well and delivered a best-in-class customer experience. The
consultant demonstrated genuine caring, commitment to helping, and expertise that added value.
What is Beneficial?
This is the part of the call where the sales consultant will introduce themselves, why they are calling, and ask for the potential customers by name.
What is Greeting?
The consultant maintains control of the call and directs the conversation using questions, reflections, and redirection strategies. While they control the flow of the conversation, the call is still a collaborative conversation.
What is Call Control?
Bonus +100pts if identified: 3 = Meets Expectations
"Would you like to go ahead and get that set-up for _________ (insert student’s name)? "
What is Ask for the Sale?
What if I am going away for summer vacation? Can I pause my payments?
You can request a one-time pause, by sending an email to your account manager at least 30 days in advance. Payments will then resume on your standard payment date in the following month. You could also take advantage of a shorter term program that will wrap up before summer, and then plan to start a new program in the fall.
Membership Contract Terms of 6 months or shorter are not eligible for a “pause.” Membership Contract Terms of 12 months are eligible for one (1) one-month “pause.” Membership Contract Terms of greater than 12 months are eligible for two (2) one-month “pauses.” No other “pauses” will be permitted and a “pause” hereunder is the only way the Membership Contract Terms will be modified.