How Feedback Criteria Fuels Sales and Support Performance

Feedback Criteria is available as a part of our Practice offering, in our Pro+Coaching package. 

When you think of your top-performing sales or customer service rep what traits come to mind? 

Are they empathetic, kind, or consistent? Or, perhaps they have stellar problem-solving, communication, or negotiation skills?

Regardless of which traits you thought of, there’s a similarity between the traits we listed and any others that may have crossed your mind. They’re tacit knowledge. Unlike knowing your tech stack or pricing structure, tacit knowledge is harder to teach or transfer.

Improving skills that require tacit knowledge requires more in-depth attention. It has to be coached and repeated frequently, which is why feedback criteria exists in Lessonly. 

What is feedback criteria?

Lessonly Practice empowers employees to practice skills that require tacit knowledge. With Lessonly’s feedback criteria, managers can add specific traits to practice scenarios so learners what to focus on. Then, managers can evaluate employees on a five-part grading scale and share additional feedback. 

Feedback criteria not only guides employee’s practice experience but also helps organize coaching and skill growth.. For feedback criteria to be most impactful, it’s important to have a strategy that outlines how you’ll identify growth and streamline reporting. 

Organizing feedback criteria

We recommend creating a group of go-to criteria that are centered around each practice scenario’s topic or skills. This will help learners stay on course and focus on the task at hand. We’ve built dozens of pre-made criteria into Lessonly, but you can also create your own to fit your specific needs. Here’s an example of different feedback criteria groups for different needs.

Sales Practice Scenarios

  • Sales Pitch
    • Introduction
    • Pain Points
    • Next Steps
  • Product Demo
    • Value Prop
    • Product Features
    • Understanding of their business
  • Negotiation
    • Clarifying Questions
    • Objection Handling
    • Motivators
    • Rapport

Customer Service Practice Scenarios

  • Common Support Ticket Response
    • Clarity
    • Question Answering
    • Next steps
  • Cancellation Request
    • Clarifying Questions
    • Objection Handling
    • Methods and Frameworks
  • Angry Customer Call
    • Professionalism
    • Respectful Manner
    • Question Answering

Two Ways to Use Feedback Criteria 

Check Single Scenario Performance

Practice scenarios with feedback criteria appear on the lesson overview page and provide data for that singular scenario. This data is useful if you’re interested about specific performance. Leaders can also easily see lower than average ratings which are key to identifying challenges and skills that need further improvement. 

Find Overall Trends with Insights

Organizing and using feedback criteria consistently is especially important when looking at feedback criteria on the insights page. The Learner Impact tab includes the highest and lowest rated feedback criteria over the past 90 days. Use this data to find out more generally what qualities the team is struggling with. This may signal a larger knowledge gap than just an issue with one scenario in a single lesson. Using feedback criteria consistently helps data on the insights page better reflect the performance of the team. 

Better feedback results in better reps and better work 

When reps receive coaching through feedback criteria they clearly know what tacit knowledge and skills they need to improve. There’s no guesswork or dead-end grading of “incorrect”. It’s a faster and better feedback experience that  informs and supplements 1:1 live coaching with a manager. 

If you haven’t tried out feedback criteria, we suggesting adding it to a practice scenario today. If you aren’t using thePro+Coaching package and want to see how practice and feedback criteria can help your team, reach out and we’d be happy to show you.

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