Diagnose before coaching—A quick quiz for you

Today I’ll give you a short quiz to see how well you remembered last week’s lesson on the importance of diagnosing the performance deficiency before you coach.  In this way you’ll see what can go wrong if you don’t diagnose, or do so incorrectly.

Gregory at Medtronic 10-2010 CroppedWe’ll use K, D, F, for Know, Do, Feel.  In each of the scenarios that follow, answer K, D, or F to indicate if the performance issue is caused by information the employee does not KNOW, a skill the employee cannot DO, or an attitudinal issue, how the employee FEELS about the work.

  • One of your sales reps has worked for you for three years. She has recently attended a training program in making referrals in which she performed very well.  Now back in the office, she has not made a single referral to any customer after four weeks. _______
  • The company has introduced a brand new product, which is fairly complex. You held one brief sales meeting to go over the highlights of the product but none of the staff is very familiar with it.  You overheard one of your sales staff give a customer an incorrect explanation of how the product works.  ________
  • Your new customer service rep has been on the job for only six weeks.  She is trying to use a Customer Needs Assessment form but is having some difficulty listening to the customer, recording information on the form and then asking the next question.  It sounds very awkward to you as you listen to her customer conversations.  ________
  • You have conducted several sales meetings in which you have stressed the importance of taking time to understand the customer’s needs before mentioning products or discussing features and benefits. Nevertheless, one of your sales reps launches straight into a presentation of all the company’s products and features the second the customer says, “I would like to speak to someone about opening a new”  _______

Did you get them all right? I’ll give you the correct answers next week right here. But for now, try to predict what can go wrong if you mis-diagnose, and then try to coach.  A poor diagnosis usually leads to a poor intervention.

Think Like Your Customer

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About Gregory LaMothe
I teach people how to sell things. I own the company ActionSystems. Visit my website at www.actionsystemstraining.com.

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