How To Record Intakes & Recaps (For Sales Associates)
Recording your Intake and Recaps is an important part of our day to day sales process. It helps us improve on our own, and also helps studio leaders develop specifically tailored coaching to help Sales Associates improve their results.
SAs are expected to develop a habit of recording each demo they do, and reviewing 1-2 of those for themselves each week and making notes on what went well and what to adjust. (Videos, including the screenshare how to below can be watched at 1.5x speed by clicking the gear icon on the bottom.)
HOW TO RECORD:
SETUP:
Have the studio Outlook tab open (where you find studio emails and the DPR)
Have also a separate tab open for Club Ready with today's appointment schedule
In Outlook, select the small, blue Calendar icon at top left (beneath the blue Mail envelope icon that we click to see the email inbox)
Find today's date and click an empty space in the calendar date box
When the pop-up box appears, set a new event by adding a title.
Include the word "Intake" or "Recap"
Include the client's first name and last initial
Include the SA name
Good example title could be: "Intake Josie B with Mandie"
Set a separate event the same way for the Recap
If the SA is also a certified Stretch Practitioner and will do the full demo by themselves, they can set just one event for the Demo and leave the recording going for the full hour.
The default appointment time slot is 30 minutes. You may need to adjust it to a 15 minute time slot if you have additional Intake and Recaps going while one demo is receiving their stretch.
In the bottom right corner of the pop-up, next click "More Options" in blue
In the new pop-up window, find the gray Camera icon at the top right next to the words "Teams meeting" and toggle it ON so that it turns blue. Click save at top left.
You'll be taken back to the calendar view where you'll now see your Event on the calendar day.
STARTING TO RECORD:
Find the Calendar view in Outlook, click on the event you wish to record
Click the blue "Join" button in the pop-up window
The next popup will ask if you want to join Team meeting. Click the purple button "continue on this browser"
After a moment you'll see the event details screen. Ensure your camera is turned on. For the majority of the demo the camera will just be pointed at you. There is no need for the prospect to be on camera, although they may appear shortly on camera as you turn the device toward them for signatures. The main reason for the camera is so you can observe your own body language through the demo as well as hearing your voice.
Click the purple "Join" button at the bottom right.
It will say "waiting for others to join" but it's a party of just one, so proceed :)
At the top, in the row of gray icons, hover over the three dots that say "More". A dropdown menu will appear and when you hover over "Record and Transcribe", two more options will appear to the side. Click "Start recording" (confirm English language).
Once Recording is going, leave it running and go collect your prospect from the waiting area and escort them back with the Meet & Greet and move right into your Intake.
Be sure to include the words "we record our sessions for quality and training" as part of your verbiage after you explain what we'll do today and before you start into the waiver section.
Once Intake is done and the transitition to the practitioner for the stretch is finished, click Stop Recording.
While the prospect is getting stretched proceed with your next appointment if you have an Intake or Recap scheduled during that half hour. Otherwise, as the prospect nears the end of their stretch session, begin the recording again to capture the Recap BEFORE you walk over to check in with them after the stretch. Then it will be going already once you sit back down at the sales desk again.
WHERE TO FIND RECORDINGS:
Recordings are accessible two ways;
Go to Outlook OneDrive (top left blue cloud icon where DPR is stored). Recording file type looks like a white rectangle with a red play triangle inside it.
On the left side click the folder for My Files.
Select the yellow Recordings folder
In the main Outlook view, select the left side folder for Meetings
A detailed list of the recordings will populate
Why record?
SA is more aware of each thing they say if they know it's being recorded
SAs can re-watch their "game tapes" and learn on their own from watching their sales sessions again and taking notes on what went well and what to improve (It is recommended to do this once a week)
Leadership can watch recorded sessions and provide coaching feedback
When members are aware they are being recorded, it helps them remember what membership commitments were talked about and we can provide them recordings if needed to help them remember our conversations and know what was discussed.
When to record?
At the beginning of each SA day, look at the Club Ready calendar and set the Outlook calendar event to record at the start of the demo time. *You may need to use a post-it note on the monitor to remind you to record each demo as you develop this habit .
Plan to record demos ongoing as a normal way that you do your job. Part of the sales managers' job is to review recordings regularly to assess and coach from.
Comments