The three skills with the most room to grow across the 18 people assessed, with drills to run as a team and questions for one-to-ones.
1
Account growth
Grows existing customers by finding and acting on whitespace: lines, sites and services they buy elsewhere or not at all.
What good looks like: Reviews buying history and routinely suggests related items and adjacent categories.
Drills
- Whitespace map. For your top five accounts, list what each buys from you, what it buys elsewhere and what it does not buy at all. Pick one gap to raise this month.
- Rest of the job. On every incoming order or request, ask one question about what else the customer needs for the same job or project.
Ask in one-to-ones
- Which of your accounts has the most room to grow, and what is the next step there?
- What does your biggest customer buy from someone else today?
- Which account has bought less recently, and do you know why?
Start with: Avery Chen, Alex Moreau, Owen Baptiste
2
Written communication
Reads what a customer actually asked for and replies clearly, accurately and in a tone that keeps the relationship.
What good looks like: Answers every point a customer raises, plainly and politely, and confirms anything ambiguous.
Drills
- Answer every point. Before replying to a customer, list each question they asked and check every one is answered.
- Next step last. End every customer message with a clear next step and a date.
Ask in one-to-ones
- Show me a recent message to a customer that you were pleased with. What made it work?
- Which message this month needed a second email to clear up?
- How do you handle a reply to an upset customer?
Start with: Owen Baptiste, Jordan Patel, Sam Okafor
3
Commercial numeracy
Works out margin, price, discount and volume trade-offs quickly and correctly while selling.
What good looks like: Calculates margin, target price and the effect of a discount correctly in the moment.
Drills
- Thirty-second margin. Practise working out margin from cost and price until it takes under 30 seconds, then the price for a target margin.
- Volume for a discount. Before agreeing any discount, work out how much more the customer would need to buy to make it up.
Ask in one-to-ones
- What is the margin on the proposal you sent last?
- If a customer asks for 5% off, how much more would they need to buy to make it up?
- Where do you still need a tool or a colleague for the numbers?
Start with: Drew Sandhu, Riley Thompson, Jamie Rousseau
Everyone, ordered by how many of the three skills they are still developing.
1.Owen BaptisteDeveloping: Account growth, Written communication, Commercial numeracy
2.Jordan PatelDeveloping: Account growth, Written communication, Commercial numeracy
3.Alex MoreauDeveloping: Account growth, Written communication, Commercial numeracy
4.Drew SandhuDeveloping: Account growth, Written communication, Commercial numeracy
5.Riley ThompsonDeveloping: Account growth, Written communication, Commercial numeracy
6.Kendall PriceDeveloping: Account growth, Written communication, Commercial numeracy
7.Robin LacroixDeveloping: Account growth, Written communication
8.Jamie RousseauDeveloping: Account growth, Commercial numeracy
9.Casey NguyenDeveloping: Account growth, Written communication
10.Sam OkaforDeveloping: Account growth, Written communication
11.Taylor BrooksDeveloping: Account growth, Commercial numeracy
12.Priya DesaiDeveloping: Account growth, Written communication
13.Avery ChenDeveloping: Account growth
14.Marcus HaleDeveloping: Account growth
15.Morgan EllisDeveloping: Written communication
16.Dana KowalskiDeveloping: Written communication
17.Lena HartDeveloping: Written communication
18.Quinn MartelDeveloping: Account growth
A starting point for coaching, built from one assessment. It is not a performance rating.