Subject: Re: Training Report - India - 28.01.2019 - Day IV
From: Urvika Chaudhary <[email-masked]>
To: Jana Garbe <[email-masked]>
Cc: Brian Sexton <[email-masked]>, David Lee <[email-masked]>, maiwenn gouthe <[email-masked]>
Date: Thu, 31 Jan 2019 03:21:19 -0700 (MST)

Hi Jana, 

Thank you for the above. 

The feedback has been shared with the agents about the CIAN notes. 

Regarding Yukta.Babbar, this would not be wrong if I say she is rushing through the quizzes- and not reading out the questions. The agent have been firmly advised to go through the questions thoroughly before answering. 

Please let me know if you need further assistance on this. 

Urvika Chaudhary 
Training Manager 

Live Salesman 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Jana Garbe" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]>, "David Lee" <[email-masked]>, "maiwenn gouthe" <[email-masked]> 
Sent: Thursday, 31 January, 2019 14:50:25 
Subject: Training Report - India - 28.01.2019 - Day IV 

Hi Urvika, 

Please see the results of the agents after Day IV. 

	

Agent 	

CSL Test 	

Policy Knowledge 	

Life of an Order 	

Fulfilment 	

Shipping and Delivery 	

Cancelled & Postponed events 	

Teams 	

LMS 	

Wrong Tickets 	

RAG 	

Payment 	

Alternative delivery plans 	

Brazil / US Market 	

GDPR 

Daniele.Castiglioni 	

80.00% 	

90.00% 	

100.00% 	

100.00% 	

80.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 

Stuti.Singh 	

100.00% 	

80.00% 	

100.00% 	

90.00% 	

90.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

80.00% 	

92.86% 	

93.33% 	

90.91% 	

100.00% 

Tulika.Hora 	

90.00% 	

80.00% 	

100.00% 	

100.00% 	

90.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

80.00% 	

85.71% 	

93.33% 	

100.00% 	

88.89% 

Yukta.Babbar 	

90.00% 	

80.00% 	

100.00% 	

80.00% 	

80.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

86.67% 	

92.86% 	

46.67% 	

72.73% 	

100.00% 

    * All agents submitted the quizzes on time 
    * Yukta.Babbar displays very low scores for both – the Alternative Delivery Plans module and BR/US Market – for the second module a very significant question was answered incorrectly (For US cancellation, what do you advise if the banner is not visible) 
    * All agents passed the first CIAN exercise – here it would be great if you can give them a huge compliment on how thorough their CIANs are and that they definitely should keep this up when working on the floor 

Average Pass Rate : 92.93% 

Kind regards, 

Jana 

From: Jana Garbe 
Sent: 30 January 2019 10:16 
To: 'Urvika Chaudhary' <[email-masked]> 
Cc: Brian Sexton <[email-masked]>; David Lee <[email-masked]>; Maiwenn Gouthe <[email-masked]> 
Subject: Training Report - India - 28.01.2019 - Day III 

Hi Urvika, 

Please see below the training results after Day III. 

Agent 	

CSL Test 	

Policy Knowledge 	

Life of an Order 	

Fulfilment 	

Shipping and Delivery 	

Cancelled & Postponed events 	

Teams 	

LMS 	

Wrong Tickets 	

RAG 	

Payment 

Daniele.Castiglioni 	

80.00% 	

90.00% 	

100.00% 	

100.00% 	

80.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 

Stuti.Singh 	

100.00% 	

80.00% 	

100.00% 	

90.00% 	

90.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

80.00% 	

92.86% 

Tulika.Hora 	

90.00% 	

80.00% 	

100.00% 	

100.00% 	

90.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

80.00% 	

85.71% 

Yukta.Babbar 	

90.00% 	

80.00% 	

100.00% 	

80.00% 	

80.00% 	

100.00% 	

100.00% 	

100.00% 	

100.00% 	

86.67% 	

92.86% 

    * All agents successfully repeated the quizzes that were failed on Day I and II 
    * All agents passed the RAG process – yet, some agents with low scores and some agents had to repeat the process. Would you mind revising the scenario if the event is less than one month ago and it is not clear from the email from the buyer if proof is available. 

        * The agent should ask for proof and wrap up 
        * Whenever the buyer comes back, the next agent who gets the case can then stop seller payment – and this is very important, if it is a fan seller we need to send an email that they will not receive payment 

Average Pass Rate: 93.59% 

Thanks for the cooperation, 

Jana 

From: Jana Garbe 
Sent: 29 January 2019 09:18 
To: Urvika Chaudhary <[email-masked]> 
Cc: Brian Sexton <[email-masked]>; David Lee <[email-masked]>; Maiwenn Gouthe <[email-masked]> 
Subject: Training Report - India - 28.01.2019 
Importance: High 

Hi Urvika, 

Please see below the results in training after the first few days: 

	

Agent 	

CSL Test 	

Policy Knowledge 	

Life of an Order 	

Fulfilment 	

Shipping and Delivery 	

Cancelled & Postponed events 	

Teams 

Daniele.Castiglioni 	

80.00% 	

90.00% 	

100.00% 	

50.00% 	

80.00% 	

40.00% 	

100.00% 

Stuti.Singh 	

60.00% 	

80.00% 	

100.00% 	

90.00% 	

90.00% 	

100.00% 	

100.00% 

Tulika.Hora 	

90.00% 	

80.00% 	

100.00% 	

100.00% 	

90.00% 	

100.00% 	

100.00% 

Yukta.Babbar 	

90.00% 	

80.00% 	

100.00% 	

80.00% 	

60.00% 	

100.00% 	

100.00% 

    * As you can see above there are a few quizzes that still need to be repeated. 
    * The Life of an Order Quiz had to be repeated by two agents – Tulik and Yukta 
    * Based on the results, please make sure to verbally repeat the content for the Fulfilment and Shipping and Delivery Module – Stuti failed the Fulfilment module 4 times, which is a large number 

Correct me if I am wrong, but it seems like some of the agents are rushing through the quizzes – it is important to highlight that they should take their time and work with the information that is available to them in the modules so we can test whether they are able to apply the knowledge. Here, it would be helpful to ask the agent where they are struggling to target areas. 

Kind regards, 

Jana Garbe 

Training & Quality