Page 45 - GS161202

Education

One area I haven't properly tackled is the Emphasize that practice does make perfect and practice
agent contract. There's so much to explain builds confidence.
to newbies that details in the agreement get Let them off the leash
overlooked. Yes, the non-exclusive part of our Don't make your newbies dependent on you for their daily
agreements should give agents piece of mind, activities. The sooner your puppies take responsibility for
but what about the clause of non-solicitation their work ethic; understand your overall program; and
and its potential penalties? What about the can complete all required paperwork, grasp the technology
claw-back period on signing bonuses? What portion of your offerings, and install equipment; the better
it will be.
about explaining the bank risk fee? If the newbie stays true to your program, follows your lead
and understands the lawn on the other side of the street
I know I have done two-day, one-day and shorter training isn't greener, you may have a winner for the long term.
sessions, based on my availability and the availability of Make sure you bring in your puppies for frequent check-
the newbie. ups, and make sure they bark out, I mean, feel comfortable
sharing what is going on each day until they feel at home.
However, in all those trainings, I've never done role playing If you need to tighten the leash every once in awhile, do it.
or critiqued the newbie. I think this is because I incorrectly It's for the newbie's own good.
feared I would embarrass the newbie. It wasn't obvious to Steven Feldshuh, President of Merchants' Choice Payment Solutions
me that my newbies might not have been paying attention East, has 18 years' experience in sales and ISO development. Directly
or have the right stuff to pull this off. Instead of spending prior to joining MCPSE in 2012, he was President of Payment Partners.
countless hours on product, etc., I should have seen how In his current position, Steven devotes the bulk of his time to assist-
good my new recruits were at improvising, how well they ing agents in building their portfolios. Contact him by email at
listened, and how I could improve their conversations stevenf@mcpseast.com or by phone at 212-392-9202.
with merchant prospects.
45
I have over-trained and probably bored newbies instead
of getting right down to conversations they should be
having with prospects. It's important to establish good
habits with newbies. And it should be made clear that the
office is here to support them, but it is their efforts that
will make or break their future in the industry.

Developing good habits

Puppies know tough love, and so should newbies.
Motivating newbies isn't easy, but it's the ISO's job from
day-one to get them in motion. Getting into the field or
getting on the phone shouldn't wait until the newbie
knows every detail of the business. They need to learn
how to speak with merchants, understand what the five
most common objections are and address them before
hitting the field or phones.

Set newbies up to practice at a distance from the territories
they plan to work in. So when they mess up a call, it won't
have long-lasting negative repercussions; as long as there
is no mess, there is nothing to clean up. If your puppies
are confident speaking in person, give them aids for when
they are going door to door, such as flyers, pens, and some
materials printed with their name and phone number.

If they are phone mavens, get them going right away with
scripts. Help them develop original contact scripts and
follow-up emails. Let them know that sitting in a coffee
shop or car or checking emails makes them no money.

A long day in the field or on the phone will have much
better results than a three-hour day filled with excuses.