Weeks 2-3: Call Shadowing & Ride-Alongs

Overview

During Weeks 2–3, the new sales rep shadows experienced Spartan personnel on live appointments. This is observation only — the rep watches how in-home appointments are run, how options are presented, how objections are handled, and how deals are closed.

Who to Shadow

Sales reps should shadow a mix of:

Senior sales rep (if available) — watch the full in-home presentation

Lead service technician — watch how techs present Good/Better/Best on service calls

Operations Manager (if running customer calls) — watch escalation and large-ticket conversations

Shadowing Objectives

By end of Week 3, the new rep must be able to:

Describe the Spartan in-home appointment flow start to finish

Demonstrate the door approach, greeting, and rapport-building steps

Explain how to diagnose a customer's situation before presenting options

Walk through a Good/Better/Best presentation (role-play level)

Describe when and how to introduce GoodLeap financing

Know how to request a 5-star Google review at close

Ride-Along Structure

• Rep arrives in own vehicle, follows senior rep or tech to appointment
• Introduced to customer as "in training" — does not speak unless introduced
• Takes notes on customer objections and how they are handled
• Debriefs with the senior rep or tech after every appointment (10–15 min)

Nexstar Coaching Tool

Spartan uses the Nexstar ride-along coaching framework. The rep should self-assess using the Nexstar Coach's Scorecard sections:

• Door approach & greeting
• Diagnose & discover
• Presenting options
• Closing strong
• 5-star review request

End of Week 3 Readiness Check

Operations Manager or Josh confirms:

• Has the rep seen a range of appointment types (small ticket, large ticket, objections)?
• Is the rep ready to begin supervised appointments in Week 4?
• Any gaps to address before solo appointments?

Related SOPs

• Sales Process SOPs (Phase 3)
• Options Presentation (Good/Better/Best)
• Customer Handling SOPs (Phase 3)
• Weeks 3-4: CRM & Pricing System Training