Category term

What is Playbook adherence?

Playbook adherence is the degree to which a sales advisor's real conversations follow the retailer's trained sales playbook, expressed per step, per advisor and per store.

It replaces the sampled view of mystery shopping and floor walks with a measured one. The useful form is not a single percentage but a breakdown by step, so a retailer sees that need discovery is fine and the finance offer is the step being skipped, and where.

Adherence is trended weekly and compared across stores on the same standard, which makes the comparison fair regardless of footfall.

Example

Adherence of 82% on the EMI-offer step at three stores and 38% at two others points the coaching hour at two stores, not at the network.

Related terms

• Sales playbook: A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close.
• Capture rate: Capture rate is the share of a store's customer conversations that were recorded with consent, measured per advisor and per store against footfall or walk-ins.
• Coaching heatmap: A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it.
• Evidence trail: The evidence trail is the Borentis principle that every score, flag and number on a report links to the transcript lines that produced it, so nothing shown to a manager or an advisor is an unexplained judgement.

Further reading

• Sales interaction monitoring in retail

Where Borentis applies this

• Playbook Adherence: Your playbook, finally observed.