schedule: multiple award schedule federal supply group
TRANSCRIPT
GENERAL SERVICES ADMINISTRATION
FEDERAL SUPPLY SERVICE
AUTHORIZED FEDERAL SUPPLY SCHEDULE CATALOG/PRICE LIST
On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order is available through GSA Advantage!, a menu-driven database system. The INTERNET address for GSA Advantage! is http://www.gsaadvantage.gov
SCHEDULE: Multiple Award Schedule
FEDERAL SUPPLY GROUP: Professional Services
CONTRACT NUMBER: 47QRAA18D008G
CONTRACT PERIOD: April 25, 2018 – April 24, 2023
Pricelist current through mod PS-A812 effective February 7, 2020
For more information on ordering from Federal Supply Schedules go to the GSA Schedules page at GSA.gov.
CONTRACTOR: ath Power Consulting Corp 867 Turnpike St Suite 213 North Andover, MA 01845 Tel: (978) 474-6464
Web: http://www.athpower.com
CONTRACTOR’S POINT OF CONTACT FOR CONTRACT ADMINISTRATION:
Frank Aloi CEO 867 Turnpike St Suite 213 North Andover, MA 01845 Tel: (978) 474-6464, x103
E-mail: [email protected]
BUSINESS SIZE: Small Business
CONTRACTOR INFORMATION
1a. TABLE OF AWARDED SPECIAL ITEM NUMBERS (SINs) SIN SIN Description
541611 Management and Financial Consulting, Acquisition and Grants Management
Support, and Business Program and Project Management Services
541810ODC Other Direct Costs for Marketing and Public Relations Services
541910 Marketing Research and Analysis
611430 Professional and Management Development Training 611512 Flight Training
OLM Order Level Materials
1b. LOWEST PRICED MODEL NUMBER AND PRICE FOR EACH AWARDED SIN:
Please see GSA Price List below 1c. HOURLY RATES (Services only): Please see GSA Price List below
2. MAXIMUM ORDER THRESHOLD: $1,000,000
3. MINIMUM ORDER THRESHOLD: $100.00
4. GEOGRAPHIC COVERAGE: 48 States, DC
5. POINT(S) OF PRODUCTION: North Andover, MA
6. DISCOUNT FROM BEST MARKET RATE: GSA Net Prices can be found in Pricing Matrixes (below). Negotiated
discounts have been applied and the Industrial Funding Fee has been added. 7. QUANTITY DISCOUNT(S): 2% for single task orders over $250,000
8. PROMPT PAYMENT TERMS: Net 30. Information for Ordering Offices: Prompt payment terms cannot be
negotiated out of the contractual agreement in exchange for other concessions 9. FOREIGN ITEMS: None
10a. TIME OF DELIVERY: Determined at task level
10b. EXPEDITED DELIVERY: Determined at task level
10c. OVERNIGHT AND 2-DAY DELIVERY: Determined at task level.
10d. URGENT REQUIRMENTS: Agencies can contact the Contractor’s representative to affect a faster delivery.
Customers are encouraged to contact the Contractor for the purpose of requesting accelerated delivery. 11. FOB POINT: Destination 12a. ORDERING ADDRESS: ath Power Consulting Corp
867 Turnpike St. Suite 213 North Andover, MA 01845
12b. ORDERING PROCEDURES: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA’s) are found in Federal Acquisition Regulation (FAR) 8.405-3.
13. PAYMENT ADDRESS: ath Power Consulting Corp
9 Bartlet St. Suite 265 Andover, MA 01810
14. WARRANTY PROVISION: Standard Commercial
15. EXPORT PACKING CHARGES: None
16. TERMS AND CONDITIONS OF RENTAL, MAINTENANCE, AND REPAIR (IF APPLICABLE): Not Applicable
17. TERMS AND CONDITIONS OF INSTALLATION (IF APPLICABLE): Not Applicable
18a. TERMS AND CONDITIONS OF REPAIR PARTS INDICATING DATE OF PARTS PRICE LISTS AND ANY
DISCOUNTS FROM LIST PRICES (IF AVAILABLE): Not Applicable 18b. TERMS AND CONDITIONS FOR ANY OTHER SERVICES (IF APPLICABLE): Not Applicable
19. LIST OF SERVICE AND DISTRIBUTION POINTS (IF APPLICABLE): Not Applicable
20. LIST OF PARTICIPATING DEALERS (IF APPLICABLE): Not Applicable
21. PREVENTIVE MAINTENANCE (IF APPLICABLE): Not Applicable 22a. SPECIAL ATTRIBUTES SUCH AS ENVIRONMENTAL ATTRIBUTES (e.g. recycled content, energy
efficiency, and/or reduced pollutants): Not Applicable 22b. SECTION 508 COMPLIANCE FOR ELECTRONIC AND INFORMATION TECHNOLOGY (EIT): Compliant. The
EIT standards can be found at: www.Section508.gov/. 23. DUNS NUMBER: 009398421
24. NOTIFICATION REGARDING REGISTRATION IN SYSTEM FOR AWARD MANAGEMENT (SAM)
DATABASE: Contractor has an active registration in the System for Award Management (SAM) database.
About ath Power Consulting
Who We Are
ath Power Consulting is a full-service market research, training, and consulting firm. We are the all-in-one resource for survey and mystery shop research, competitive intelligence, compliance auditing, market analyses, social media monitoring, employee training and development, and strategic consulting.
Our Expertise
ath Power Consulting improves bottom-line performance for organizations. Since our inception in 1997, organizations have turned to us to help improve operational performance, increase stakeholder satisfaction, deepen employee engagement, ensure compliance, reduce attrition, and boost productivity. Clients are the driving force behind ath Power Consulting, and they represent many of the most successful customer-centric organizations known today.
Our programs are always tailored to our clients’ specific needs and scaled accordingly. We work closely with each client to determine which programs will yield the best results. They can range from discrete surveys and competitive analyses, to large, ongoing mystery shop studies and employee training initiatives. Our clients have been impressed with this level of customization and our ability to adapt a program as factors change within their organization.
Clients choose ath Power Consulting for our world-class customer service, expert team, proven research methodologies, robust analytical capabilities, and innovative technology. Our dedicated team of analysts, market specialists and consultants possess unmatched expertise and experience in CX design, research, analytics, and training across numerous industries, allowing us to create custom research and strategy programs unlike any of our competitors. We provide flawless data collection and have successfully designed, developed, and managed some of the largest multi-channel and multi-modality research initiatives in North America.
a3 Intelligence™
Our approach is based on a stakeholder experience platform which we pioneered ourselves – a3 Intelligence™. Developed by some of the world’s leading researchers, analysts and market specialists, this unique platform was built upon our vision to help our clients overcome their challenges within this highly competitive marketplace. a3 Intelligence™ is the foundation for each client program and is comprised of three essential components – our proven research methodologies, our seasoned team of researchers and analysts, and our comprehensive reporting system, aNET®. a3 Intelligence™ ensures accurate data measurement and analysis, and it enables our clients to make data- driven decisions that yield sustainable performance improvements.
Proven Solutions
We offer a broad range of fully customizable research and training solutions as well as strategic consulting services, including:
Mystery Shop Research (a3 Audits™)
Survey Research
Competitive Intelligence
Compliance Audits
Syndicated Research (ath Power Reports™) Social Media Monitoring
Employee Training and Development
Strategic Consulting
GSA Price List
Labor Category
4/25/18 - 4/24/19
4/25/19 - 4/24/20
4/25/20 - 4/24/21
4/25/21 - 4/24/22
4/25/22 - 4/24/23
SIN
s 5
41
611
, 61
14
30
,
54
19
10
Chief Executive Officer $401.91 $410.35 $418.97 $427.77 $436.75
Reporting Site Developer $155.22 $158.48 $161.81 $165.20 $168.67
Chief Relationship Officer/Client Service Senior Manager $348.58 $355.90 $363.37 $371.00 $378.80
Chief Operating Officer/Senior Project Administrator $301.56 $307.89 $314.35 $320.95 $327.69
EVP Research & Strategy/Subject Matter Expert $297.47 $303.72 $310.09 $316.61 $323.26
Data Production Specialist $134.38 $137.20 $140.09 $143.03 $146.03
Learning & Development Consultant $292.95 $299.11 $305.39 $311.80 $318.35
Executive Consultant/Engagement Director I $130.53 $133.28 $136.07 $138.93 $141.85
Executive Consultant/Engagement Director II $154.81 $158.06 $161.38 $164.77 $168.23
Executive Consultant/Engagement Director III $176.56 $180.27 $184.05 $187.92 $191.66
Director of Sales & Business Development $170.94 $174.52 $178.19 $181.93 $185.75
Administrative Services Associates/Research Associate** $75.52 $77.11 $78.73 $80.38 $82.07
QA/Project Editor $87.35 $89.18 $91.06 $92.97 $94.92
Outbound Interviewer** $44.31 $45.24 $46.19 $47.16 $48.15
Administrative Assistant** $64.80 $66.16 $67.55 $68.97 $70.42
System Developer/Programmer $166.02 $169.51 $173.07 $176.70 $180.41
IT Director $177.39 $181.11 $184.91 $188.80 $192.76
Trainer II $129.22 $129.22 $131.93 $134.70 $137.53
Trainer I $92.61 $92.61 $94.55 $96.54 $98.56
Senior Statistician $115.48 $115.48 $117.90 $120.38 $122.90
Statistician $76.82 $76.82 $78.43 $80.08 $81.76
Senior Research Manager $100.99 $100.99 $103.11 $105.27 $107.48
Research Manager $86.99 $86.99 $88.82 $90.68 $92.59
Training Project Manager $57.53 $57.53 $58.74 $59.97 $61.23
Content Developer $93.97 $93.97 $95.95 $97.96 $100.02
SCLS Eligible Labor Category SCLS Equivalent Code Title Wage Determination No Administrative Services Associates/Research Associate Data Entry Operator I - 01051 2015-4049 Outbound Interviewer Customer Service Representative I - 01041 2015-4049 Administrative Assistant Secretary I - 01311 2015-4049
**The Service Contract Labor Standards, formerly the Service Contract Act (SCA), apply to this contract and it includes SCLS applicable labor categories. Labor categories and fixed price services marked with a (**) in this pricelist are based on the U.S. Department of Labor Wage Determination Number(s) identified in the SCLS/SCA matrix. The prices awarded are in line with the geographic scope of the contract (i.e., nationwide).
SI
N 5
41
81
00
DC
The ath Power Small Business Banking Study™ $1,905.79
The ath Power Ideal Banking Study™ $1,710.33
The ath Power Consumer Digital Banking Study™ $1,710.33
ath Power Executive Brief: Online Account Opening and Applications $366.50
ath Power Executive Brief: Mobile Remote Deposit Capture Capabilities $366.50
ath Power Executive Brief: Millennial Banking Preferences $366.50
ath Power Executive Brief: The Era of the Universal Banker $366.50
ath Power Executive Brief: Importance of Touch and Technology in Small Business Banking $366.50
ath Power Executive Brief: The Promise and Opportunities Presented by Digital Wallets $366.50
ath Power Executive Brief: Small Business Owner Channel Preferences $366.50
The Ath Power Business Digital Banking Study $1,710.33
Training Course
4/25/18 -
4/24/19
4/25/19 -
4/24/20
4/25/20 -
4/24/21
4/25/21 -
4/24/22
4/25/22 -
4/24/23
SI
N
54
16
11
Course 1: Advanced Leadership, Management, and Coaching
5-day course, 12-25 participants. Price is per course.
$16,125.94
$16,464.59
$16,810.35
$17,163.36
$17,523.79
Course 2: Advanced Sales and Service
3.5-day course, 12-25 participants. Price is per course.
$10,994.96
$11,225.86
$11,461.60
$11,702.29
$11,948.04
Course 3: Advanced Business Development
2-day course, 12-25 participants. Price is per course.
$7,329.97
$7,483.90
$7,641.07
$7,801.53
$7,965.36
Course 4: Process Improvement Team Training
2-day course, 12-25 participants. Price is per course.
$7,329.97
$7,483.90
$7,641.07
$7,801.53
$7,965.36
Course 5: Train the Trainer
3-day course, 12-25 participants. Price is per course.
$10,261.96
$10,477.47
$10,697.49
$10,922.14
$11,151.51
**All training can be customized **
Labor Categories
LABOR CATEGORY DESCRIPTIONS
Chief Executive Officer
Experience: 20 years
Education: Master’s Degree
Job duties: The Chief Executive Officer is a wealth of knowledge who provides insight and direction to the staff and will oversee the entire program/process to ensure that expectations and SLA’s are being met. He also provides thought leadership on organizational change and acts as a day‐to‐day advisor for senior management. He oversees all aspects of developing and implementing the training courses
Reporting Site Developer
Experience: 7 years
Education: Bachelor’s Degree
Job duties: The Reporting Site Developer will facilitate the design and programming of ath Power Consulting’s online reporting platform. They will be responsible for managing, maintaining, and customizing the platform as needed for client programs.
Chief Relationship Officer/Client Service Senior Manager
Experience: 20 years
Education: Master’s Degree
Job duties: The Chief Relationship Officer/Client Service Senior Manager provides strategic management and direction to the Executive Consulting team throughout the design and implementation of the client engagement. She is responsible for managing timelines, project scope, quality of deliverables, and overall project and team member performance. The Chief Relationship Officer is also responsible for effectively managing the client relationship. She serves as the main client resource for all research and consulting services detailed in the Appendix of this schedule.
Chief Operating Officer/Senior Project Administrator
Experience: 10 years
Education: Master’s Degree
Job duties: The Chief Operating Officer/Senior Project Administrator will oversee all research and consulting activities for client programs with a focus of achieving client impact, revenue growth, and meeting all project financial and execution requirements. They serve as a client resource for all research and consulting services detailed in the Appendix of this schedule.
EVP Research & Strategy/Subject Matter Expert
Experience: 8 years
Education: Master’s Degree
Job duties: The EVP Research & Strategy/Subject Matter Expert use his deep industry knowledge, experience, and research expertise to provide innovative research that identifies critical insights and opportunities within the industry. He is also responsible for providing his research to our clients through our syndicated research reports as well as interacting with clients to answer questions and provide additional information if needed.
Data Production Specialist
Experience: 5 years
Education: Associate’s Degree
Job duties: The Data Production Specialist provides technical support in the development and execution of research and consulting projects, including mystery shop research, survey research, compliance audits, competitive intelligence, and social media monitoring services which are detailed in the Appendix of this schedule. They may be responsible for creating report templates, programming and testing questionnaires, or creating data sets and tabulations.
Learning & Development Consultant
Experience: 8 years
Education: Master’s Degree
Job duties: The Learning & Development Consultant develops, manages, and conducts ath Power’s training programs. She is responsible for translating research, management performance, and best practices into practical, compelling, and powerful training programs that drive organizational change for our clients. Her goal is to focus on the challenges that the client is current facing and build a program tied directly to their organizational goals.
Executive Consultant/Engagement Director I
Experience: 5 years
Education: Bachelor’s Degree
Job duties: The Executive Consultant/Engagement Director I has extensive project, research, and client management experience and is responsible for managing small sized projects. They serve as the main client resource and contact for all research and consulting services detailed in the Appendix of this schedule. They respond to all client inquiries/questions regarding data requests, reports, study results, and design changes. They will also advise the client on project execution recommendations, change management plans, and appropriate subject matter.
Executive Consultant/Engagement Director II
Experience: 8 years
Education: Bachelor’s Degree
Job duties: The Executive Consultant/Engagement Director II has extensive project, research, and client management experience and is responsible for managing medium sized projects. They serve as the main client resource and contact for all research and consulting services detailed in the Appendix of this schedule. They respond to all client inquiries/questions regarding data requests, reports, study results, and design changes. They will also advise the client on project execution recommendations, change management plans, and appropriate subject matter.
Executive Consultant/Engagement Director III
Experience: 15 years
Education: Master’s Degree
Job duties: The Executive Consultant/Engagement Director III has extensive project, research, and client management experience and is responsible for managing large sized projects. They serve as the main client resource and contact for all research and consulting services detailed in the Appendix of this schedule. They respond to all client inquiries/questions regarding data requests, reports, study results, and design changes. They will also advise the client on project execution recommendations, change management plans, and appropriate subject matter.
Director of Sales & Business Development
Experience: 5 years
Education: Master’s Degree
Job duties: The Director of Sales & Business Development is the prospect’s/client’s first contact. He is responsible for providing the prospect/client with initial information about the company, the services, and the capabilities. He is also responsible for building the relationship with the prospect/client and assessing their needs/objectives in order to gather the information needed to build a custom program that will successfully meet the client’s research needs.
Administrative Services Associates/Research Associate
Experience: 1 year
Education: High School Diploma
Job duties: The Administrative Services Associates/Research Associate supports the Executive Consultants with all program deliverables such as scheduling evaluations, formatting and preparing final client reports, and gathering reports or documents. They perform various administrative activities related to all of the research, consulting, and training services provided by our firm.
QA/Project Editor
Experience: 2 years
Education: Associate’s Degree
Job duties: To our clients, the most important aspect of a quality research program is the accuracy of the data. The QA/Project Editor is responsible for proofreading and auditing each individual evaluation/report to ensure that the client is receiving accurate and quality data. They may also be tasked with other editing activities dependent on the actual project. They conduct this work for the services detailed in the Appendix of this schedule.
Outbound Interviewer
Experience: 1 year
Education: High School Diploma
Job duties: An Outbound Interviewer provides their feedback based on their experience and assists in collecting the research data. They conduct this work for various client mystery shop research projects. Mystery shop research is a service detailed in the Appendix of this schedule.
Administrative Assistant
Experience: 1 year
Education: High School Diploma
Job duties: The Administrative Assistant provides general administrative support to all project teams in preparation of client deliverables to help ensure the success of a project. He/She is responsible for print services, scheduling and coordinating meetings, conference calls and webinars, or any other administrative activities including those associated with developing and implementing the training courses.
System Developer/Programmer
Experience: 10 years
Education: Bachelor’s Degree
Job duties: The System Developer/Programmer builds and maintains applications/software for displaying data and system designs to meet client needs.
IT Director
Experience: 10 years
Education: Master’s Degree
Job duties: The IT Director is responsible for ensuring that all systems are up and running and consistently maintained to minimize the risk of software defects/system issues having a negative impact on client and internal business operations.
Statistician
Experience: 4 years Education: Bachelor’s Degree Job duties: The Statistician contributes to survey design and methodology by designing survey samples to meet project objectives, analyzing the survey data, and assisting with statistical content. Performs analytical and operational analyses for research and consulting studies. They are an important resource for the research and consulting services detailed in the Appendix of this schedule.
Senior Statistician
Experience: 8 years Education: Master’s Degree Job duties: The Senior Statistician reviews and approves all survey design and methodology as well as oversees all data analysis and advanced statistical consultation to meet clients’ needs. They serve as a main resource for the research and consulting services detailed in the Appendix of this schedule.
Research Manager
Experience: 4 years Education: Bachelor’s Degree Job duties: The Research Manager conducts research, analyzes data, gathers information, and prepares reports related to the project requirements. They are an important resource for the research and consulting services detailed in the Appendix of this schedule.
Senior Research Manager
Experience: 8 years Education: Master’s Degree Job duties: The Senior Research Manager oversees all research activities for a study, including questionnaire development, launch, and maintenance. Ensures studies are completed in a timely, cost-efficient manner according to the highest quality standards. Provides consultative services to clients. They serve as a main resource for the research and consulting services detailed in the Appendix of this schedule.
Training Project Manager
Experience: 4 years Education: Bachelor’s Degree Job duties: The Training Project Manager manages various functions for our training clients, including writing and execution of workforce training grants, overall calendar coordination and travel arrangements for the trainers, setup and execution of pre and post training assessments, and coordination of training materials.
Content Developer
Experience: 4 years Education: Bachelor’s Degree Job duties: The Content Developer contributes to every aspect of training design, customization and methodology including client interviews, creation/development of training materials, reporting, and presentations of results when needed.
Trainer I
Experience: 4 years Education: Bachelor’s Degree Job duties: Performs a broad range of tasks associated with the implementation of standard techniques, procedures and/or criteria as they apply to the training aspects of the client project. Provides subject matter expertise support to all types of training development projects, including content review and feedback to development staff. Responsible for instructional component of training programs and delivering course material.
Trainer II
Experience: 8 years Education: Bachelor’s Degree Job duties: Provides subject matter expertise support to all types of training development projects, including content review and feedback to development staff. Responsible for instructional component of training programs and delivering course material. May provide management or supervision of other team members if necessary to meet project requirements. Serves in a leadership capacity providing experiential training that addresses organizational, leadership and management challenges. Implements application of solutions. Participates in training planning meetings, reviews materials relating to support functions, identifies and reports on issues or related problems and makes recommendations. Extensive experience designing, developing and delivering leadership programs, individual assessments and performance reviews
Training Courses
Course 1: Advanced Leadership, Management, and Coaching Topics
General Management Review Foundations of Leadership
Clarify the Roles and Responsibilities of a Manager
Identify Management Style (people oriented, task oriented)
Foundational Overview for a New Supervisor/Manager, Common Issues including-
Understand and Leverage Group Dynamics
Motivating Individuals and the Team
Develop Effective Communication Strategies
Cope with Change and Stress
Job Performance Standards
Defining Leadership vs. Management
Clarify the Characteristics of a Great Leader
The 6 C’s in Action
360° Assessment Key Concepts
Understanding your Feedback
Discover Personal Leadership Style and what it means
Corporate Leadership Today
Establish Effective Goals (SMARTER)
Develop Leadership Approach for Performance
Coaching in the Moment Team Building / Employee Relations
Key Attributes of an Effective Coach
What Coaching Is and Is Not
Types of Coaching: One on One and Situational Coaching,
Coaching in the Moment
Setting the Stage and Expectations for Successful Coaching
Developmental Coaching Strategies
Coaching to Levels of Performance
Onboarding New Employees
Performance Management
Expectation Setting
Measurement
Manage and Leverage Diversity
Build a Cohesive Team
Motivation
Sales Coaching/Formal Observation Coaching Performance Management
Coaching methods and frequency for formal observations
Assess individual performance against goals and established sales processes
Unit, dollars and time bound Individual Goals
Developing Action Plans for professional development
Full year Coaching activities
Coaching sales interactions, outcomes, activities
Definition, Key Purposes and Elements of an Employee Performance Appraisal
Setting Effective Performance Goals/Objectives
Effective Techniques for Preparation and Writing of The Performance Appraisal Review
How to deliver motivating Performance Appraisals
Beyond Performance Goals to Development Plans
Counseling and Corrective Action Time Management and Planning
Providing Effective Feedback
Managing Conflict
Understand and Address Work Conduct Problems
Corrective Action
Discipline and Documentation
Terminating an employee
Time Management Strategies
Creating a Plan for Each Day
Get it Done! – Don’t Procrastinate
How to Delegate
How to Problem Solve
Take Care of Yourself
Maximizing Sales Performance/Sales Management Hiring and Employee Selection Processes
Introduction to Performance Management Systems; working with a Complete Business Plan
Definition and Components of Sales Management
Goal Setting, Sales Plans, Competitive Analysis
Managing Goals through a closely managed operating system: Units, Dollars, by Period
Management Dashboards
Building a Sales Plan with Defined Activities
Assessing the Environmental and Competitive Risks
Monitoring and Reviewing Schedules
Elements of the Hiring and Selection Process
Effective Interview Skills
Behavioral Interviewing to Identify Top Candidates
Behavioral Interview Model as Guide
Job/Position Skills and Behavioral Success Criteria
Plan the Interview Using Two Components of a Behavioral
Question (Main and Probing)
Conduct the Interview with a Focused Approach
Evaluate and Select Best Candidate
Course 2: Advanced Sales and Service Training Topics
1. Connect with Your Customers 2. Uncovering Your Customer’s Needs and Wants
How to Make a Connection from the Beginning
Understanding the key drivers of Customer Satisfaction and
long-term customer relationships
Insights into Customer Behavior with Emotional Intelligence tools
Delivering Customer Loyalty and Brand Loyalty
Effective Communication techniques with an emphasis on proactive listening
Non-Verbal Communication Reflection,
Building on Experience Customer
Connection Tools, Resources Skill
Practice
Products/services offered and the solutions they provide to the Customers
Effective questioning skills to uncover the needs and goals of our Customers
Asking questions to clarify Customer expressed wants and actual underlying needs
Determine the Knowledge, Skills, Abilities and Behaviors needed to deliver a 5 Star Customer Experience
Apply proactive listening skills, understanding motivation, importance of empathy
Skill Practice
3. Advocate for Your Customer 4. Earn Your Customer’s Business
The role of a capable and confident customer advocate
Recognize and address situations of emotional distress
EQ techniques for self-awareness and self-mastery
How Advocates change the team environment
“Got Service” approach to understanding the customer
Internal alignment—teamwork Value Chain
Review and practice of proactive listening model
Applying the PACT model for problem resolution
Quality Assurance and Follow-Up
Detection and escalation of customer driven concerns
Skill Practice
What Does It Take to Earn Your Business?
In the Customer’s Shoes
Sales is Service
Clearly Communicating Products, Services, Prices and Solutions
Starting with Why? How Great Leaders Inspire Action
Account Analysis, Consultative Approach
Presenting Possibilities
Being Knowledgeable in the Customer’s eyes
Partnering for Trusting Relationships
Skill Practice
5. Customer Focused Close 6. Building Lasting and Profitable Relationships
Understanding the Close
Review and reinforce the customer’s Why?
The Value Gap: Knowledge, Skill, Time
Five steps to Effective Cross-Selling
Recognizing buying signals
Overcoming Ask Anxiety
Closing Techniques, Test Close, Closing Questions
Closing as the Beginning not the End, Exceeding Customer Expectations
Earn Referrals, Create Advocates
Skill Practice
Acknowledging Needs
Earning Trust, Customer Relationships That Last
Keys to Customer Follow-Up
Cross-Selling to Increase Share of Wallet
Understanding Lifetime Value
Opportunities for Continued Growth
How to get comfortable with the “Ask”
Becoming “Referable”
Referral Marketing
Earning Referrals and New Business
Providing Lifetime Value
Skill Practice
7. Communications/Knowing Your Email Audience
Best times to use email
Misunderstandings, Vulnerabilities, Passive Aggression
Managing delays and risks
Making Every Email Have a Purpose
Recognizing Your Audience
Value of Subject Line and Simple (Yet Composed) Writing
Skill Practice
Course 3: Advanced Business Development Topics
1. Sales Planning-Prospecting 2. Pre-Call Planning
The “Human Brain” and Selling
Sales Process Overview
Formulating and refining your Target List
Balancing your Strategy to include prospective and existing Customers
Cold Calling versus Warm Calling and techniques for both types of calls
Leveraging existing Customer Relationships; Asking for Referrals and gaining repeat business
Partnering and leveraging Leads from internal resources
Needs Analysis -Discovery Questions
Know how to address pain points with your products and services
Prospecting
Appointment setting strategies and techniques for the Gatekeeper
Overview of LinkedIn
Benefit-oriented Prospecting and Networking
Review and practice valid business reasons
Making a Customer call
Pre-Call Planning and Preparation (How to Research and Prepare for an Effective Call)
Isolation of questioning techniques to gain understanding – The
Single Most Important Aspect of the Call
Examining and practicing investigative Questioning Techniques
Knowing your competition
60 Second Monologue My Core Sales Message
Presentation
Networking
Utilizing LinkedIn for Business Development
3. Consultative Presentations 4. Consultative Selling/Differentiators
Effective Time Management Strategies
Business/Territory Planning
Making the call
The Fundamentals of an Effective Sales Call (five step Sales Call Model)
Build Trust
Explore and investigate needs and situation
Position and differentiate
Ask for the Business
Relationship-Focused Close
Anticipating and preparing for Objections –
Identifying and Troubleshooting
Effective Approaches to handling the Most Common Objections You Hear
Creating Your Business Development Plan
Focus on Customer Relationship Management to create
lasting connections
Definition of Consultative Selling, establishing your
Differentiators
The Importance of Small Business Product Knowledge and How to Use it Effectively to Build Relationships
Relationship Management Quadrant
Planned Approach to building long term relationships
After Call Work
Skill Practice
Sales Skill Assessment
Relationship Selling
Course 4: Process Improvement Team Training Topics
1. and 2. Introduction to Quality Leadership 3. and 4. Cycle Time Reduction, Cross Functional Teams and Process Mapping
Define Quality Initiative as Behavior Driven Change Challenge
#1 --Introduction to Cycle Time/Defect Reduction Connect
Roles to Quality Leadership
Challenge #2 --Who is your Customer? Success Stories
Challenge #3--Lessons from Success
Code of Team Behavior
Critical Success Factors
Timeframes for Process Improvement
Challenge #4--Commit to Quality Commitment Scale
Individual and Team Behavior Indicators
Team Baseline Performance
Impact of Current Process on Customer Results
Define Categories of Processes with Organization Structures
Challenge #5--Apply Key Learning via Experiential Exercises
Introduction to Cycle Time, Relationship Mapping
Performance Challenge #6--Customer Perspectives
Process Flowcharting, Cross-Functional Process Maps
Methodology of Total Cycle Time Reduction (TCTR)
Challenge #7--Team Assessment of Behavior
5. and 6. Process Mapping, Managing and Communicating Improvement Activities
7. and 8. Six Sigma, Defect Reduction, Growth Curve
Develop Quality Communication Commercial
Define Performance Outcomes Using SMARTER criteria
Challenge #8—Sharing SMARTER Performance Outcome
Challenge #9—Creating Plan for Achieving Performance Outcomes
Challenge #10—Models for Communicating Intent and Content to Critical Mass
Team Assessment
Capturing Learnings
Review Learnings
Successfully Running the Numbers
Explanation how Defect Reduction and Cycle Time work together
Define Key Concepts of Six Sigma
Calculate Sigma, Six Steps to Six Sigma
Challenge #11—Reducing Defects
Capturing Learnings
Growth Curve/Culture Change
Strengths and Weaknesses Uncovered
Challenge #12—Culture Implications
9. and 10. Quality Implementation, Communication of Strategic Change
Review of Learnings
Launching Quality
Leadership by Be/See/Free
Team Assessment of Behavior
Challenge #13—Personal and Team Commitments
Challenge #14—Progress made and real work accomplished
Performance Plan Presentations
Levels of Commitment
Challenge # 15--Involvement vs Enrolling
Program Evaluation
Course 5: Train-the-Trainer Topics
1. Adult Learning 2. Leaders as Trainers
Adult Learners:
Perfecting Your Presentation
The Participants
Training Delivery Feedback Sheet
What’s Next?
Learning Objectives
Understand the elements of a good presentation
Be able to mitigate nerves with calming exercises
Utilize key phrases to deflect or ease the tension with difficult participant behavior
Gain experience speaking in front of the group
Get the most from feedback from your peers
Understand our next steps in the Train the Trainer Process
Leaders as Trainers:
Maximizing Your Training Power
Presentation Building Blocks
Prepare to be Great!
Learning Objectives:
Understand the important elements of Leading Adult Learners
Distinguish between Facilitation and Training
Identify the components of a Training Program
Explain Learning Objectives and their importance
Understand the importance of preparation in the training process
Create and use a Training Preparation Checklist
Train the Trainer: 3. and 4. Sales and Service
5. and 6. Advanced Leadership, Management, and Coaching
Opening Exercises
Overview of Program Content
Create a Plan for Setting Up Exercises
Practice Opening/Introducing a Training Session
Icebreaker Practice
Creating Effective Flip Charts
Prepare and lead a ‘relay’ group discussion
Prepare for Common Questions
Handling Challenging Participants
Teachbacks
Plan and conduct an effective session closing or action plan overview
Reports (ODCs)
The ath Power Small Business Banking Study™
Purpose of the Small Business Banking Study
The ath Power Small Business Banking Study™ is a one-of-a-kind detailed assessment of the sales and service processes, product and service offerings, delivery methods, and customer experiences of the nation’s financial institutions within the small business banking target market. Through survey research, ath Power examined the small business banking efforts at financial institutions across the United States to determine how they are performing within this crucial market segment and what needs to be done to deliver the customer experiences that will ultimately increase acquisition, improve retention, and drive revenue.
Discover what small business customers expect from their banking relationship and whether or not they are
satisfied with their current experience;
Find out what gaps in the service experience would deter a potential small business customer from bringing their business to a bank;
Learn how banks are performing within the competitive landscape of small business banking compared to
previous years;
Gain the strategic insight needed to achieve a dominant position in the highly profitable small business banking market.
Methodology
ath Power surveys small business owners from across the United States to assess their business banking needs and evaluate their current business banking experience. Through a combination of quantitative and qualitative questions, ath Power sought to determine the following aspects:
Identify the priorities for small business owners in selecting a financial institution, as well as those that maintain
the relationship.
Examine how banks are performing with regard to these priorities, and what drives the overall relationship.
Assess how small business owners currently conduct their business banking and how they would prefer to do so.
Evaluate the prevalence and depth of current relationship manager and business banking customer relationships.
The ath Power Ideal Banking Study™
P urpose of The ath Power Ideal Banking Study ™
The ath power Ideal Banking Study™ is a one-of-a-kind, detailed assessment developed to identify which elements make up the “ideal banking experience” for consumers, and to uncover the impediments of producing such an experience. In this, our seventh study, retail banking consumers from across North America responded to ath Power’s online survey, and through this evaluation, assessed their primary financial institution in such areas as customer satisfaction drivers, desired banking features, interest in newer technologies across channels, satisfaction with, and likelihood to recommend, their primary institution, as well as the importance of employee product knowledge and having an advisory relationship. Also provided in the study is an analysis of the changing branch environment at institutions of all sizes, the types of branch layouts desired, and satisfaction with bank performance factors and overall customer service. The study offers actionable insight into ways to leverage existing strengths while identifying areas of opportunity for improvements.
ath Power designed this study to help financial institutions within the marketplace:
Reveal and rank banking customer interests and intents in both product and services;
Define specific features and processes that directly affect customer satisfaction;
Identify industry trends in such areas as branch deployment, branch reconfiguration, and the use of digital channels by banking customers
Learn ways to increase operational efficiencies while boosting customer engagement and satisfaction through the use of such business models as universal banker and omnichannel banking;
Identify differences in customer satisfaction between national and regional banks, community banks, and credit unions;
Discover the features desired by today’s customers that contribute to an ideal banking experience and increase their likelihood to recommend an institution;
Gain strategic insight into what attributes consumers want when choosing a primary bank.
Methodology
ath Power conducts an annual survey of thousands of retail banking customers and analyzes the responses to more than 103 questions which are designed to identify factors that determine satisfaction with their banking experience, to uncover impediments to producing such an experience, and to define loyalty, as described by today’s banking consumer. This report offers insight into the current consumer banking market and reveals the most important elements in banking relationships today. It also offers actionable insight on how financial institutions can take advantage of their current market differentiation, as well as identify additional areas of focus to consider.
General Survey Content
Retail Banking Customers were asked specific questions that ultimately determined the following:
Customer priorities for evaluating a primary bank
Identification and ratings of primary bank
Customer banking behaviors
Customer satisfaction with primary bank
Problem resolution efforts with primary bank
Primary reasons for loyalty and attrition
The ath Power Consumer Digital Banking Study™
Purpose of The ath Power Consumer Digital Banking Study™
The ath Power Consumer Digital Banking Study™ is a one-of-a-kind, detailed assessment of banking customer usage and intention, product and service offerings, delivery methods, and customer experiences with their financial institutions’ digital banking solutions. This study includes deep insight on digital banking features that are of great interest to users, and what banks and credit unions need to do to deliver the customer experiences that will ultimately increase acquisition, improve retention and loyalty, and drive revenue.
The study also identifies areas that, while important, do not resonate as strongly with today’s banking customers. Insights and recommendations in the study will help financial institutions determine how best to build and expand digital capabilities, determine which digital banking strategies are best for banking customers, and which investments in time, money, and effort will yield the greatest return in both revenues and customer satisfaction.
Discover what digital banking features are of great interest to banking customers, and whether or not they are
satisfied with their current experience.
Find out what gaps in the service experience would deter a potential digital banking customer from bringing their business to a bank or credit union.
Identify areas where financial institutions and their fintech partners are potentially deficient in meeting banking
customers’ expectations
Explore how digital solutions can be employed to more fully engage with banking customers, increase share-of- wallet, often across traditional geographic boundaries, and create a winning customer experience in their organizations
Obtain valuable information that can help target strategic sales and service initiatives within the digital banking
arena.
Gain the strategic insight needed to achieve a dominant position in the important digital banking market.
Methodology
ath Power surveys thousands of retail (mobile) banking consumers through an online survey composed of questions designed to identify factors that determined satisfaction with their digital experience, and to uncover impediments to producing such an experience. Through this evaluation, consumers provide information about their current digital banking behaviors, the features and functionality they value or would like to see added, and an assessment of their current digital banking experience.
The ath Power Small Business Digital Banking Study™
P urpose of The ath Power Small Business D igital Banking Study™
The ath Power Small Business Digital Banking Study™ is a one-of-a-kind, detailed assessment of customer usage and intention, product and service offerings, delivery methods and customer experiences within the small business digital banking line of business. This study includes deep insight on digital banking features are of interest, and what needs to be done to deliver the customer experiences that will ultimately increase acquisition, improve retention, and drive revenue in this important market.
ath Power designed this study to help financial institutions within the marketplace:
Uncover the important role that digital banking solutions play in enriching the banking experience for busy small
business owners
Discover what digital banking features are of great interest to small business banking customers, and their satisfaction with their current experience.
Find out what gaps in the service experience would deter a potential small business digital banking customer
from bringing their business to a bank or credit union.
Obtain valuable information that can help target strategic sales and service initiatives within the small business digital banking arena.
Gain the strategic insight needed to achieve a dominant position in the important small business digital banking
market.
Methodology
ath Power queries small business owners (SBOs) who are mobile banking users via an online survey composed of questions designed to identify factors that determined satisfaction with their digital banking experience, and to uncover impediments to delivering a desirable experience. Through this evaluation, hundreds of SBOs provide information about their current digital banking behaviors, the features and functionality they value or would like to see added, and an assessment of their current digital banking experience. On average, approximately 70-75% of respondents report annual revenue of up to $1,000,000, while 15-20% report revenues between $1,000,000 and $4,999,999, and 5-10% report revenues of $5,000,000+. Demographic categories such as Baby Boomer, Gen-X, Millennials, etc. are analyzed.
ath Power Executive Brief: Online Account Opening and Applications
This executive brief examines how banking customers increasingly expect instant access to a wide range of banking activities beyond checking balances and conducting simple transactions, to include checking and loan account applications and opening capabilities. Through proprietary ath Power voice-of-the-customer research, we review just how popular this capability is to banking customers, the percentage of respondents who use it, and reasons for non-usage and account abandonment.
ath Power Executive Brief: Mobile Remote Deposit Capture Capabilities
This executive brief examines the expansion of awareness and usage of mobile remote deposit capture (MRDC) in today’s banking world. Many banking customers who had previously cashed checks in the teller line or deposited them via an ATM are now embracing MRDC. Through proprietary ath Power voice-of-the-customer research, we review just how popular this capability is to banking customers, the percentage of respondents who use it, reasons for non-usage, and the potential for growth going forward.
ath Power Executive Brief: Millennial Banking Preferences
This executive brief examines the various ways Millennial consumers wish to bank today. In addition to identifying the one banking feature they couldn’t live without, it unveils Millennials’ usage of various digital banking methods, interest in reconfigured and open-concept branches, and interest in expanded self-service options like kiosks and tablets in branches.
ath Power Executive Brief: The Era of the Universal Banker
This executive brief examines the change from a teller-centric, transactional business model to one that is more advice- centric, and one that employs roving universal bankers who use tablets and computers throughout branches, and are knowledgeable and well-versed in available products and services. Through current voice-of-the-customer research, gain insight into the customer experience factors FIs should consider when interacting and engaging with customers, and learn best practices for implementing the universal banker model.
ath Power Executive Brief: Importance of Touch and Technology in Small Business Banking
This executive brief examines the issues affecting where and how business owners currently bank and wish to bank. Also, discover attributes important to SBOs when selecting a primary business banking provider, as well as their likelihood of switching to another primary financial institution – or a non-FI alternative – in the near future.
ath Power Executive Brief: The Promise and Opportunities Presented by Digital Wallets
This executive brief explores how banks and credit unions can see revenue and customer loyalty gains through digital wallet adoption. Through proprietary ath Power voice-of-the-customer research, the findings show how financial institutions are well-placed to leverage the opportunities presented by digital wallets and, in the process, guide their customers to an improved customer experience – both in-store and online
ath Power Executive Brief: Small Business Owner Channel Preferences
This executive brief assesses how small business owners currently conduct their business banking and examines what drives them to utilize certain channels from branch, online, and mobile apps, to ATM and contact center. It reveals how small businesses prefer to contact and be contacted by their bank, their preferred channels for day-to-day transactions such as check deposit and bill pay, and the channels they favor for seeking financial advice and loans.
APPENDIX
**services described in this appendix are supported within the Labor Category Descriptions and are not separately priced services**
**All research services can be customized **
Mystery Shop Research
Government agencies and organizations provide our communities with essential products and services, which is why it is crucial that the customer, constituent, and stakeholder experience is up to par. Mystery shop research is a proven method that helps ensure this goal is met.
For over two decades, ath Power has been helping organizations optimize performance, deliver on their organizational promises, and maximize their sales and service potential with our nationally recognized mystery shop programs, a3 Audits™. a3 Audits™ encompass our specialized approach to real-time information gathering about customers, constituents, employees, and stakeholders. Every program is tailored to each client’s unique needs and objectives.
Utilizing our extensive database of mystery shoppers (one of the largest panels in North America), a3 Audits™ are performed in various ways including anonymous onsite visits, calls to departments or locations, online assessments, and mobile application usage. The process captures vital information and presents objective insight into an organization’s strengths and weaknesses. a3 Audits™ provide the necessary tools and processes to measure, monitor, and improve the experience.
As much as you would like to, you cannot be at every location all of the time to ensure that your front-line staff is following your set protocols. But we can. Our mystery shop programs are a valuable tool in helping organizations see through the customer, constituent, employee, or stakeholder’s eyes to assess all elements of the experience.
Understanding your customer experience and market perception — whether in-person, via telephone, online, or mobile app — is essential today. Using a3 Audits™, you will identify key areas to improve on and then implement a success strategy based on our actionable recommendations. Our programs have helped clients from many lines of business across a plethora of industries see improved employee performance, increased compliance rates, and maximized profitability.
Here are some examples of mystery shop research programs we can conduct:
Decoy/Agent shops to determine if minors are being served in various establishments
Telephone customer care shops to evaluate the helpfulness, courteousness, and sales skills of the call center
representatives
In-person shops to evaluate levels of knowledge and service in parks, libraries, schools, and government
agencies, departments, organizations
Compliance shops to determine if government employees are in compliance with policies and procedures
In-person/phone/online/mobile shops to evaluate responsiveness to inquiries, as well as reveal if transactions
and requests are handled in a timely manner
Online shops to evaluate experience using government websites
Survey Research
Exploring customer, constituent, and stakeholder experience through survey research is a proven way to not only acutely understand your organization’s strengths and weaknesses in meeting needs and expectations, but also to identify what elements are driving satisfaction and what areas need improvement.
Our approach leverages the considerable experience we have gained through surveying a broad range of customer and constituent populations from a variety of industries, along with the knowledge that each study must be customized to address the unique needs of every client.
ath Power’s survey research spans the customer and constituent life cycle, measuring the experience at every touchpoint along the journey. This helps to establish baselines to measure future performance, as well as predict needs and trends and identify key drivers of experience. We are able to create meaningful action plans from our data and subsequently monitor progress in order to drive continuous improvement.
Our survey research methods span every channel and current optimal method.
Competitive Intelligence
Accurate knowledge of what competing organizations are doing in your market provides the foundation block for continuous growth and increased profits, and is critically important to maintaining and building customer and stakeholder relationships.
ath Power provides customized research initiatives for organizations across all spectrums of market strategy and performance, operational compliance, and competitive intelligence. The business intelligence resulting from our customized programs provides our clients with a clear understanding of business processes and competitor protocols, empowering them to anticipate and strategically plan for pertinent market dynamics.
Our competitive intelligence programs analyze a variety of dimensions within competitor structures and market environments to assure effective planning and business strategies. We provide our clients strategic intelligence including market competitors’ current and future strategies and capabilities, as well as tactical intelligence on operational issues; from sales, service, and pricing policies, to technology and product differentiation.
ath Power will help you refine current product suites and service delivery practices, as well as optimize new product and service launch efforts. Our team will develop market benchmarks to assist in defining your market presence, positioning, and customer experience effectiveness.
Compliance Audits
Evolving laws and regulations have created the need for government organizations to be more proactive with their compliance efforts, and to create sound structures that can support regulatory changes. With a strong team of highly experienced professionals, including compliance and regulatory trainers, ath Power offers its clients compliance evaluation methods to ensure adherence to today’s requirements.
ath Power brings the industry expertise, proven capabilities, and necessary resources to conduct compliance audits for all types of government organizations. We are able to measure and assess levels of compliance to identify areas of risk or concern which typically cannot be achieved using standard transaction testing. ath Power’s compliance audits can supplement any organization’s quality control program by providing greater visibility into their practices and procedures.
By using our research methodologies to capture this critical information, we can delve deeper into the customer or constituent’s experience. We are able to uncover what sales and service protocols are used when a customer or
constituent contacts your agency or department, if the necessary material and information is disclosed to the person, whether or not they are treated fairly during their in-person visit or phone call, if your employees are following proper procedures, and much more.
With ath Power’s compliance audits, organizations are able to:
Assess and identify potential risk against laws, regulations, and requirements specific to your organization
Ensure proper procedures, quality control, and response
Protect yourself, your employees, and your business
Potentially avoid legal issues
Work to stay ahead of the curve on the ever-changing regulation and compliance tenets
Maintain a positive brand image
Social Media Monitoring
For most consumers and constituents, the experience begins and ends with online reviews. Whether they are looking for a new product or service, reviews and profile information most certainly influence their purchasing decision. After they finish their experience, online reviews are the best, most natural source to collect feedback in volume.
ath Power’s Social Media Monitoring collects all relevant data from social media including reviews, ratings, and online feedback, allowing government agencies and organizations to manage, maintain, and improve their online brand reputation. The data is collected, aggregated, scored, and displayed in our industry-leading, online reporting platform.
Features:
Social Media Awareness: NEVER miss a new online review on ANY of 50+ platforms (including Facebook, Yelp
and Google).
Quick Feedback Responses: Social Media Monitoring makes it much easier to respond to feedback and reviews
in a timely fashion. Responding to reviewer concerns shows that you value their feedback and always striving to
improve.
Online Brand Consistency and Accuracy: Ensure that the organization name, address, hours of operation, phone
number, etc. are ALWAYS consistent and up-to-date on every platform.
Social Media Best Practices: Implement and enforce social media practices across the organization. We provide
actionable steps on how you can improve your social media presence right within our reporting platform. Every
location gets a “Social Media Best Practices” score that quickly reveals when negative reviews are not responded
to, when information has not been updated, etc.
Competitive Intelligence: Because all of the data is publicly available, the service makes it easy to gather
customer feedback to measure how the organization compares to its competitors.