That's well said and not uncommon whatsoever. It's been my experience that starting with buy in from the top is the best course. Once they have given the green light then a plan needs to be outlined, approved and it needs to include KPI's, checks and balances and of course performance measurement along with trend reporting. After this is all "blessed," content is next and keep in mind, everyone learns differently. Some visually, some audibly and others situationally by actually doing, visa vi role plays. It also helps to have the to have the industry data to justify why you're working on the specific pieces on which you're working.
For Example: Here's how you want to give directions after you set an appointment, landmarks, car parked, walk into the store, front desk, etc. Not just street names, north and south, etc. Also, be sure to explain "pass up the first gate and turn right in the second gate" sort of things. The good/bad part about this is the first time you hear it some will think "this is stupid" but after listening to 1,000 calls from an outbound BDC following up with missed appointments just over 10% of them had issues with this and they actually were on their way, got close or could describe the building/lot but couldn't figure out the maze to the front door!
Another response to something as simple as giving proper directions is "they'll use google." Sure they will, google has satellites and everything, right? Have you ever used google as a civilian going to a dealership that's on an auto mile? Or how about in an auto mall? I know plenty of people that think the new Colorado IS the Tacoma and vice versa. Show me one salesman that won't perform a proper walk around and test drive on his product if the prospect shows up by mistake and I'll show you one horrible salesman.
