The Competencies Module provides insights into reps, team, and your organizational performance across the key categories, or Competencies, measured in your win loss analysis and customer experience programs. Competencies are skills and capability categories that influence buyer decisions and customers experience and reflect the performance feedback obtained through quantitative surveys and telephone interviews.
In this module, you’re able to quickly see how your reps perform in key areas, identify top performers’ by skill or competency area, review where reps need help and coaching, and track performance changes over time.
The header section of the Competencies module provides data context for the competency performance ratings and related feedback.
- Top Reasons for Wins identifies the most frequent reason cited by buyers as a reason for winning, showing you the frequency the reason has been cited by buyers - both the number of times buyers mentioned it as a reason for winning and the percent of times the reason is a reason for winning compared to the rest of your
Drill down into each competency to see buyer feedback specific to the selected competency. Every instance of feedback buyers have provided about your performance, both good performance and poor performance, is available to review. Additionally, with Gong integration enabled, you can also review the key sales moments that relate to the buyer's feedback giving you a complete view into the buyer's perceptions about your performance.
Competency ratings are used to trigger the "Get Help" button within alerts, which enable targeted just-in-time coaching content and enablement. You can also use Automated Alerts to push this information to reps and others on a regular cadence.
This guide will walk you through everything you need to know to use the competencies module to gain rep and team-level insights and review coaching content.
Use Cases & Key Benefits
- Unlock key insights into real-time performance of your reps and teams
- Compare individual or group performance against organizational averages
- Discover the top reasons for your wins and losses, and positive or negative experiences
- Monitor performance based on selected criteria such as Great 8 Sales or Service competencies
- Identify opportunities for team coaching initiatives based on low competency scores
- Monitor where direct coaching interventions have resulted in competency improvement
- Continuously track and improve performance metrics
Actions
- Reviewing Competencies Summary Bar: The Summary Bar highlights the top reason for wins, losses, positive and negative experiences. Use these insights, along with their frequency and value or win data to get a snapshot of your win/loss strengths and weaknesses and see where you can make the biggest impact.
The Outcomes table breaks down your won, lost, and no decision deals by number and revenue. The NPS table breaks down your won, lost, and no decision deals by number and revenue
- Filtering: Filter your results to locate the feedback profiles you are interested in analyzing, based on opportunity characteristics or specific responses, such as filtering to a specific Product or Competitor.
- Reviewing Competencies Main Table: The main table details Competencies by category and shows the averages of how your teams are doing. The averages are dynamically calculated based on the spread of ratings. The spread is broken into below and above average, though you are alternately able to view the lower and upper quartile of the data using the 3 dots menu on the right. This divides the skills score data into four equal parts, with the lower quartile at the 25th percentile and the upper quartile at the 75th percentile.
Clicking the count under Reps, Below Average, or Above Average displays a modal featuring the sales representatives that have buyer feedback for the selected competency. The Best in Class indicates the rep with the highest performance rating for a given competency, with a minimum of 3 or more data points.
- Drilling into Performance Feedback: Click the link of a given Competency to visit the associated Feedback page and review associated Training Content (such as Coaching, Boosters, and Planners). See Feedback page for more detail.
Table of contents:
Overview
This walkthrough provides a general overview of the module to familiarize you with the essentials and best practices.
Competencies feedback page
This walkthrough provides a general overview of the Competencies feedback page.
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