--000000000000545d7306375029c6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Please see update below from the CSM 4-week training kick off including homework before the next session and practical application this week. GMs involvement in following up on these things between each session is critical. The goal over the next 4-weeks is to see a substantial improvement in conversion from this cohort. ---------- Forwarded message --------- From: Mansi Mehta Date: Wed, Jun 11, 2025 at 11:00=E2=80=AFAM Subject: Follow up - CSM training Week 1 To: undisclosed recipients Cc: Melissa Reyes , Audra Williams , Tiffany Silton , Claudia Hernandez = , Laura Meister , Leigh Smith , Amanda Ominsky , Abbie Canta , Codi Hall , Jennifer Geist , Karen Rijken , Diane Mockenhaupt , Lauren Hardy , Patti George-King , Emily Kraeter Hello CSMs! [CC'd direct supervisors] THANK YOU FOR JOINING ME TODAY ON OUR ASSESSMENT TRAINING SESSION!! I am impressed with the level of engagement, great question asking and excellent points shared throughout the session. Let's keep the momentum going for next week's session! KEY TRAINING OBJECTIVES Understanding current objections 1. Consultation vs Assessment 2. Pricing 3. Out of service area - Able to serve clients for longer hours, not short hours Pre-assessment planning 1. Understand the importance of preparation 2. Adopt best practices to enhance skills and increase client value-adds 3. Understand the importance of team communication (pricing/hours considerations, etc.) 4. Develop a robust and signature toolkit PRACTICAL APPLICATION - Local HCL and CSM to pair together and practice pre-assessment planning with new incoming assessment - Utilize the pre-assessment planning tool for the next 4 weeks - Document in Salesforce - Next week, come prepared by sharing examples of how the pre-assessment tool helped with an assessment - CSM Toolkit List - Feel free to reference our low stakes environment training session here: Recorded Training Session *PREP WORK FOR NEXT WEEK'S SESSION* In your CSM Training Manual please review the following: 1. Understand qualities of effective listeners 2. Identify what to look for (needs/wants) that may uncover opportunities for service 3. Expand collection of best questions - how to uncover all needs and goals from a client This will prepare you for our group breakout session and presentations! Have a great rest of your week! --=20 *Mansi Mehta, RN, BSN* VP, HR Operations | TheKey Mobile: 650.690.5037 *I am sending this email at a time that suits my work schedule; please do not feel obliged to reply outside of your working hours.* --=20 *Melissa Reyes* President of Client Services(916)743-0530 --000000000000545d7306375029c6 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Please see update below from the CSM 4-week training kick off= including homework before=C2=A0the next session and