1. 30 Day Assessment of Induction Goals Employee
Observed Performance - Total /18
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Takes calls at or above team average
/3 Responds within 8 seconds to inbound calls (2 rings)
/3 Asks questions as needed and implements training
/3 Demonstrates high level of accuracy on data entry
/3 Uses Timeclock to punch in and out consistently
/3 Confirms receipt of orders and RA’s to sales reps promptly and consistently
Role Play - Total /15
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Warm transfer call providing necessary info to recipient
/3 Transfer caller to VM
/3 Explain 4 standard billing options
/6 Identify which staff take escalations: Buying Group, New Account, Scojo Show, Scojo End User, Collections, Rep Issues
Frame Hands-On Demo - Total /8
/4 Identify basic frame parts
/4 Explain frame measurements
SAP Hands-On Demo - Total /27
/14 Data Entry
/2 Enter stock order frame
/4 Enter an RA frame
/4 Enter parts order
/4 Enter bill-only for rep supplied frame
/2 Shipping
/2 Track a U.S. Shipment
/7 Accounting
/3 Retrieve Invoice using search by: Packslip number, Invoice number, Date
/2 Confirm E-Invoice information and send to account
/2 Retrieve Credit Memo using search by: Credit Memo number, Date
/4 Website Knowledge
/2 ogieyewear.com: Help customer locate frame, view color options
/2 scojo.com: Help customer locate frame, view magnification/color options
Employee Signature Date Supervisor Signature Date
/68

2. 60 Day Assessment of Induction Goals Employee
Observed Performance - Total /15
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Takes calls at or above team average
/3 Responds within 8 seconds to inbound calls (2 rings)
/3 Responds to inbound emails professionally, within 1 business day
/3 Receptive to feedback and implements coaching
/3 Demonstrates high level of accuracy on data entry
Role Play - Total /6
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Refer end-user to retail location
/3 De-escalate basic defect issue
SAP Hands-On Demo - Total /18
/3 Order Entry
/3 Enter rep personal at rep discount and document
/2 Shipping
/2 Create and document an ICS Collect Request
/4 Reporting
/2 Load a Sales Report for an account by year
/2 Pull an 18-month Usage report for an account and save
/5 Accounting
/3 Retrieve Invoice using search by: Pack slip number, Invoice number, Date
/2 Confirm E-Invoice information and send to account
/4 Website Knowledge
/2 ogieyewear.com: Help customer locate frame, view color options
/2 scojo.com: Help customer locate frame, view magnification/color options
Employee Signature Date Supervisor Signature Date
/39

3. 90 Day Assessment of Induction Goals Employee
Observed Performance - Total /18
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Takes calls at or above team average
/3 Responds within 8 seconds to inbound calls (2 rings)
/3 C&D backorder report processed weekly (on average)
/3 Actively seeks and offers data entry support
/3 Demonstrates high level of accuracy on data entry
/3 Shows interest and expertise at a specific task within the department
Common De-Escalations Role Play - Total /18
3=Excellent 2=Acceptable 1=Needs Improvement
/3 Direct unhappy end user with broken frame to retailer
/3 Clarify why the amount on a pack slip differs from amount on statement
/3 Explain to Iris account why they were charged a stocking fee on their returned frames
/3 Communicate backorder information on a frame to account placing order
/3 Communicate reason for partial credit on a return frame to customer
/3 Communicate reason for NQF frame return to customer
SAP Hands-On Demo - Total /19
/8 Accounting
/2 Explain current amount due on statement
/2 Explain future due amounts and due dates on statement
/2 Explain why a given invoice or credit does not appear on the current statement
/2 Check status of returned frames and explain credit
/7 Shipping
/2 Track a Canadian shipment
/5 Explain the following Accellos terms : Unallocated, Allocated, Wave, Nuke, Return Cart
/2 Reporting
/2  Determine account eligibility for an Ogi banner using reports
/2 Website Knowledge
/2 ogieyewear.com Restore website access to account with password issue
Employee Signature Date Supervisor Signature Date
/55