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Evaluating Introductions

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  1. Evaluating Introductions CMOR- MRA Interviewer Training Modules Evaluating Introductions

  2. Evaluating Introductions The Interviewer’s job has two parts: • Technical Expertise • Delivery CMOR- MRA Interviewer Training Modules Evaluating Introductions

  3. Evaluating Introductions • When the Supervisor is evaluating an Interviewer’s delivery of an Introduction, both technical expertise and delivery style are important. • The Supervisor must pay attention to the following skills: CMOR- MRA Interviewer Training Modules Evaluating Introductions

  4. Evaluating Introductions • Development of an effective and confident introduction style. • Good listening skills. • Ready to give appropriate answers to objections at the first sign of refusal. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  5. Evaluating Introductions • Conversational delivery of the survey without violating verbatim rules. • Ability to develop rapport and trust with the Respondent. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  6. Evaluating Introductions The Basics… CMOR- MRA Interviewer Training Modules Evaluating Introductions

  7. Evaluating Introductions • The majority of all refusals occur during the introduction. • It is important for Interviewers to sound professional, speak clearly and at an appropriate pace at the beginning of the interview. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  8. Evaluating Introductions • Often the Respondent has questions or objections, and the Interviewer must be able to address these issues. • Successful Interviewers are quick to answer these objections in an appropriate and professional manner. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  9. Evaluating Introductions • An effective introduction includes: • Proper use of selected phrases. • Assumptive opening. • Answered objections with right cue-tip/probe. • Warm, personable and professional demeanor. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  10. Evaluating Introductions What to look for… CMOR- MRA Interviewer Training Modules Evaluating Introductions

  11. Pace / Match the Respondent • Pace is the tempo or speed with which the script is read to the Respondent. • There is no set pace that is best for all Respondents. The key is to match the Respondent’s pace. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  12. Pace / Match the Respondent • Was the pace too fast, too slow or just right for the Respondent? • Matching the pace of the interview with that of the Respondent increases the success of completing the interview. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  13. Pace / Match the Respondent • Did the Interviewer detect “signals” such as elderly Respondents who require a slower pace? • How about Respondents who have time constraints and need a faster pace? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  14. Pace / Match the Respondent • The pace may be too fast for the Respondent if an Interviewer must repeat more than one question. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  15. Pace / Match the Respondent • If a Respondent is in a hurry and the Interviewer makes no attempt to increase the pace, then the Interviewer may be speaking at too slow a pace. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  16. Volume Was the Interviewer’s voice too loud, too soft or just right for the Respondent to hear? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  17. Tone • The pitch of an Interviewer’s voice sets the tone for the interview. • A professional image is projected when the Interviewer sounds enthusiastic and is focused on the survey and the Respondent. CMOR- MRA Interviewer Training Modules Evaluating Introductions

  18. Tone • Was the Interviewer’s delivery of the survey natural, conversational, enthusiastic and genuine? • Or was it robotic, unenthusiastic or false? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  19. Tone • Was the Interviewer’s tone warm, or did it sound rigid and distant? • Was the Interviewer’s voice monotone, or did it vary and was it modulated? • Was there a smile in the Interviewer’s voice? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  20. Enunciation • Was the Interviewer’s speech clear or unclear? • Did the Interviewer sound smooth or choppy, exaggerated or sincere? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  21. Converting Reluctance • Was the Interviewer too assertive or not assertive enough? • When met with resistance, did the Interviewer make two efforts to convert? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  22. Converting Reluctance Did the Interviewer’s answer match the Respondent’s real concern? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  23. Rapport • Did the Interviewer acknowledge feelingsand concern and show empathy? • Could the Interviewer adapt to Respondent situations that occurred? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  24. Rapport • Did the Interviewer sound genuine? • Was there unnecessary banter? • Was the rapport inappropriate – bad jokes or poor choice of subjects? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  25. Evaluating Interviewer Style Measure Interviewer Style Using This Checklist… CMOR- MRA Interviewer Training Modules Evaluating Introductions

  26. Supervisor Checklist / Evaluating Interviewer Style • Pace for the Respondent • Too slow? • Too fast? • Right on target? • Voice modulation • Monotone? • Natural? • Not sincere /genuine? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  27. Supervisor Checklist / Evaluating Interviewer Style • Introduction • Correct use of selected phrases? • Assumptive opening? • Answered objectives with correct cuetip/probe? • Warm, personable and professional? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  28. Supervisor Checklist / Evaluating Interviewer Style • Enunciation • Unclear? • Clear? • Exaggerated / choppy? • Flexibility /Adaptability • Able to adapt to Respondent and situations that occurred? • Unable to adapt to Respondent and situations that occurred? Flustered? Lost place? CMOR- MRA Interviewer Training Modules Evaluating Introductions

  29. Supervisor Checklist / Evaluating Interviewer Style • Rapport • Too much? Not genuine? Too much banter? • Not enough rapport? Did not respond to objections / questions? • Appropriate amount of rapport? Respondent returned dialogue? • Inappropriate rapport? Poor choice of subjects, bad jokes? CMOR- MRA Interviewer Training Modules Evaluating Introductions

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