Georgia Initial Training Programs

The Residential Sales Initial Training Program is a four-week, skill-based program that begins on the Team Member’s first day with Massey Services. As the General Manager (or designated trainer), you are responsible for personally supervising the program to ensure the new Sales Inspector develops the knowledge, skills, and confidence required to represent Massey as a trusted professional. Click here for a printable version.

Your Responsibilities

• Preparation: Look ahead! Use the calendar to see what activities you should be covering. Reference the Trainer Resource Guide to see the goals of those activities and how they can be accomplished.
  • You can decide to follow the activities as written, modify them to your needs or use the goals as a guide. Regardless, the goals must be met as you must address your trainee’s progress with these modules and activities on the training checklists!
• Daily Interaction: Spend dedicated time with the new Team Member each day. This is essential for reinforcing learning, modeling professional behaviors, and providing timely feedback.
• Guided Development: Training is more than “shadowing.” Each ride-along, role-play, or field activity must have a purpose. Use the Trainer Guide activities, single-point rubrics, and sales documents to structure learning and provide meaningful coaching.
• Accountability: Ensure daily tasks (DSAR completion, role-plays, coursework, guided activities, etc.) are completed. Weekly checklists must be submitted with required comments and feedback.
• Delegation: If you are not personally training the Team Member on a given day, assign them to someone prepared to teach and reinforce the day’s learning objectives. Follow up to confirm objectives were met.
• Feedback & Coaching: Collect feedback from the Team Member on their progress, address concerns, and document observations in the LMS checklists. Use open-ended prompts rather than yes/no confirmations to guide reflection.
• Progression: Training moves from observation → guided practice → independent performance. Do not advance the trainee until they demonstrate readiness, especially in customer-facing activities.
• Documentation: Correctly completing and submitting initial training documents like licensing applications and field training checklists on time.
  • Ensure all completed forms are scanned and then submitted to the Initial Training Paperwork Upload Portal which can be found on Armyant (the intranet), the MILO homepage, or at the top any state initial training page.
  • These items are noted with 🔼 in the Training Guide to help you know when to submit them.

Day One Requirements

• Sign the team member into Massey University.
• Print any required state documents for completion.
• Print CHK 3000 Residential Initial Field Training & Skill Verification Checklists.
• Print CHK 3010 Skill Evaluation Assessment Results Guides.
• Print The Learner Workbook.
• Issue all assigned tools, PPE, and equipment.
• Begin field observation and classroom learning.

Training Expectations & Standards

• No Shortcuts: Under no circumstances should the program be rushed or condensed. The program is designed for 4 weeks and must be followed.
• Skill Practice: Ensure the trainee is role-playing and applying all 8 Steps of the Sales Process daily, with service themes layered in as scheduled.
• Field Integration: Layer field training and guided fieldwork activities onto existing ride-alongs to maximize relevance and efficiency.
• Checklists: Manager checklists must be completed, with required comments documented and any uploaded items attached. These serve as the formal record of training.
• Massey University Coursework: Ensure trainees stay on pace. Do not allow them to complete more than what is assigned in a given week.

Tools & Resources

• Trainer Resource Guide: Designed to help you accomplish every checklist item and support you at every level. It provides guidance from the high-level overview of each week down to the minute details of activities, giving structure and confidence to trainers who need support and offering depth for those looking to expand their training abilities.
• Learner Workbook:Provides worksheets, guided notes, and reflection activities to structure the trainee’s learning.
• Single-Point Rubrics: Used to evaluate role-plays and customer engagement skills objectively.
• Massey University: Online coursework aligned with weekly focus areas.
• Sales Initial Training Manual: Serves as a reference for the 8-Step Sales Process, features and benefits, and service-specific practices.

⚠ Follow the Program! Do not rush a new team member through training. The first few weeks set the foundation for their long-term success and service quality.

Initial Field Training Checklists

All Initial Field Training Checklists are available for download in the Printable Resources section of this guide. Each checklist includes directions on the front page explaining its use.

• Once all sections are finished, scan and upload the checklist to the Initial Training Paperwork Upload Portal.
• Complete each checklist section as indicated in the Training Guide schedule.
• Provide dates, times, and comments where required. Comments should be detailed, specific, and legible.
• Verify that all required fields are complete before progressing.
• Write clearly! Incomplete or unreadable checklists may be considered invalid.

Lesson Schedule

• Follow the schedule provided.
• Lessons are designed to be completed over time.
  • Do not allow more than the assigned lessons each week.
  • Divide the weekly load into manageable daily segments.
• Completing too many lessons in one sitting reduces retention and is poor training.

⚠ Exception: There may be days during the training period that keeps the team member from going to the field to train. In these cases, they may complete more than a day’s allotted lessons, but no more than two days’ worth in one sitting.

Skill Evaluations

There are three (3) skill evaluations which you are responsible for implementing or setting up. Below is a chart showing where they are in the training schedule and where to find the instructions and resources in the Trainer Resource Guide.

Do not spring an evaluation on the learner. The team member should know an evaluation is approaching so they can be prepared, and you can also be prepared.

Final Skill Evaluation Reminder

The Final Skill Evaluation is proctored by a Regional Manager or Sales Director—not by the GM or trainer.

• Manager responsibility: schedule the evaluation, ensure all required materials are ready, and confirm the trainee is prepared.
• The evaluation must be completed before Week 4 ends.
• If the trainee does not pass, a structured retest process will be followed. Training audits occur only after multiple failures.
• Reference the Trainer Resource Guide for more information.