Glossary[0] = new Array("Account Assessment Call", "Call made to client to gather business information including training goals and objectives.");
Glossary[1] = new Array("On-Site Assessment Visit", "Visit to a client's company in order to further assess more complex training needs that were discovered in the preliminary assessment call.");
Glossary[2] = new Array("Magic Formula", "A guide that will assist participants during customer interactions, usually consisting of 5-25 customer service skills. The formula is structured so that there is a flow to the interaction that sounds natural, but professional. It is not a script that spells out exactly what to say, but rather provides the skills that should be executed. ");
Glossary[3] = new Array("E-Learning" , "Delivery of training content via Internet, Intranet, and/or CD-ROM");
Glossary[4] = new Array("Pre-Sales Phone Shopping", "Sample inquiry calls (mystery shop calls) made to the prospective client that measure current sales and service skill levels.");
Glossary[5] = new Array("Training Confirmation Call", "Call made by account manager to the client to verify training session logistics.");
Glossary[6] = new Array("Blended Learning", "Learning events that combine on-site training and e-learning components.");
Glossary[7] = new Array("Competition Calls", "Sample inquiry calls made to a client's direct competitors during a training session and used to measure sales and service skill levels.");
Glossary[8] = new Array("Mini-Sessions", "Typically 30-minute, interactive phone conferences with program graduates and/or new hires to review or reinforce a specific skill or best practice that was covered in the initial training session. These instructor-led discussions can be comprised of role plays, Q&A sessions, and/or reviews of a specific skill set. Sessions are limited to 12 participants.");
Glossary[9] = new Array("On-site Training", "Traditional classroom training in which an instructor delivers and facilitates learning activities.");
Glossary[10] = new Array("Pre-training Email Shopping", "Sample inquiry emails sent to a client in advance of training and used to measure current sales and service skill levels.");
Glossary[11] = new Array("Pre-training On-site Mystery Shops", "Sample inquiry visits made to the client in advance of training. They are used to measure current sales and service skill levels, as well as the entire customer experience.");
Glossary[12] = new Array("Pre-training Phone Shopping", "Sample inquiry calls (mystery shop calls) made to the client in advance of training and used to measure current sales and service skill levels.");
Glossary[13] = new Array("Pre-training Voicemail Shopping", "Sample inquiry voicemail left for a client in advance of training and used to measure current sales and service skill levels.");
Glossary[14] = new Array("Coaching on Demand", "Help desk dedicated to providing feedback and instruction to clients on specific sales and service skills. These calls can include role plays, and review of class and training material.");
Glossary[15] = new Array("Community Collaboration Liaison", "Signature representative facilitates the collaboration between the client and a local education institution for the purpose of providing long-term sustainability of the program and the benefit of shared resources.");
Glossary[16] = new Array("Jumbo Lamo", "Enlarged laminated score sheet that is used by a client to record month-to-date scores.");
Glossary[17] = new Array("New Hire Kit", "CD and workbook of self-paced training used to onboard new employees.");
Glossary[18] = new Array("Outbound Coaching", "Shopping call made to training graduates that simulates customer inquiry and includes immediate feedback and instruction during the call. These calls are initiated immediately following the initial training session and can be requested by an account manager or the client.");
Glossary[19] = new Array("Post-training Email Shopping", "Sample inquiry emails sent to a client after the initial training install, and used to measure change of behavior(s) in relation to sales and service skill levels.");
Glossary[20] = new Array("Post-training On-site Mystery Shops", "Sample inquiry visits made to a client after the initial training install, and used to measure change of behavior(s) in relation to sales and service skill levels, as well as the entire customer experience.");
Glossary[21] = new Array("Post-training Phone Shopping", "Sample inquiry calls (mystery shop calls) made to a client after the initial training install, and used to measure change of behavior(s) in relation to sales and service skill levels.");
Glossary[22] = new Array("Post-training Voicemail Shopping", "Sample inquiry voicemail left for a client after the initial training install, and used to measure change of behavior(s) in relation to sales and service skill levels.");
Glossary[23] = new Array("Role-plays", "A component of training and coaching that allows participants to practice a real-life customer service scenario with a partner.");
Glossary[24] = new Array("Reinforcement Competition Calls", "Sample inquiry calls made to a client's direct competitors, which are recorded and made available to the client, and used to measure sales and service skill levels.");
Glossary[25] = new Array("Speaking Engagement", "A condensed version of a training session, often delivered by executives, as a one-time event or in support of a complex program.");
Glossary[26] = new Array("On-site Shop Scoring", "Evaluating the sales and service skills delivered during a stay at the property and assigning a number value based on successful completion of established Signature standards.");
Glossary[27] = new Array("Phone Shop Scoring", "Evaluating the sales and service skills delivered over the phone and assigning a number value based on successful completion of established Signature standards.");