Staff training: guides, videos and quizzes inside the CRM

Why guides belong inside the CRM

A CRM only works if the whole team records the same things the same way: Arrived with payment, a follow-up on a lead, a lost reason. Usually this is taught by word of mouth: a senior admin shows the new hire, a little differently each time. In 95sales, each role has its own guide, tied to the sections that person actually sees, and a quiz checks what they've learned.

Guides by role

95sales guides are written for specific roles, not "everything at once". Inside are step-by-step chapters with CRM screenshots on demo data and a video for each chapter, with voice-over and subtitles: what to click, what to fill in, what to watch out for.

Roles with their own guide:

• sales rep and sales manager;
• owner and CEO, regional manager;
• admissions manager and front desk;
• doctor, care staff, nurse on home sample-collection visits;
• finance and bookkeeping, office and documents;
• location manager, partner (view only), CRM administrator.

There are also shared chapters: sign-in and two-factor authentication, using a phone, tasks and chats, leads, patients, money, reports.

Who sees which guides

Guides open only for an employee who is signed in to the CRM, and only for the menu sections and role they have. A sales rep won't see chapters on payroll, and a nurse won't see ad sources. The owner sees every guide to check what the team is being taught. If an employee hasn't signed in to the CRM for a week, access to the guides closes.

The guides contain only demo screenshots, never your clinic's real data. Which sections an employee sees is set by permissions, as described on the staff access page.

Quizzes after training

A quiz in 95sales is a set of questions on the chapters of a guide, taken from the employee's profile (Quizzes on guides). Each employee sees only quizzes for their own sections.

1. Read the guide or watch the video.
2. Answer the quiz questions.
3. Get a review: for every mistake, what was picked, what's right and why.
4. Pass with 80% correct answers. Retakes are unlimited, and the best score counts.

The server scores the quiz and saves the result to the employee's profile, so nobody can edit it. A manager can send a link that opens the right quiz right after sign-in.

Team training for managers

Team training is a screen for the owner, sales manager, regional manager and finance director: a list of employees showing which quizzes each one passed, with what score and when. Before launching the CRM, you can see who's ready and who needs to go through a chapter again. After CRM updates, a manager can ask the team to retake quizzes for the sections that changed.

How this helps with rollout

When implementing a CRM, the slowest part isn't setup; it's building the team's habits. Guides and quizzes cover that part: front desk, sales reps and nurses learn in parallel, each on their own track, and the manager doesn't spend days explaining the same things. A new hire who joins a month later follows the same path on their own.

It works well with the task planner: the manager gives a new hire the task "go through the guide and pass the quiz by Friday" and sees the result in Team training. For the sales team, training complements sales team control: the quiz checks that people know the rules, and the CRM checks that they follow them.

Who benefits most

• Care homes and hospices: lots of caregivers and nurses, high turnover; every new hire needs a clear guide to the care plan.
• Clinic groups: the same way of working at every location, not "how we've always done it at this branch".
• Rehab centers: sales, admissions and care staff each learn their own part.

How to get started

1. Give employees their roles and sections; these decide which guides they see.
2. Send the team the link to the guides and quizzes.
3. Allow a week for training, or a day before a new hire's first shift.
4. Check Team training and ask anyone below 80% to retake.