Define the outcome of the exercise
The first exercise should show whether a new rep can use the property record responsibly. It does not need a large list, a paid lookup or a live homeowner conversation. Pick an approved saved record that contains enough context to discuss, and explain why that home is part of the exercise.
Set the success condition in plain language: the rep can find the intended home, read its current state, identify uncertainty and explain the next action. That is more useful than asking them to click through every menu without understanding the workflow.
Check access and the record standard
Confirm the rep is in the intended workspace with the role needed for the training task. A Viewer can inspect saved information but should not expect writing controls. A rep who will update records needs the appropriate access from the workspace administrator.
Show the difference between Details and Activity. Details contains the returned property/contact information; Activity carries manually recorded notes, outcomes and follow-up context. Explain your team’s note standard before asking for new entries. Do not create fictional customer activity in a real record merely to demonstrate the controls.
Run a short teach-back
Use this exercise sheet:
| Step | Ask the rep | Look for |
|---|---|---|
| Find | Which home is this? | Correct property and workspace |
| Read | What does the record actually show? | Facts separated from assumptions |
| Interpret | What is current and what changed? | Latest context, not only an old note |
| Prepare | What should happen next? | A specific action or a clear pause |
| Explain | What would another teammate need? | Enough context for a handoff |
For a fictional example, a saved record has an availability question and a scheduled callback. The rep should identify that the answer needs preparation; they should not describe the scheduled callback as a completed conversation.
Increase scope only after the loop is clear
Review the explanation together. If the rep confuses occupancy with interest, a phone status with a homeowner outcome, or a scheduled task with a completed result, use the record to clarify the distinction before assigning more work.
When an authorized real action occurs, have the rep record it accurately and find it again. Recheck the routine after their first independent session. PixelKnock supplies the shared property workspace; coaching establishes how your team makes useful decisions inside it. No worksheet can substitute for feedback on the actual work.