Sales Coach is only as strong as the documents you provide and how your lead owners use it. The practices below cover both sides — keeping your knowledge base sharp and training your team to prompt effectively.
1. Monitor conversations regularly
Review what lead owners are asking and how Sales Coach is responding. This is the fastest way to spot gaps in your knowledge base.
Click Frannie next to your profile icon.
Select Agent Settings, then View Conversations.
Export conversations to Excel and filter for:
Responses containing "I don't know" — these point to missing documents.
Thumbs down feedback — these signal answers that missed the mark.
Use this data to identify topics that need better coverage and update your documents accordingly.
2. Keep your knowledge base lean and current
Remove obsolete files — outdated playbooks, old pricing, superseded scripts.
Consolidate duplicates into one authoritative document per topic.
Keep your Hub library comprehensive, but keep what's loaded into Sales Coach focused and relevant.
3. Upload the right types of documents
Sales Coach performs best with structured, detailed sales content. The most impactful document types are:
Category | Examples |
|---|---|
Franchise Development Materials | FDD sections you can legally expose, startup costs, territory structure, prospect qualification guidelines, ideal buyer personas and disqualifiers |
Brand & Messaging | Messaging guides, differentiators vs. competitors, approved talking points and brochures |
Sales Playbooks | Engagement scripts, follow-up cadences, call scripts (inquiry, discovery, FDD call, territory review, Discovery Day prep), objection handling frameworks |
Compliance & Legal Boundaries | FTC compliance guidance, approved language, prohibited claims |
Success Stories | Owner testimonials, multi-unit growth examples |
4. Add a glossary or support routing document
If some content lives outside FranConnect, upload a routing file that includes links to external systems, department contacts, and escalation paths. Review it monthly so it stays current.
5. Train lead owners to prompt with context
Sales Coach performs significantly better when lead owners include relevant context in their prompts. Teach them to always specify:
Lead stage — Inquiry, Qualification, FDD Review, etc.
Lead type — first-time owner, investor, semi-absentee, etc.
Current objection or concern
Summary of prior conversation
| Example |
|---|---|
❌ Weak prompt | "Give me a follow-up email." |
✓ Strong prompt | "Candidate is a first-time owner. We completed a discovery call yesterday. Their concern is lack of tax experience. Draft a follow-up email acknowledging that and guiding them to FDD review." |
6. Encourage pre-call preparation
Lead owners should open Sales Coach before every call to:
Role-play objections specific to the lead's persona
Generate customized scripts or talking points
Build qualification questions
Summarize the last touchpoint and define next steps
7. Use it for compliance checks
When a rep is unsure what they can say, Sales Coach should be their first stop — before the call, not after. It helps with rephrasing risky statements, FTC-compliant language, and avoiding earnings or territory overpromises.
8. Tailor prompts by persona
Sales Coach can adjust messaging for different buyer types. Train lead owners to specify the persona — first-time franchisee, career-switching professional, multi-unit operator, semi-absentee investor — so responses are immediately relevant.
9. Use it for difficult conversation practice
Lead owners can use Sales Coach to role-play challenging scenarios before they happen: lead ghosting, budget mismatch, competitor comparisons, hesitant spouse objections, Discovery Day no-show risk. This builds confidence and consistency across the team.
10. Review and refresh Getting Started Questions monthly
Getting Started Questions are the first thing lead owners see when they open Sales Coach. They set expectations for what the agent can do and directly influence whether users engage with it or ignore it.
Review them monthly and update them to reflect:
Current funnel priorities — if Discovery Day conversions are a focus, add a question around that.
Recurring topics from conversation exports — if lead owners keep asking the same thing, make it a Getting Started Question.
Seasonal sales priorities or new campaigns — update questions to match what your team is working on right now.