Kendra Berner, Sales Manager - Mid-Market, Nooks
In this episode, Kendra Berner, Mid-Market Manager at Nooks, joins EJ Eitel to share how she uses AI to prepare more effectively for coaching sessions — and why the best managers aren't the ones who review the most calls. They're the ones who ask better questions.
Kendra walks through her three-part coaching playbook: how she uses Nooks' global AI assistant to surface high-leverage calls and specific observations before any 1:1, the guiding questions she uses to create aha moments during the session, and why recurring thematic 1:1s compound faster than one-off call reviews. She also covers how to diagnose whether a rep's blocker is a skill gap or a mindset gap — and why getting that wrong is the most common coaching mistake.
Her central thesis: when reps internalize the coaching process and learn to self-diagnose, they stop needing constant hand-holding and start owning their own development. That's the compounding effect at the root of every rep promotion and quota-hitting quarter Kendra's team has produced.
