Training Features
Branching Storylines
Gamification
Video Production
Scenario-Driven Learning
Audience Analysis
Train-the-Trainer
The Challenge
Luna Carpet and Flooring, a leading industry provider in installed home improvements and furnishings; contracted ICS to develop a company-wide interactive online training program to onboard new sales staff and curb a disproportionately high turnover rate among junior sales reps. Through in-depth audience analysis and specialized insight from Luna subject matter experts, it was revealed that new sales hires were lacking in areas of key soft skill development that more experienced sales professionals typically honed over time. As a result, inexperienced staff were missing out on potential sales and thus unable to collect commission and less willing to stay on the job long enough to build the necessary skill set to be successful.
ICS developed a core set of training objectives in response to this challenge:
1Provide key soft skills training on fundamental sales techniques (making a good impression, asking questions, presenting, setting expectations, closing, etc.).
2Train new sales staff on techniques for building meaningful client relationships and nurturing that relationship after the sale to facilitate repeat work and referrals.
3Connect abstract soft skills to actual job function and sales success.
4Train experienced sales staff how to mentor and encourage growth of junior sales reps.
The Solution
To capture the critical “human” element of soft skills training, ICS designed and developed a highly engaging series of online courses that presented common sales challenges through a unique blend of interactive elements and professionally acted video scenarios.
These video scenarios followed the day of a junior salesperson making a house call. The scenarios were designed to break down components of a typical sale, while providing useful information, insights and direction to learners. At key moments in the sales scenario, the learner is presented with challenges that they must react to. At these junctures, the learner must draw on what they’ve learned to decide the best path or action to influence the sale in a positive way.
What makes this approach unique are the layers and branching capability of the interactive video scenarios. We did not want learners to practice reciting “canned” responses, rather, our goal was to encourage fundamental soft skill development that would allow them to react effectively to any given situation. As such, we avoided polarizing evaluation that grouped answers as “right” or “wrong”. Instead, the learners were evaluated across a spectrum with varying levels of success.
To engage learners, we also incorporated multiple elements of gamification by enabling the video scenarios to branch in different directions based on how the sales rep was responding to challenges. If the learner was effectively handling the scenario challenges, they would gain the trust of the prospect and win the sale. If, on the other hand, the learner was struggling with the sales challenges, they would eventually loose the sale all together. After each challenge, the learner would be given specific feedback reviewing what they got right and where they could improve. In addition, an entirely separate interactive course was designed to equip senior sales reps with the ability to effectively mentor younger sales reps and help guide them in an informal learning environment to augment the required onboard training.
