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.
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.