Business Goal: 

Increase cross-sale/add-on product sales by Client Relationship Managers (CRMs) and Account Managers (AMs) for established clients by at least 20% over the previous year’s sales.

Business Problem:  

This institution’s cross-product/add-on sales are below market average. They need CRMs and AMs to leverage their relationship with clients to add on other financial service products. Feedback from managers indicates these positions do not have the sales training needed to accomplish this goal. 

Audience: 

CRMs and AMs in the Financial Products Division of a prominent national financial services institution (banking, finance, insurance.) Learners are college-educated with some experience establishing and maintaining client relationships. Learners have completed Modules 1-4 of this course. (This Sales Training will be module 5 of 7.)

Solution: 

To reach many learners in multiple locations and provide individual training at flexible times in career development, interactive E-Learning + Job Aids will support the learners as they begin internalizing and implementing the information presented.  Managers will run additional role-play exercises and ensure the use of job aids until the material is fully implemented.

Highlights: 

Multiple interactive slides are chunked with intermittent knowledge checks on core content and a branching scenario is used to model/demonstrate the implementation of the material and the job aid. Custom flashcard and drag & drop interactions are used throughout to aid learning and increase engagement.

ADDIE Process followed:

-Analysis of the business problem, determination that an e-Learning solution fits the business need, audience demographics ascertained.

-Collaboration & Review of content and development of enabling (knowledge-based) and terminal learning objectives that the learner will need to master to complete job tasks created.

-Chunking, material organization, and Design Document (DD) development completed.

-Feedback/Review of DD then creation of the Storyboard finalized.

- Development within Articulate Storyline completed.

-Alpha/Beta/Gold Feedback and review cycles (SAM Model) to develop and refine the module conducted.

 -Implementation & Evaluation- Kirkpatrick's Level 2  assessment  (5 scenario-based questions: 3 multiple choice, 2 custom drag & drop, unlimited attempts, 80%  needed to pass) embedded within the course. Guidance for manager role-play practice and tracking provided. Sales numbers from before and after training to be tracked for Kirkpatrick's Level 3 & 4 Assessment with tasks assigned for 1 month and 1 year post-completion.

Tools: 

Articulate 360, Canva

Business Goal: 

Increase sales of high profit items by all sales staff across a national retail furniture chain. 

Business Problem: 

Only the top 30% of sales staff are hitting sales targets for high-profit items. Managers have identified that most sales staff do not know how to track their sales to take advantage of sales incentive bonuses (SPIFFs.) or how much their pay would increase if they did.

Audience: 

Sales staff with experience in retail sales and knowledge of the company sales process and incentives. Sales staff are diverse in background but all have a high school education and basic math and literacy skills. Some have familiarity with spreadsheet software, while others prefer using paper-pencil-calculator for tracking. 

Solution:

E-Learning course through Articulate Rise will be used with several interactive learning opportunities and a final quiz. Two versions of a sales tracker were created to support both the paper & pencil and technologically-advanced staff. Training for the p&p tracking version will include a video walk-through. An instructor led SPIFF-focused sales training will be conducted by Sales Managers in the weeks following the rollout.

Highlights:  

 Branching scenario included. Custom Sales Trackers in Form or Spreadsheet versions with a video created through Articulate Storyline demonstrating it's use.

Process:

-Analysis of the problem with key stakeholders determined that an e-Learning solution could meet business goals and available resources. 

-Collaboration with SMEs, collection of sales data, and creation of chart breakdowns. Chunking of information into learning blocks to build into the Design of the training.

-  Development of Job Aids and E-Learning module through Articulate Rise with Articulate Storyline segment included.

-Iterative Design phase with Alpha-Beta-Gold phases

-Implementation and Evaluation includes -Kirkpatrick's Level 2 Quiz- 4 questions with a 75% pass required trackable through LMS. Questions are tied to LOs and require learners to calculate SPIFFs for various sales and monthly numbers and identify when milestone numbers have been passed. Pass or Fail results slides will provide feedback/guidance. Learners can retake until they receive 75% pass. Kirkpatrick's Level 3 &4 Assessments: Sales Managers have collected pre-training baseline data on how many of their staff currently track data and SPIFF sales numbers for staff not tracking data. Sales managers will roll out ILT training for SPIFF-focused selling in the weeks following and  collect data 3 months post-training to determine if sales staff are tracking their sales and compare the sales data for SPIFF-able items pre & post-training. 

Tools: 

Articulate Rise, Articulate Storyline,  Canva

Business Goal: 

Increase staff knowledge of new products and packages to improve customer sales experience and grow sales revenue

Business Problem: 

Upscale furniture chain struggles to prepare sales staff to learn about new products and promotions before their arrival on the sales floor, leading to miscommunication, upset customers and lost sales opportunities. They need staff to be able to present the Fall product and packages with expertise to ensure customers are given accurate information and pricing as soon as the product is advertised/arrives. 

Audience: 

Sales staff with experience in retail sales and knowledge of the company sales process and incentives. Sales staff are diverse in background but all have a high school degree and basic math and literacy skills.

Solution: 

E-Learning through Articulate Rise will allow the company to present information across national retail locations with minimal managerial time required. Sales staff can use their work computers and complete training between customers during work hours.

Highlights: 

Flash card style interactivity allows learners to check their knowledge. Additional branding language and preferred language for product descriptors are included throughout. 

Process: 

-Analysis narrowed the scope of learning to key topics for learning objectives.

-Collaboration and review of existing knowledge base and refinement and reduction of LOs defined key skills needed before product launch and creation of DD.

-Development of Articulate Rise Module and feedback/review through Alpha/Beta/Gold iterations was completed.

-Implementation & Evaluation included Kirkpatrick Level 2 evaluation of staff through LMS system with scenario-based Quiz questions aligned to LOs with 80% pass rate required. Follow-up questionnaires were used to determine if this preparation/training was valuable and would be continued for future roll-outs. 

Tools: 

Articulate  Rise, Canva

Storyline Accordion and Tab Interactions

Description: This prototype demos two versions of presenting information interactively through accordion or tab interactions. Audio explains the features of the interaction and explains the type of feedback sought on the prototype review. 

Storyline Branching Scenario

Description: This branching scenario at the end of the course allows the learner to walk through a sales experience with a Client Relationship Manager. Either of two paths will end with the correct experience. The learner can choose to repeat the experience or move on at the end.  

Storyline Multi-Slide Interaction (7 layers + 3 KC slides)

Description: This slide was dense with information on 7 layers and was chunked and broken up by three knowledge checks (KCs) on separate slides. Triggers and variables were used to ensure the learner followed the correct learning path and was only able to have new information revealed after the completion of knowledge checks.  

Storyline Icons, States, and Motion Paths

Description: These two slides give examples of the use of Icons, Object State Changes, and Motion Paths used to enhance the concepts taught through the audio of the course. 

Storyline Click to Reveal Interactions

Description: These two slides show two different types of click-to-reveal interactions