Module 8: Sales Training Flashcards
training
The act of increasing the knowledge and skill of an employee for doing a particular job
Sales effectiveness
The ability of a sales force to close deals on the best terms for the company
professional development
Process of improving and increasing capabilities of staff through access to education and training opportunities
Organizational assessment
An assessment that determines the skills, knowledge, and abilities a company needs to meet its strategic objectives
Occupational (task) assessment
An assessment that looks at the specific tasks, skills, knowledge, and abilities required to do jobs within the organization
Individual assessment
Individual assessment
An assessment that looks at the performance of an individual employee and determines the training for that individual
learning objectives
A specific result set for the learner to be able to do, explain, or demonstrate at the end of the training period
On-the-job training
A type of training that takes place in a normal working situation
Off-the-job training
A type of training that takes place away from normal work situations
Observations
The work behavior of the trainees is observed before, during, and after the training. The trained observer observes and records the behavior of the trainees. The evaluation would consider communication and speaking, presentation skills, time management and productivity, customer service, negotiation, creativity, and critical thinking (for example, a salesperson giving a product demonstration after product training).
Questionnaire
A questionnaire consists of some questions in the form of multiple choices or rating scales that would be given to both the trainer and learner. In some cases, this would also be given to the supervisors in order to evaluate the effectiveness of training regarding the learner.
Interview
Interviews can either be structured or unstructured. Structured interviews consist of predetermined questions, whereas unstructured questions start with basic questions and would go on depending on the interviewer in response of the learner. Though interviews can be time consuming, it gives the exact mind map of what the learner thinks. At times interviews can also be done in groups of 5 to 12 people to obtain qualitative information.
Two types of Evaluations
Formative and summative
Formative evaluations
Formative evaluations involve the training program that is being evaluated. It looks at whether the training program served its purpose and finds ways to improve it, even though it may have been effective.
Summative evaluations
Summative evaluations discover which participants achieved the learning objectives. This evaluation helps determine which participants need further training and whether or not the training program needs further improvement. For example, sales managers can determine whether training participants have achieved the learning objectives by shadowing sales calls and observing interactions with customers.
The Kirkpatrick model
The Kirkpatrick model is one of the methods used to measure training effectiveness. This method is widely accepted and followed by many organizations.
Kirkpatrick’s Training Evaluation Model consists of four levels as follows:
- Reaction—How did the participants react to the training program?
- Learning—To what extent did participants improve knowledge and skills?
- Behavior—Did behavior change as a result of the training?
- Results—What benefits to the organization resulted from the training?
Return on investment (ROI) methodology: composed of 5 key elements
Level 1: Reaction and planned action Level 2: Learning Level 3: Application and implementation Level 4: Business impact Level 5: Return on investment
The organizational socialization model
It is the process of moving the employee through the adjustment stage to the desired outcome. It has five components.
The five components to the organizational socialization model
- New employee characteristics
- New employee tactics
- Organizational efforts
- Adjustment
- Outcomes
Organizational Socialization Model
goals of an orientation
Reduce start-up costs Reduce anxiety Reduce employee turnover Save time for the supervisor and coworkers Set expectations and attitudes
mentors
A trusted, experienced advisor who has direct investment in the development of an employee
Career Development Planning Process
Product training
This training focuses on educating the sales force on the features and benefits of the product being offered
Industry training
This is sales force training related to a specific industry
Technical or technology training
A type of training meant to teach the new employee the technological aspects of the job
point-of-sale (POS) system
A system that enables the business transaction between the client and the company to be completed
Team training
A type of training to develop cohesiveness among team members, allowing them to get to know each other and facilitate relationship building
Selling skills training
A type of training focused on the proficiencies needed to actually perform the sales job
Power (soft) skills training
A training type that develops personality traits, social etiquette, communication, and personal behaviors that are used to form relationships with other people
Professional training
A type of training required to be up to date in one’s own professional field
legal training
A type of training required to be up to date with legal requirements
On-the-Job coaching training delivery
A training delivery that utilizes an approved person training an employee on the skills necessary to complete tasks
Mentoring and coaching training delivery
A training delivery that utilizes an approved person training an employee on the skills necessary to complete tasks
Web-based training delivery
A training delivery which involves the use of technology to facilitate training
synchronous learning
Instructor-led learning
Asynchronous learning
Self-directed learning with no instructor
programmed instruction
An online, self-paced, and highly structured training method that presents trainees with concepts and problems using a modular format
learning management systems (LMS)
A software application for the administration, documentation, tracking, reporting, and delivery of educational courses, training programs, or learning and development programs
Brown bag lunch training delivery
A training delivery meant to create an informal atmosphere in which the training occurs during lunchtime, employees bring their food, and someone presents training information to them
Job shadowing training delivery
A training delivery method that places an employee who already has the skills with another employee who wants to develop those skills
In-class training delivery
A method for training performed in conference rooms, lecture rooms, and classrooms
just-in-time learning approach
Learning or training approach where learning is available on-demand and can be accessed when the learner needs it
