Time Warner Cable Retail Store Training
Sales training for telecom retail stores
When TWC opened newly designed retail stores, I was tasked with developing the training for the in-store sales reps. The approach was balanced between performance support materials and self-guided eLearnings.
For performance support, I created checklists the sales reps could use on a daily basis to ensure they were correctly moving through the sales process with customers. The supervisors could also use them in conjunction with a scoring rubric to evaluate the sales reps’ interactions.
For the eLearnings, I wanted to re-create an authentic in-store experience for the learners, so I developed a series of animated scenarios and instructional videos. I animated sales conversations between sales reps and customers using 3D animation software (CodeBaby). I also wrote scripts and storyboards for a series of videos that we then shot on location in one of the pilot retail stores. I then incorporated the animated scenarios and videos into the eLearning courses. Learners would watch the scenarios during each course and answer questions on how a rep should best proceed with a sales conversation.
Unfortunately, the videos and eLearning courses cannot be shared.
What I Did
- Designed performance support checklists and evaluation tools
- Created scripts and storyboards for instructional videos
- Animated sales scenarios
- Designed and developed series of eLearning courses