Product Knowledge E-Learning

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Product Knowledge E-Learning

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Product Knowledge E-Learning

  1. 1. Product Knowledge E-Learning Steve Rayson Partner www.kineo.com
  2. 2. Working with leading clients...
  3. 3. Product Knowledge E-Learning • Required in 3 weeks or less • Short, focused e-learning modules: 10-20 mins • Busy learners • Frequent updates • Rate of change increasing
  4. 4. Products Change!
  5. 5. How many Blackberry models have there been since the 5810 launched in 2002?
  6. 6. Over 60, an average of a new on every 5 weeks
  7. 7. Key Challenges • Keeping pace with change • Turnover of staff • Reaching the staff that need to know • Fitting in training with their job • Keeping delivery costs low • Engaging the learner • Updating content
  8. 8. More than Information Knowing about a product’s features is not the same as... •Understanding key benefits •Being able to deal with customer queries •Closing a sale
  9. 9. Design Issues – Example Sales Agents • Recognise a problem and provide a solution • Focus on questioning, listening and understanding • Recall key product information and explain • Operate independent of job aids • Keep focused in a busy, noisy environment
  10. 10. Product Knowledge Example 2 Day Prototype
  11. 11. Maintenance & Updating • The fundamental aspect of any Product Knowledge e-learning • Should be quick and easy with no technical skills – Text – Images • Use old fashioned XML • Allows fast updating • No authoring tool required • Let’s change the demo we just saw
  12. 12. Learning Structure & Design • Engagement • Product knowledge • Stories and applications • Real-life scenarios • Assessment • Keep it real and practical
  13. 13. Importance of Scenarios • Focus on the sales situation • Simulate real-life scenarios that the learner recognises • Virtual customer will make judgements about learner’s ability to convey the benefits and handle objections • Integrate good practice in selling skills into the scenarios
  14. 14. Fast Prototypes • Are fun! • Shorten the process – includes art direction, design ideas, navigation, level of interaction, etc • Helps people talk more constructively • Leads to more creative designs • Everyone has a view on a prototype, can test with learners
  15. 15. Resources – You are what you share www.kineo.com
  16. 16. Thank You www.kineo.com

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