Product Knowledge
E-Learning
Steve Rayson
Partner
www.kineo.com

Working with leading clients...

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

Products Change!

How many Blackberry models
have there been since the 5810
launched in 2002?

Over 60, an average of a new
on every 5 weeks

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

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

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

Product Knowledge
Example 2 Day Prototype

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

Learning Structure & Design
• Engagement
• Product knowledge
• Stories and applications
• Real-life scenarios
• Assessment
• Keep it real and practical

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

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

Resources – You are what you share
www.kineo.com

Thank You
www.kineo.com