This plan allowed me to get more personal in setting up comfortability within my training. It set expectations and goals.

1. DIFFERENTIATED INSTRUCTION 1
Differentiated Instruction
Emma Avila
AET 525
February 10, 2014
Devin Andrews

2. DIFFERENTIATED INSTRUCTION 2
Differentiated Instruction
Introduction
The ability to teach is one that many want to tackle. Some however find the task to hard
of a challenge. Below I will describe a training plan. I will discuss different strategies to use or
how once can be varied to teach the objective and varying the end to demonstrate mastery of the
content. Finally I will discuss the potential of changing the environment to accommodate varied
learning styles.
Content to be Learned
Many companies are training employees to focus more on the needs of the clients while
meeting the required sales quotas. How do we teach this skill without sounding too much like a
salesman? Nobody likes a salesperson therefore my company, Company X, will train all
employees to avoid the sales tactics and focus on the individual rather than the “customer
number.” Company X works in finance and they offer daily finance needs such as checking,
savings, IRA’s, CD’s, and other daily needs. Company X also offers investment options,
mortgages, and loans. Teaching employees to connect with their customers on levels that
welcome them as individuals. Company X has many acronyms and tip sheets to help employees
do just that. Identifying the needs of the customers is important but the most imperative is
building a long lasting relationship with the customer.
Varying or Altering Instructional Strategies
Company X visited many competitors and noticed that they all had one thing in common.
They are focused on closing the sale instead of connecting with the customers. The first
recommendation Company X will focus on is alternative ways to stand out from their
competition to make a difference in the community but most importantly a strong relationship on

3. DIFFERENTIATED INSTRUCTION 3
a one-on-one basis. One way to connect with customers is to listen actively to what the client is
describing. Many times the customer comes in asking for what they feel they understand they
need but after listening the representative notices that what the customer is describing is another.
Instead of throwing out products on the first item is given by the customer, the representative
should take notes while the customer speaks. Meanwhile, the representative should continue to
ask questions to understand the true needs of the customer. Many times the customer will open
up more than they thought they would. Many notes will be taken during this time but the
representative should hold off recommending any products. The most important thing is to give
the customer the one thing that they came in for while noting other needs discovered during the
probing phase. Probing is a jargon that should only be used by employees and never to be said
during the connecting phase with the consumer. The representative must remember that the final
product is not the only need. Company X wants to ensure that the customer thinks of their
representative first when a financial need comes to mind. The second way is to introduce the
customer to partners within the branch to help meet the customer’s needs. Creating a strong team
for the customer will demonstrate that Company X is committed to the customer’s needs to
succeed in finance.
Mastery of Content
Mastering the content is very important. Therefore Company X spends time with each of
their representatives during this training course to ensure that the company’s Vision Statement is
met. The dream of the company is one that is described to each representative and it is one that
each representative will embrace to share with the company. The company’s training will consist
of role-playing among the representatives to obtain a better understanding on how to connect
with the clients. Training scenarios are handed out to each team of two. Each member will ask

4. DIFFERENTIATED INSTRUCTION 4
questions, take notes, and actively listen to the other, as if the representative were a client. Once
the first representative takes a turn they will trade places with the second scenario. After each
member has taken a turn they will discuss the observations taken and share how or what they
missed if anything. The key during this process is to make notations on how a customer might
feel if the representative pushes a product too much versus listening to the needs they initially
came in for.
Accommodating Varying Learning Styles
The learning styles of each representative will vary as many will want to focus on the
“sale,” after all the quotas still need to be made. Reaching out to the representative’s personal
needs is also highlighted. Helping the representative understand that Company X knows that this
is a hard process for them after pounding that the sale is the most important. Explaining that
helping the customer connect with them will bring more rewards than just the first sale. Any
person that feels cared for always connects with those who care for their personal needs. Once
the connection is made the customer will continue to trust the representative’s expertise in the
business. The training offered by Company X through their products added with the training of
individual customer needs to the representative is crucial for growth. It has been seen many times
that great sales people get better when the combination is merged together properly.
The environment of the training is completed in a separate training class. The training
class is located far from their individual branches and away from their co-workers in the branch.
The representatives are also placed in a class in which others share the same specialties. For
instance those who work with small businesses will be paired with others that do the same.
Those who work with investment clients will also be paired with others that do the same. The

5. DIFFERENTIATED INSTRUCTION 5
main reason for this is to have them share similar experiences among each other. Similarities
between representatives are a form of inclusions that all trainees need to feel.
Conclusion
In conclusion, the training delivered by Company X is one that is held with the upmost
respect. Company X knows that they are only as strong as their representatives are. Keeping
them properly trained is crucial to stand out from the competition. Understanding the ability to
tackle a challenge is one that Company X is aware of and one that it won’t take lightly. Above is
a training plan that will ensure success within the financial world. The described training plan is
also one that many companies have caught onto and that many companies know is of extreme
value. The different strategies to use or how once can be varied to teach the objective and
varying the end to demonstrate mastery of the content. Finally the discussion of the potential
change of the environment to accommodate varied learning styles is also understood and met.
Representatives must feel included within the company’s vision plan to be able to let it shine
while speaking to the customers.