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

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