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Documente Cultură
Guide
PJ Enterprises
NEW PRODUCT
TRAINING 2.0
2014 M7 Training Solutions. All Rights Reserved.
Table of Contents
Facilitator
Information
iii
How to Use This Guide ................................................................... iii
Course Overview ............................................................................ iii
Prerequisites .................................................................................. iv
Ongoing Facilitation ...................................................................... iv
General Facilitation Tips ................................................................ iv
Preparation Checklists .................................................................... v
Course Timeline ............................................................................ vii
Facilitators Script Introduction ...................................................... viii
Lesson
0:
Course
Introduction
2
Welcome ........................................................................................ 2
Introductions ................................................................................... 2
Ice Breaker Activity .......................................................................... 3
Course Objectives ........................................................................... 4
Course Materials .............................................................................. 4
Lesson
2:
Loftonaire
Collection
5
Collection Introduction .................................................................... 5
Product Overviews and Demonstrations ........................................ 6
Key Product Features and Benefits Discussion .............................. 7
Identify Specific Product Feature, Benefit or Name Activity ...... 11
Answering Customer Product Questions Activity ...................... 16
Appendices
20
Product Guide ............................................................................... 20
Table of Contents
Page i
Facilitator Information
Course
Overview
The purpose of the New Product Training 2.0 course is to educate Telephone
Operators and Customer Service Supervisors on new product information for items
introduced in the quarterly catalog.
By the end of this course, learners will be able to answer customer product questions
about new catalog products by:
Learners will also be able to sell or cross sell new catalog products by:
This course will be presented using PowerPoint slides and physical product samples.
Learners will have a Participant Guide that will provide the course outline, content, and
directions for activities. At the end of the training, learners will be given a quiz and
perform a role-play activity as an end of training assessment.
Table of Contents
Page iii
Note: This course is not designed to teach all attributes of the new products, as that
information will be made available in the Product Knowledge Information Guide (PDF).
Rather, this course is meant to enable learners to have awareness and basic
knowledge of the new products.
Prerequisites
As the facilitator of the New Product 2.0 training, you should be familiar with the
features and benefits of the new product collections that will presented in this training.
In addition, this course has been designed with the understanding that the Telephone
Operators and Customer Service Supervisors have been fully trained on how to use
the searchable Product Information Guide (PDF) to look up product information. As
such, this course does not teach how to use the Product Information Guide.
Ongoing
Facilitation
This training course will be delivered to Telephone Operators and Customer Service
Supervisors each quarter, when the new catalog products have been determined. The
overall structure of this guide and the training content will remain the same each
quarter. However, because there will be new catalog products introduced each
quarter, the training content (slides and assessments included) will need to be updated
with the new product information for proper facilitation.
Page iv
Facilitator Information
Preparation
Checklists
MATERIALS
NEEDED
Computer with cord
Projection Screen
Pens/Pencils
Flipchart/Markers
Attendance list
Blanket/Blindfolds
TASK
LISTS
One Week Before Training
Ensure that new catalog products have been delivered
Review Facilitation Guide
Reserve training room
Send reminder to training participants, include training time and location
Review PowerPoint slides using the facilitator script
Day Before Training
Set up and test computer, PowerPoint slides, projector, remote slide advancer
Set up projection screen
Set up seating arrangements
Copy Participant Guides (1 for each learner)
Ensure that there is a backup of PowerPoint
Gather pens, flipchart, markers, attendance list, certificates of completion
Set up new catalog products on table by collection
Day of Training
Arrive at least 1 hour before the training
Test computer, PowerPoint slides, projector, remote slide advancer
Place Participant Guides at learner seats
Open PowerPoint to slide 1
Page v
Facilitator Information
Course
Timeline
This course should take approximately 8 hours. Following is an overview of the course
timeline containing the approximate minutes for each lesson. You can use this timeline
as a guideline for planning your time on course training day. There is space for you to
write in actual times to help you stay on track, including breaks and lunch.
Lesson
Minutes
Start Time
End Time
Course Introduction
30
____ : ____
____ : ____
20
____ : ____
____ : ____
60
____ : ____
____ : ____
Break
15
____ : ____
____ : ____
60
____ : ____
____ : ____
60
____ : ____
____ : ____
Lunch
60
____ : ____
____ : ____
60
____ : ____
____ : ____
Break
15
____ : ____
____ : ____
60
____ : ____
____ : ____
Course Summary
40
____ : ____
____ : ____
Page vi
8.0
Hours
Facilitator Information
Here is some key information that will help you navigate the facilitators script:
PAGE
DESIGN
The facilitator script is broken down by the training lessons. The pages are divided into
three (3) columns. The first column indicates the facilitator talking points for the
PowerPoint slides, group discussion, and activity directions. The middle column
contains icons (described below) to allow for easy identification of the lesson activities.
The last column exhibits the PowerPoint slides.
ICONS
USED
There are several icons used within the script to indicate certain points of the training.
The icons used and their meanings are:
Lecture
Introductions
Objectives
Students Questions
Class Discussion
Flip Chart
Small Group
Discussion
INSTRUCTIONS
Detailed instructions regarding key lecture points, facilitating discussions, or how to
conduct learner activities will appear in the left column. Specific facilitator actions are
indicated by the text in bold.
TIMING
The estimated times required for the overall lessons are included at the beginning of
each lesson. The estimated times for the sub-lessons are included in the first column
on the left.
Page vii
Facilitator Information
1 minute
Welcome learners to the New
Product Training 2.0 class.
Provide high-level overview:
Training will introduce the new
products featured in the
Summer 2015 catalog
5 minutes
Introduce yourself- provide
name, position, and tenure with
company. Ask each learner to
state their name, position, and
tenure with company.
Page 2
Welcome
Introductions
1 minute
Explain difference between a
feature and a benefit:
Feature- A prominent or
distinctive part, quality, or
characteristic
Definitions
10 minutes
Inform learners that you will be
passing around a new product
that will be introduced in the
upcoming catalog and you
would like them to identify the
key features and benefits of the
product however, they will be
blindfolded.
Instruct learners to put on
provided blindfold and pass
around item. Encourage
learners to announce key
benefits and features out loud.
Sympathize that it is difficult to
know what the features and
benefits of an unknown product
are when blindfolded.
State that that is why we are
here today, to prevent the
learners from going into their
jobs blindly. Our goal is to arm
them with the new product
information necessary to be
effective in their roles.
Page 3
Icebreaker Activity
2 minutes
Inform learners that by the end
of this course, they will be able
to answer customer product
questions about new catalog
products by:
Course Objectives
Distinguishing
between a product
feature and a product
benefit
Identifying key
features and benefits
of a collection
Identifying key
features and benefits
of specific products
Learners will also be able to
sell or cross sell new catalog
products by:
Page 4
Distinguishing
between the concept
of up selling and cross
selling
Identifying up selling
and cross selling
strategies
Matching products to
intended audience
Identifying
opportunities for up
selling and cross
selling
1 minute
Course Materials
Page 5
Introduction
1 minute
Overview
Page 7
1 minute
Tell the learners the objective
of the lesson: given example
products within Loftonaire
collection, learner will identify
similar key features and
benefits of the collection
Lesson Objective
7 minutes
Brainstorm Activity
Page 8
L2.2
L2.3:
Product
Features
and
Benefits
1 minute
Introduction
Dis$nguishing)between)products)
in)the)Lo4onaire)Collec$on))
What)makes)each)product)unique?)
Page 9
2 minutes
Page 10
2 minutes
Page 11
2 minutes
4 minutes
Ask students to get out their
product guides. Have them
highlight and make notes about
the key product features that
they learned about in this
lesson.
Page 12
Page 13
30 seconds
Activity Introduction
Lo#onaire)Collec-on)
L"2.4:"ROLE*PLAY"ACTIVITY:"
Lo3onaire"Collec;on"Product"
Ques;ons"
"
Following(this(ac.vity,(you(will(be(able(to(do(the(following:((
(
Given(a(product(name,(you(will(iden.fy(product(
features(and(benets(
Given(a(product(descrip.on,(you(will(iden.fy(the(
product(name((
1"
Blanket to obscure
product samples
Learner Needs
Participant Guide
Learning Partner
Preparation
Page 14
30 seconds
Introduce activity instructions.
Enthusiastically introduce the
role-play activity to learners.
Touch on the following prior to
beginning the exercise:
Page 15
Activity Instructions
Lo#onaire)Collec-on)
Role%Play)Instruc1ons)
Choose)a)partner)
Go)to)Sec1on)L)2.4)in)your)Par1cipant)Guide)
Appendix)
Decide)who)will)act)as)the)telephone)operator)
and)who)will)act)as)the)customer)rst)
Customer)will)read)the)provided)ques1on)
prompts)to)the)telephone)operator)
Telephone)operator)will)provide)answers)to)
customer)ques1ons)
2)
1 minute
Define general activity rules.
Page 16
Activity Rules
Lo#onaire)Collec-on)
Ac#vity(Ground(Rules(
Each(person(must(act(as(the(telephone(operator(
at(least(once.((
You(and(your(partner(can(choose(whether(you(
want(to(alternate(roles(every(ques#on(or(if(you(
would(prefer(to(s#ck(to(a(role(for(a(series(of(
ques#ons.((
Physical(product(samples(will(be(hidden(during(
the(ac#vity(
Dura#on:(5(minutes(with(open(discussion(to(
follow(
Listen(for(the(facilitator(to(end(the(ac#vity(
3(
30 seconds
Define telephone operator
activity rules.
Page 17
Ac#vity(Ground(Rules:((
Telephone(Operator(
Lo#onaire)Collec-on)
Try(your(best(to(answer(the(customer(ques#ons(
without(referencing(the(answers(in(your(
par#cipant(guide.(
You(can(reference(the(Product(Guide(Appendix,(if(
needed(
Put(on(your(ac#ng(hat!(Embrace(your(telephone(
operator(personna(as(much(as(possible(
Use(PJ(Enterprises(customer(service(e#queHe(
standards(
4(
30 seconds
Define customer activity rules.
Page 18
Ac#vity(Ground(Rules:(
Customer(
Lo#onaire)Collec-on)
Get(in(the(role!(Channel(your(inner(customer(
Read(the(ques#ons(as(wri;en(in(your(
par#cipant(guide(
Provide(answers(and(construc#ve(feedback(
following(each(prompt(and(at(the(end(of(the(
ac#vity(
5(
5 minutes
Implement the activity.
Be Available for questions.
Question Prompts:
1. My sister told me all
about this great new
Loftonaire product of
yours and Id like to
order one. Its a long,
weather-resistant
cushion with a blue front
and striped back. Can
you tell me what product
this is?
Activity Implementation
Lo#onaire)Collec-on)
Ac#vity(Ground(Rules(
Each(person(must(act(as(the(telephone(operator(
at(least(once.((
You(and(your(partner(can(choose(whether(you(
want(to(alternate(roles(every(ques#on(or(if(you(
would(prefer(to(s#ck(to(a(role(for(a(series(of(
ques#ons.((
Physical(product(samples(will(be(hidden(during(
the(ac#vity(
Dura#on:(5(minutes(with(open(discussion(to(
follow(
Listen(for(the(facilitator(to(end(the(ac#vity(
3(
A: Settee Cushion
2.
Page 19
(CONTINUED ON NEXT
(CONTINUED FROM
PREVIOUS PAGE)
3. Your new Loftonaire
mum rug is gorgeous!
Can you tell me if I
can use this rug on
my outdoor patio?
A: Yes, the mum rug
is indoor/outdoor as
the fabric has been
treated for UV
protection
Ac#vity(Ground(Rules(
Each(person(must(act(as(the(telephone(operator(
at(least(once.((
You(and(your(partner(can(choose(whether(you(
want(to(alternate(roles(every(ques#on(or(if(you(
would(prefer(to(s#ck(to(a(role(for(a(series(of(
ques#ons.((
Physical(product(samples(will(be(hidden(during(
the(ac#vity(
Dura#on:(5(minutes(with(open(discussion(to(
follow(
Listen(for(the(facilitator(to(end(the(ac#vity(
4. Im thinking about
ordering some new
curtains from the
Loftonaire Collection,
but Im on the fence.
What can you tell me
about them?
3(
A: Great choice! We
offer two summerinspired patterns:
blue-green stripes and
blue-green floral. The
fabric is treated for
colorfastness UVtreated for weather
resistance. Both
options come with
rust-resistant, easy-toinstall grommets. We
offer two sizes, 50 W
x either 84 or 96 L
and they are spot
clean only.
5. I want that new
square striped pillow.
Whats it called?
A: Loftonaire Pillow
6. What material are the
Loftonaire striped
curtains?
Page 20
A: Polyester, unlined,
grommet construction
2 minutes
Close the activity.
Activity Reflection
Lo#onaire)Collec-on)
Ac#vity(Reec#on(
What(was(your(favorite(part(about(this(
ac#vity?(
What(was(the(biggest(challenge(you(
encountered?(
Do(you(feel(condent(answering(customer(
ques#ons(regarding(the(LoAonaire(Collec#on?(
6(
Page 21
L2.5:
GROUP
COMPETITION
ACTIVITY
Loftonaire
Collection
Product
Questions
1 minute
Activity Introduction
Lo#onaire)Collec-on)
L"2.5:"GROUP"COMPETITION"
ACTIVITY:"Lo6onaire"Collec>on"
Product"Ques>ons"
"
Following(this(ac.vity,(you(will(be(able(to(do(the(following:((
(
Given(a(customer(ques.on(about(a(new(product,(you(
will(answer(the(ques.on(accurately(within(1(minute.((
7"
Given a customer
question about a new
product, the telephone
operator will answer
the question
accurately within 1
minute.
Blanket to obscure
product samples
Activity question
prompts (located
below)
White board & marker
Candy bar prizes
Participant Guide
Assigned Team
Buzzers
Learner Needs
Preparation
Page 22
Ensure product
samples are returned
and hidden from view.
Learners should rely
on their memories and
participant guide, if
necessary
1 minute
Introduce activity instructions.
Page 23
Activity Instructions
Lo#onaire)Collec-on)
Compe&&on(Instruc&ons(
I(will(choose(your(teams(
Go(to(Sec&on(L(2.5(in(your(Par&cipant(Guide(
Appendix(
Decide(on(a(team(name(
I(will(ask(you(a(series(of(ques&ons(regarding(
the(LoDonaire(Product(Collec&on.(Your(team(
will(compete(to(provide(the(correct(answer(
rst.(
8(
1 minute
Activity Rules
Lo#onaire)Collec-on)
Page 24
Compe&&on(Ground(Rules(
I(will(read(a(ques&on.(The(rst(team(to(buzz(the(
provided(buzzer(will(have(the(opportunity(to(answer(
Each(correct(answer(is(one(point(
If(the(team(answers(incorrectly,(the(compe&&on(
con&nues((any(other(team(can(try(to(answer(
The(team(with(the(most(points(at(the(end(wins(
You(may(NOT(use(your(par&cipant(guides(
Physical(product(examples(remain(hidden(
Fabulous(prizes(will(be(awarded(to(the(winning(team!((
9(
5 minutes
Implement the activity.
Read the following questions:
Q: What is the name of the
only Loftonaire product NOT
made of polyester?
A: Mum Rug
Q: What type of cleaning
method applies to all
products in the Loftonaire
Collection?
A: Spot Cleaning
Activity Implementation
Lo#onaire)Collec-on)
Compe&&on(Ground(Rules(
I(will(read(a(ques&on.(The(rst(team(to(buzz(the(
provided(buzzer(will(have(the(opportunity(to(answer(
Each(correct(answer(is(one(point(
If(the(team(answers(incorrectly,(the(compe&&on(
con&nues((any(other(team(can(try(to(answer(
The(team(with(the(most(points(at(the(end(wins(
You(may(NOT(use(your(par&cipant(guides(
Physical(product(examples(remain(hidden(
Fabulous(prizes(will(be(awarded(to(the(winning(team!((
9(
Page 25
(CONTINUED FROM
PREVIOUS PAGE)
Q: A customer wants a
rectangle pillow in the
Loftonaire collection. Which
pillow do you recommend?
A: Lumbar pillow
Q: Describe a benefit of
weather resistance.
A: Can use product indoors or
outdoors, will maintain
color/form through variable
weather conditions
Compe&&on(Ground(Rules(
I(will(read(a(ques&on.(The(rst(team(to(buzz(the(
provided(buzzer(will(have(the(opportunity(to(answer(
Each(correct(answer(is(one(point(
If(the(team(answers(incorrectly,(the(compe&&on(
con&nues((any(other(team(can(try(to(answer(
The(team(with(the(most(points(at(the(end(wins(
You(may(NOT(use(your(par&cipant(guides(
Physical(product(examples(remain(hidden(
Fabulous(prizes(will(be(awarded(to(the(winning(team!((
9(
Page 26
2 minutes
Activity Reflection
Lo#onaire)Collec-on)
Ac#vity(Reec#on(
What(was(your(favorite(part(about(this(
compe##on(ac#vity?(
Do(you(now(feel(condent(that(you(could(
accurately(answer(a(live(customer(ques#on(
about(the(Lo@onaire(Collec#on(in(under(1(
minute?(
10(
Page 27