Your sales forces went through this really intense sales training, but when the rubber meets the road and they are in the field, there are many questions product sales or other business aspect. As part of sales forces effectiveness and performance support, your subject matter experts have to answer those questions. This is where sales force automation support comes into play.

There has to be an effective way to handle those queries, without burdening your subject matter experts / trainers, which then leads to a more smoother sales process. Also there is huge value in analyzing the root cause of these queries.

At times, these queries have its origin in the sales training process (ILT or LMS eLearnings). Consequently, these queries can be due to changing dynamics of the industry. Newer regulation recently enforced, recent changes in product which happened post training. Hence, it needs a knowledge update.

Having worked with a large number of organization to solve the training and performance support problem. More specifically, there is on large UK based insurance company, with a huge fleet on street, the process of engaging with them inspired us to look closely at this query management problem.

Depending on how an organization does query management determines what knowledge management “era” your organization lies in. The more advanced the era, smoother is the flow.

1 Stone Age Era : Uses Emails / Phones as support channel

These organizations are marked with exhausted subject matter experts / trainers. They battle between managing daily work and managing incoming query over email /phone. Most of the queries are FAQ, which leads to repeated work.

Since all the queries land into emails it becomes a search hell and it quickly leads to situations where the complain like “SME is not responding back to us in time” start to emerge.

Moreover, responding over phone call is even worse given the contact time of such calls, as it has its upper limit.

Typically, there are very less upsides to being in this state.

2 Medieval Era : Has Query Management System (QMS)

Organization now has query management system, that makes it easy to manage the incoming queries.

Sales agents ask a query using their computer / mobile, this query is logged into the QMS system. This allows proper load balancing to happens for the subject matter expert (SME), as it allows any available SME to work on the queries as required.

SME is able to answer the query more effectively, sometimes by copying curated response of  frequently asked question.

Organization analyzes Koop Air Max verkoop the kind of queries that are being received, and can run analysis to find out gaps in training or avenues for new trainings. Sales force performance can act as a catalyst in these scenarios.

However there is still a lot of manual analytics involved in finding out gaps in trainings / newer training needs.

3 Modern Era : Connected QMS and LMS

Organization has realized that there is a huge potential if the query management system (QMS) and Learning Management System (LMS) talks to each other. It’s a great marriage with huge upsides.

Accordingly, LMS training does not remain a one time activity, but starts to be a tool for performance support. The sooner a query lands into the QMS, due to the integration with LMS, relevant training and materials starts to get listed. Now SME refers to part of the existing training as they respond to a query.

SME is able to easily prepare a FAQ and push into the LMS system.

The best part is that at anytime, courses can be graded basis the its effectiveness in preparing the fleet on street. Sales force performance provides several measures to upbeat your fleet of sales rep.

4 Post Modern Era : AI Bot based responses, prescriptive course assignment on LMS

Here Organization have AI bots that provide direct answers to the query raised by the sales folks. Generally, it takes care of handling various ways in which queries are asked. It also allows users to speak out query in broad array of vernacular languages.

For example, most of the query that enter the system are ‘frequently asked question’ category, which is exactly the place where machines do a better job.

As we go deeper, the LMS system looking at the kind of query, what demographics it is coming from can automate refresher training to the training manager and increase the sales force performance.

Taking your organization to the next era

As a leader in your organization, one of the success that you can contribute is by setting yourself at the right “Era”.

There are many tools in market today, marked at various “Era”. Stratbeans has the following tools in the same league:

Medieval Era : Ask Expert QMS

Modern Era : Ask Expert LMS Module – Suggestion of course + Automatic FAQ Creation

Post Modern Era : GoPerform – AI bot for answering  and automating queries + GOP LMS module

For any enquiry please write to us at amit@stratbeans.com

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Why do I need Performance Support system?

A performance management solution can successfully aid the employee in carrying out her job as and when required. Let’s look at a problem which an L&D manager presented. She has chosen the right learning management system for her employees to teach the required course. But when it comes to the practical application she faces problems in using the knowledge gained, in the tasks assigned. This could be due to the lack of availability of business cases pertaining to their work.

These problems could be solved by backing up your learning management system with a suitable performance support system in the market.

But, how can PSS help my business?

Using a fully functional LMS like ATUM by Stratbeans could help your employees to sit at the desk to accomplish the tasks. Since all the aid is integrated within the software or website he/she is using. As the current generation is mobile savvy, mobile-friendly tools like Mobius Application can be used on the move. There would be no need for help desk. Consequently, an application integrated with the mobile or a tablet could complete the tasks on the move no matter how complex. These tools strengthen employee performance and efficiency and reduce both training costs and time spent waiting for assistance.

Some specific cases faced by Learning and Development managers could be a sales representative facing a challenge with respect to product knowledge; a technical trainee working on the field in an Oil and gas company or it could be a civil engineer managing a construction project. All these people can utilize the features of the Performance-enhancing app- GoPerform by Stratbeans to get the desired information of product at the right moment.

Can I also determine the adequacy of Performance Support System?

To know whether your Support System is adequate for measuring performance or not there is a simple way. You need to ensure that in EPSS, information regarding the performance of technical parfait montre work is cumulative, expansive, As the task that is performed, contributes to knowledge constructed by the user. These features are frequently observed in journeymen and master technicians. Performance support systems should provide prescriptive information. It enables a user to accomplish a task such as locking-up a piece of stock in a vertical milling machine. Expanded information in the form of troubleshooting rubrics, case studies, workflow summaries, and calculation wizards provided in the context of the specific task is a cherry on the cake. When blended with social learning, scaffolding can contribute to new technical as well as technological literacy in the workplace.

I hope this article was useful. It helps in understanding how to boost your workforce engagement with Performance Support Tools. Comment any specific features that came to your mind for PSS based on your requirement.

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Gamification

A user through game-based learning or gamification approach could carry out the learning process effectively. When we are actively engaged with a game, our mind experiences the pleasure of understanding a new system. Similarly, we try to achieve a target as we do in a game. Once a target is set and reached, a gamer craves to complete more levels and achievements. Now when learning is integrated into this, one can easily imagine that quality of learning is definitely improved. E-learning companies, verified through SCORM are creating game-based mobile apps. They are used to help learners get hold of the course content when they are both online and offline.

Classification

There are three main game theories (based on gamified platforms):

Activity Theory: Learners are allowed to participate and experiment in non-threatening scenarios.

Experiential Learning: Games support learning by doing.

Situated Learning: Information is provided in the relevant context or setting within the game. Learning takes place alongside social interaction and collaboration.

Although these theories are there, custom models are more popular. These personalized modules are created while designing platforms according to the interests of the targeted-users. Game-based learning platforms are being developed billige Balenciaga sko in such a manner so as to digitize content according to different target audience.

A learner’s benefits are supported by features like

• Characters
• Timeline
• Customizable Player
• Triggers
• States
• Variables for programming logic,
• Interactivity: Markers, Lightboxes, Buttons, Freeforms.

Game-based learning supports all the SCORM, AICC, TIN-can compliant Learning Management Systems (LMS).

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This article can help you provide an insight into how a sales person confronts the common issue. It also suggests how it can be solved for your team.

The type of work involved is with respect to a sales representative. It comprises of attending meetings, meeting new as well as existing clients by being constantly on the move. It is very difficult to get trained and updated with the new happenings. Especially with respect to the product features or competitor’s updates. A weekly meeting with the team would be a an addition. But I want to talk about the addition in an employee’s knowledge which can be beneficial for performing in future.

Let’s dive into what exactly I want to tell you about. A sales representative when in a meeting might face a challenge of answering different questions Nike air max Pas Cher. It can range from a basic feature explanation to a more subjective question on why their service or product is better over the other player in the market.

To answer such questions, they must be ready. Be it a one word answer or a detailed answer with proper backup/reasoning. To make them ready at the time of need, any technology which can be help them instantly and on-the-move could be of great help.

Let’s look at a sample scenario:

The sales representative is heading for a meeting on an always chaotic monday where one could have more than two meetings in a row. There are multiple tasks to take care of like replying to existing client requests and forwarding it to the corresponding teams and get them solve, curating content for the upcoming meeting later in the day. In midst of such tasks, one can only get enough time to skim through few microlearning bits to make sure a successful meeting occurs on that day.

This type of learning is clearly possible in a mobile app and next comes the tablet or let’s consider mobile which is most common nowadays for every user living in a metropolitan city. At least a corporate professional doing a white collar job carries a mobile phone wherever he goes.

Now you must be curious about how exactly this application can be used for learning and updating oneself on-the-move.

Hold down your curiosity and check out the benefits and features at: http://stratbeans.com/content/products/performance-support/go-perform-app

If you want a live demo, contact us on +91-124 437  7657.

Feel free to share your thoughts.

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COST of Retaining a customer = 1/10^th of the COST of finding a new one

Few days before, I was in a meeting with a group of retail managers. We were casually discussing the market scenario. But, our discussion gradually got carried away. It gravitated towards the inability of their workforce of handling all the situations. Two of them complained that their workforce was not delivering a reasonable RPP (Revenue Per Person). This was due to lack of sufficient information towards every product they offer. Also, these managers were not able to take out sufficient amount of time to teach them about every product.

This is when I realized that this was not just the case with those managers. It has been a major failure in retail sector leading to insufficient conversation rate of a customer towards a product.

So what is the solution?

How can we train employees in such a manner that they are always able to reply to customers’ queries at almost any point of time? Or do we really need to train customers for this?

I would say NO, we don’t really always need to invest time to train our workforce. We do not need to provide the info about every commodity that our business deals with. It would be better we get this process done with a trustworthy third party or and a further better case would be to have a “google” for Sales related information. In this approach, Stratbeans Consulting has developed a product which is an application called “Go Sales app”, an online information archive for the sales workforce.

So what does it contain?

This is essentially an employee engagement tool. It contains an indefinite number of answers to all the possible questions. They could be asked by the customers in any business sector. This contains real-time content on sales information. It also allows the user to find information on any subject related to any product or service using its search engine.

Thus Salespeople and managers can seek following benefits from this app:

• Salespeople would be able to reply to the customer’s query regarding the price and features of any product, that too anytime.
• Sales managers will be able to make their customers more satisfied. It can be done by having this sales archive with their workforce and themselves at all times.
• Managers can expect higher revenue per salesperson.

Having this product in the market will definitely improve the market situation. This will be achievable both from the customer perspective as well as will improve the overall efficiency of the sales workforce.

The post GoPerform app: an information archive for your sales workforce appeared first on Stratbeans.