Customer Objection Handling
Tools Used: Storyline, Gemini, Canva
Learner Profile:
Background: Entry-level sales representatives with little to no experience handling customers independently.
Motivations: Developing skills and growing in the sales rep role, with a desire to enhance communication skills and build confidence.
Learning Preference: Prefer hands-on, interactive learning experiences that allow them to apply knowledge in practical scenarios and appreciate clear instructions and guidance.
Challenges: Navigating unfamiliar customer scenarios and effectively gathering insights on customer needs.
Strategy Used to Make Learning Stick: Desirable difficulties
Active Learning and Engagement: Learners are made to attempt the drag-and-drop activity before seeing the strategy definitions. This way, the brain is actively engaged in retrieving or generating the solution.
Strengthening Memory Connections: Learners are required to retrieve the information (or guess and then confirm), effectively interrupting the forgetting process and strengthening the connection to that information, leading to better long-term retention.