The world of sales and service is evolving rapidly as digital transformation and the democratization of information gathers pace. With large portions of the customer buying journey happening online, consultative sales practices are a requirement for today’s sales teams. After the sale, service teams must also act as trusted advisors, using skills to elevate their position with the customer.
Simulation learning can quickly upskill teams for sales and service success.
Upskill customer service teams with the interpersonal skills they need in fast changing environments. Active listening and empathy training needs realistic application and safe practice environments for success. Embed high-value simulations into programs to enable simulated practice, feedback, coaching and real-time analytics on performance.
Adaptive personalization dynamically adjusts learner journeys based on measured skills. Use it to reduce learner fatigue and accelerate time to competence.
Learners choose when to go through a simulation, with no need to book assessments or role-plays. Enable coaching feedback as learners practice challenging scenarios.
Intelligent data provides analytics on learner skills and learning needs. For example, what skills are stronger? Weaker?
Realistic and challenging scenarios immediately engage learners. They feel like they are in real customer interactions and engage at an emotional level.
Traditional face to face instructor-led training (ILT) is costly, time-consuming and impractical to scale. Shifting from live training to digital-first, blended learning dramatically increases participation and facilitates more rapid skill development.
ETU partnered with a global technology consulting provider to virtualize their core consulting training at manager, senior manager and director levels. Participation rates are on track to reach 20 times the instructor-led level, and the training is personalized to the individual learner based on their in-simulation performance. This adaptive personalization is highly engaging and furthers seat time savings. Immersive simulations are blended in the learning journey so learners can apply new skills immediately and receive personalized coaching in the moment.
Consultant time is valuable—and therefore costly. Every hour invested in training is an hour unavailable for billable work. Being effective and efficient with learners’ time was critical. We chose adaptive simulations to help personalize learning delivery, allowing just-in-time, just-enough, just-for-me skill building for consultants around the globe.
Andrew Wolff, VP - Learning