When you want to teach negotiation and communication skills to your sales team, you can either opt for a physical training session or an online training course, but even after the training session, doubts will persist on how far your salespeople will use these skills in their job and how well they can retain and apply the skills. Thinking of a more effective way? Why not use game-based learning to teach these skills? This case study describes how a company used game-based learning for sales training and got effective results to boot.
An IT services outsourcing company wanted to train its sales teams on communication and negotiation skills so that they interact better with clients. The end result was to get more orders and improve customer satisfaction.
The company realized that communication skills are important to identify the needs and interests of clients and gain their trust, and are a vital aspect of the sales cycle. The challenge was to develop an interactive solution which will give reps a chance to practice their skill while being engaging. They wanted a learning program that could provide measurable results. At the same time they wanted the solution to be cost-effective and scalable.
They opted for a game-based learning solution that would fit the result-driven, competitive culture of the sales team. To play the game, salespeople were divided into groups based in two cities. Each group had to make phone calls to find prospects and nurture sales opportunities that will ultimately result in sales. The group consisted of people with diverse experience and years of service.
The sales team was by nature extremely competitive and the game brought the same level of competitiveness to the training as well. Players were scored on the following points:
- Confidence levels in selling skills
- Lesser duration of sales cycles
- Revenue per transaction
- Sales behaviors in skills areas such as identifying the prospect, building trust with the client, and developing a long-term relationship with the client
Prizes were given to salespeople with the highest scores and those with a high score were made members of an exclusive club.
The results were an 80% completion rate, this was no mean achievement, considering the fact that training takes away the time of sales personnel which they would dedicate to selling. This high completion rate was a reflection of their commitment and interest and the value they found from the training. After its success, they implemented the game on a wider scale.