Levels of Learning

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Levels of Learning

  • DVD
Price: $295.00
Description

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Discover how to identify and work with different types of customers and co-workers!

In Part 1, Carlos is an experienced rep – he knows the product backwards and forwards, and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled, but doesn’t realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn’t know the product – filling her with anxiety. So when Justine calls Carlos, he’s frustrated and Justine receives no useful help. Carlos’s co-worker Stacey, in contrast, is an unconscious incompetent: she’s clueless and doesn’t know it. So when a customer calls, she flippantly admits she doesn’t how to help him – making herself and the company look bad.

In Part 2, Angela is an experienced rep, patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble – which makes him anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn’t know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn’t know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.

Length: 5:00 Minutes
Key points

Additional Information

  • Easy-to-use includes facilitators manual designed by service experts
  • Highly engaging quick-paced, lifelike scenario gains
  • Save money all the quality at 60% off the typical price
  • Save time quick program for efficient learning and behavioral change
  • Versatile use for meetings openers, training sessions, and more
Package Includes

Additional Information

DVD, CD-ROM with Facilitators' Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint File, Pre and Post-Training Assessment

Alternate Versions

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Streaming

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