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Who Made The Sale?

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Who made the sale? is a fun programme made up of 5

customer service investigations (CSIs) designed to discover who

could have made a simulated sale.

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Whoever made the sale…

1. Knew how to recognise customer needs2. Knew the ART of customer service3. Knew how to create rapport with customers4. Knew how to handle angry customers5. Knew how to work well in a team

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How do we find out?

Engage learners in a series of customer service investigations

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Example of Customer Service Investigations

Who made the sale!

CSI 1:

Who understood the customer’s needs?

CSI 2:

Who made the customer feel most at ease?

CSI 3:

Who was there when the customer needed help?

CSI 4:

Who fixed things when the customer wasn’t happy?

CSI 5:

Who worked as a team to get the customer’s business?

Evidence gathering activities to determine…

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Main FeaturesWork integrated learning design• Focus on activities not content• Content comes from the work itself• Builds on learners' existing knowledge and

experience• Minimal time spent away from workplace 

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What are the advantages?

• Learning relevant to job at hand• Learners stay productive while they

learn• Does not rely on costly elearning

systems

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Focus on application

Application of knowledge and skills reinforced through reminders, recognition and rewards.Reminders•Reminders are built into the tasks and activities•Email games and quizzes

Recognition•Best contributions added to Hall of Fame

Rewards•Points earned for proof of application•Prize for person/ team Who Made The Sale

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Who is it for?

Service employees such as call centre agents, back office support staff and front line personnel.

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How does it work?

• Designed to minimise time spent away from the workplace. • 40 hours learning time spread over 10 weeks

– Participants learn while they work.– Make use of existing knowledge and experience – Only 20% time spent off the job – 80% spent engaged in on-the-job activities

• Learners absorb new information and practice new skills in bite size chunks.

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Draw on existing knowledge

• Email surveys and games, e.g., what’s the best way to show respect to customers?

• Score results• Post best suggestions• Recognition in the Hall of Fame

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Provide Additional Input

Thirty ways to show respect to customers

How To Remember Names and Faces

When Customers Criticise…

Five ways to satisfy an Angry Customer

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Assessment

• Ongoing assessment through: - facilitator/line manager observation- assessment of learning outcomes by assessor

• No exams or written tests• Participants evaluate programme

material and give feedback on suitability and relevance

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Evaluation

Pre-course evaluation

Form

Course Evaluation

Form

Practical Applicatio

n

Post-course

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Recognition & Reward

Points awarded for contributionsPrizes for• Best individuals who could have made

the sale• Best Team that could have made the

sale