Project description

Web-based trainings are not only good to learn “hard facts”, but they are also the method of choice to learn and train how to address customers on an individual, personalised basis. Our client, Continental AG, knows this and commissioned the conception and production of a web-based training that fosters the expertise for customer calls of external tyre retailers.

Thematic anchor: Worn down tread pattern of stored winter tyres and thus the need for a replacement.

We chose a practical scenario. After a short introduction, the participants get faced with five different customer types where each of them is unique in its own way. They have to choose one out of several possible answers in every phase of the dialogue. This influences the further process: Will the customer finally identify the need to replace the old tyres? A feedback after each response ensures a prompt learning effect.

Advantage

Participants like this kind of training in which they can practise the handling with various objections in a “safe” virtual environment. The scenario-based technique in combination with the refreshing customer illustrations got a lot of positive feedback on the learning platform.

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