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Document Description
The purpose of this design document is to present PJ Enterprises a detailed
description and outline of the one-day training for Telephone Operators and
Customer Service Supervisors, which is entitled, Seasonal Product Training Using
the Searchable Product Guide.
enabling Telephone Operators to easily and quickly answer productrelated questions, increasing client satisfaction and product sales; and
Audience Description
The audience for the training JMAT Consulting will provide is described below.
Customer Service Supervisors, who are promoted from the ranks of the
most experienced Telephone Operators based on their "proven" sales
records, are similar in age and education-level to the Telephone
Operators.
Ideally, there will be one to two Customer Service Supervisors participating in the
training with each of group of Telephone Operators.
Course Description
This course integrates PJ Enterprises' traditional seasonal product training with
how to effectively and efficiently use the new searchable PDF of the product
guide. The course will both familiarize Telephone Operators and their supervisors
with the new seasonal products and teach them the skills they need to carry out the
tasks associated with providing a quality customer service experience using the
new guide. The course includes an introduction and seven lessons, or modules,
which provide learners with practice using the various features of the new
searchable product guide. A final review and summary concludes the course,
which is scheduled to take place over two consecutive days in September 2015.
find, download and save the product guide PDF to their workstation in
order to access the guide during customer calls;
search for products using Control + F in the product guide PDF to quickly
find product information and answer customer questions;
annotate the product guide PDF using sticky notes in order to add
comments to the products;
manipulate the product guide PDF, including zoom in and out, highlight,
underline, and strikethrough, to update and emphasize certain sections or
products in the guide;
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Course Outline
The outline below encompasses training for both the telephone operators and
customer service supervisors on the new product guide PDF and new seasonal
products.
Course Introduction
A. Welcome
B. Introduce Trainers
C. Administrative Details
D. Materials Check
E. Participant Ice-breaker
F. Course Overview
G. Objectives
H. Questions
Lesson 1: Introduction to Q4 Product Catalog
A. Introduce roll out date of product catalog
B. Define and list characteristics for each seasonal product category:
1) Artificial Wreaths
2) Christmas Dcor
3) Christmas Ornaments and Tree Toppers
4) Christmas Tree Skirts and Stockings
5) Christmas Table Linens
C. Group Activity: Seasonal Product Category Classification
D. Review and Summary
Lesson 2: Introduction to new product guide PDF
A. Overview of new product guide
B. Discussion: Challenges using old print product guide and benefits
of new searchable PDF product guide
Lesson 3: How to Access, Download, and Save the Product Guide PDF to
Your Workstation
A. Introduction
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Media
This course will use a combination of product samples combined with highquality photos and descriptive text embedded into a searchable PDF document.
Each participant will have access to a workstation, modeled after the call center
environment, and will be able to download and manipulate the digitalized version
of the product guide to suit their preferences.
Slides will be used throughout the course, as needed. Class size is bound to the
physical limitations of the presentation space and the number of computer
workstations available.
Development Tools
This course and its contents will be developed using five applications:
Development Time
JMAT Consulting will require approximately 272-330 hours for development of
the training. These hours include any hours already used in the initial assessment
of the project as indicated in the Project Charter.
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Support requirements
In order to complete the course, PJ Enterprises will help JMAT Consulting in the
following ways via SMEs, in-house IT personnel, and/or written sources:
Ownership
JMAT Consulting will maintain all training materials developed for PJ Enterprises
for one year beyond the initial training, after which PJ Enterprises personnel will
maintain materials. If, however, PJ Enterprises would like JMAT Consulting to
continue maintenance of documents, JMAT Consulting will be happy to provide a
proposal as to the scope and cost of services to be provided.
Project Sign-off
Please sign below indicating agreement with the proposed course plan and
approving start-up of the development phases.
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10
Method
Presentation of facts
Objective
NA
Assessment
NA
A. Welcome
B. Introduce Trainers
C. Administrative
Details
D. Materials Check
Participant
Workbook
E. Participant IceBreaker
F. Course Overview
G. Objectives
H. Questions
4A
Presentation of facts
NA
NA
Job aid on
navigating the
Product Guide PDF
Presentation of steps
NA
Job aid on
navigating the
Product Guide PDF
A. Introduction
4B
10
Demonstration of
procedure
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Mins.
4C
4D
Method
Objective
Application of
procedure
Presentation of steps
Demonstration of
procedure
Assessment
Learners will be given
the names of three
products from the
Artificial Wreath
category. Learners will
search for the three
products using the
provided names.
Learners will document
the product item
number and two details
about each product in
the Participant
Workbook.
Participant
Workbook
Job aid on
navigating the
Product Guide PDF
Page | 9
Mins.
Method
4E
Application of
procedure
4F
Presentation of steps
Demonstration of
procedure
Objective
Assessment
Learners will be given
the item number of
three products from the
Christmas Dcor
category. Learners will
search for the three
products using the
provided item numbers.
Learners will document
the product name and
two details about each
product in the
Participant Workbook.
Given keywords
describing three
products from the
Christmas Table Linens
category, learners will
locate them in the
Product Guide PDF and
document product
details within 60
seconds.
Participant
Workbook
Job aid on
navigating the
Product Guide PDF
Page | 10
Mins.
Method
4G
Application of
procedure
4H
Presentation of steps
Demonstration of
procedure
Objective
Assessment
Learners will be given
keywords describing
three products from the
Christmas Table Linens
category. Learners will
search for the three
products using the
provided keywords.
Learners will document
the product name, item
number, and two details
about the product in the
Participant Workbook.
Participant
Workbook
Job aid on
navigating the
Product Guide
PDF
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Mins.
Method
4I
10
Application of
procedures
4J
15
Answering Customer
Questions Using the PDF
Application of
principles
4K
Presentation of facts
and steps
Objective
Assessment
Participant
Workbook
Given 3 customer
questions about seasonal
products, learners will
accurately answer them
within 2 minutes.
NA
NA
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