Instructional Plan and Presentation

Instructional Plan and Presentation

La- Fleur Mohamed
CUR/516
August 15, 2016
Joan Beckner

Instructional Plan and Presentation

Phase I
Pumping Up Our People Skills
A retail clothing company has noted that although their sales people are engaging,
efficient, competent and effective in their jobs, statistics were revealing that the stores were not
experiencing a large percentage of returning customers. A decision was made to undergo a two
day, company-wide training for a target audience of sales associates. This will be a multi-modal
presentation using slide presentations, group discussions, activities, feedback and two
approaches to interactive role-playing (customer/salesperson and
customer/salesperson/observer). All participants will turn in a pre-training open-ended
questionnaire two weeks before the official training. All participants will be asked to fill out a
review following the trainings.
There is a difference between training goals and training objectives. Goals are the long
term expectations of the training while objectives are the methods used to obtain the goals. The
goals for this training are to improve the data for numbers of returning customers and continuing
improvement for our associates in their customer service skills.

Instructional Plan and Presentation

GOALS

Employees like to feel that their skills are constantly being developed and that they are learning
in their jobs (How to Engage & Motivate Staff , 2014).

OBJECTIVES FOR GOALS

Instructional Plan and Presentation

Objective #1 (motivation) needs to engage the employees with a positive approach i.e.
they can be successful (mastery) at improving their engagement with customers. Employees need
to feel the connection to the purpose of the training (membership). The meaning of the training
should be presented without finger pointing, but as a means to learn more innovative methods of
creating better customer relations.
Objective #2 (engagement) seeks not to entertain the participants, but rather to offer a
variety of instructional modalities which will engage the majority of them and thus provide a
learning environment for all learning styles.
Phase II
Pumping Up Our People Skills
Goal #1: Improve the data for returning customers
Develop and use a customer database.
Audience: Current sales associates
Behavior: Should be able to discern which steps to take with customer to get them to
return, make a decision, take action (offer special promotions) and evaluate the results of
offering special promotions.
Condition: Given an assortment of special sales promotions, sales associate will be able
to choose the proper promotion which is most attractive to the customer
Degree: Associate should be able to complete the distribution of the proper sales
promotion 8 out of 10 times.

Goal #2: Improve the associates customer service skills

Instructional Plan and Presentation

Increase the number of customer evaluation cards passed out

Audience: Current sales associates
Behavior: Associate will hand out evaluation cards and pens to customers.
Condition: Associate will estimate the appropriate time frame to hand out cards which
will grant them the greatest return.
Degree: Associate will receive 5 of 10 evaluation cards.

Both of these objectives involve gaining knowledge through critical thinking. Associates
will practice making decisions which will determine which sales promotion cards to hand out
and will develop a feel for timing as to when to pass out the evaluation cards. Predicting the
standards and movements if of a customer takes a great deal of observational analysis and
involves using critical thinking.
Instructional strategies and activities will involve a multi-model approach. There will be a
slide presentation, group discussions, activities, feedback and two approaches to interactive roleplaying (customer/salesperson and customer/salesperson/observer). The associates will work
alone, in pairs and in groups of three for several of the activities.

Phase III
Training is 1 days long. It is scheduled for November 1st and 2nd. Present (day one) will
be both the general manager of our region as well as our district manager. Store managers and
sales associates from the four stores in our district will be present. Present on Day 2 will be just
the store managers and the associates. We have hired a sales motivator who will be facilitating
the trainings. The power point will be provided by the motivator.

Instructional Plan and Presentation

Equipment needed:
Training room (Days Inn meeting room)
Tables and chairs must be lightweight and easily moved for changes in types of activities and
presentations.
Computer (brought by motivator) with attachment to overhead projector
Drop down white screen
Extension cords (associates are going to be encouraged to bring their own laptops).
Charging adapters
Prints of materials sent by motivator (pictures of sample customers, samples of evaluation cards)
Copies of sales data regarding return customers (current)
Copies of questionnaires for opening and closing of training
Instrument is being written by store managers and will be compiled by the district
manager
Copies of pre-training open-ended questionnaire (sent to sales associates during the week of
October 10 to be returned by week of October 17).
Instrument is being written by store managers and will be compiled by the district
manager

Phase IV
To incorporate the ideas of our sales associates, we will be analyzing the data received
from the pre-training open-ended questionnaires which also left room for comments and
suggestions. This will be a formative, general assessment. This is an important document since if
the sales associates have ideas for improvement which we do not cover, they may not feel that
their ideas have been heard.
At the end of six months, we will evaluate the number of returning customers. This data
will be obtained both from credit card ids as well as from our evaluation cards which ask the

Instructional Plan and Presentation

question have you shopped in this store before if so, was it last week, last month, 3 months
ago or a year ago. The evaluation cards also ask if they intend to shop in our stores again.
Ratings will be gathered from the evaluation cards for each associate which have been
gathered both in the store and on discount tickets sent out in a mass mailing. We intend to gather
as much data as possible regarding the improvement of our associates.

EVALUATIONS

Instructional Plan and Presentation

Graph
Table adapted from Attia, Honeycutt, & Fakhr, n.d.)
It is anticipated that this training will result in increased sales as well as increased
promotions for the sales staff. Additional offerings would most likely be part review of this
training (and others) as well as new trainings. We might look to another sales motivator for new
or fresh ideas. Our business involves so many learning styles that we might just focus on one.
Our associates need to be adept at social encounters, verbal exchanges, visual evaluations,
physical movements as well as determining when a customer needs to be left alone. Sales is a
learned skill and if this overview training goes well and we increase the number of returning
customers, we will proceed with specific trainings for identifying with customers which is the
heart and soul of our business.

Instructional Plan and Presentation

References
Attia, A., Honeycutt, E., Fakhr, R. (n.d.). Sales Training Evaluation: An Integrated Framework
and Research Agenda, Journal of Selling & Major Account Management, Vol 13(1).
Retrieved from http://cobalpha.niu.edu:8080/jsmam/archive/13-1-2.pdf
How to Engage & Motivate Staff Using Customer Feedback (2014). Retrieved from
http://www.inmoment.com/blog/how-to-engage-motivate-staff-using-customer-feedback/