Interaction Center 5.6 Sales Training

Description:

A blended distance learning program that prepares Avaya's direct sales associates for success in selling IC 5.6. The training provides them with the information and tools they need to identify and qualify sales opportunities in a competitive CRM market.

Audience:

Avaya's global direct and indirect sales channels including Client Executives, CRM Specialists, Sales Managers, and Business Partners. Two hundred and seventy six participants registered for the course's initial offering.

Need:

Avaya's acquisition of Quintus added a new multi-channel contact center solution to Avaya's Interaction Management solutions set. No formal sales curriculum had been developed previously for this product, which is the cornerstone of Interaction Management Solutions in Avaya's CRM Solutions strategy. Avaya sales associates had expressed an urgent need to learn about this offer in order to generate sales activity. The training has been well received, and additional requests for delivery have been received from Marketing, Sales Readiness, and Business Partners.

Deliverables:

This course includes four sessions:

  1. A one-hour instructor-led web conference orientation; available for 30 days in replay.
  2. A 3.5 hour self-paced, web-based training course, developed in Click2Learn's ToolBook and accessible from Avaya University. Includes modules on identifying opportunities, solving business problems with the solution, and positioning the solution against the competition. Also includes printable sales tools that provide elevator pitches, strategic and tactical questions for discovering a prospect's needs, positioning for key contacts, product feature/benefit lists, and positioning against competitors.
  3. A two-hour instructor-led teleconference with Subject Matter Experts on hand to answer live and emailed questions on product functionality, migration, positioning, and other topics; available for 30 days in replay.
  4. A two-hour instructor-led web conference for the delivery and evaluation of collaborative virtual team customer presentations based on assigned case studies. This final session gives learners an opportunity to articulate the value of IC 5.6 to their prospects. Presenters are evaluated and receive feedback from the instructor and peers.Additional deliverables for synchronous sessions include PowerPoint slides and customer case studies for the Telecommunications, Financial, and Retail industries, developed in MS Word and available in Adobe pdf format.

In addition to designing and developing all course materials, we were also responsible for such planning activities as drafting and distributing session announcements, scheduling sessions, recruiting subject matter experts for delivery, and assisting with online facilitation.

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