Training_and_Mentoring

Situation Analysis The merger between Interclean and Enviro Tech has strengthened its business position in the market. The company's new strategic focus outlines the path that the company has taken. The new business model view customer service as an important element that would contribute to its survival. This also, will give them a competitive edge over other players in the market. The company currently employed sales representatives that carry out their duties in an effective manner. The company has developed a new sales team that will be serving the health care business. These customers buying behavior requires them to be highly involved because they are sophisticated. This is because the risks associated with making bad decision are high. They are constantly been monitored by government agencies and keep up with the procedural guidelines that need to be followed. The purpose of this report is to outline a training and mentoring program that will better equip those selected employees to serve this target market effectively. Training and Mentoring Needs The company new business model, which is proposed solution or service, has brought about the need to formulate a new sales team, train and mentor the team that they can help the company achieve its goals. The healthcare business is a specialized market that requires a skilled sales team to serve them because of their sophistication. This customer's decision making process is complex in nature because firstly they identify the problem; then begin a search for the relevant information that would solve these problems; identify and evaluate the possible alternatives presented to them; then the purchase decision is made; the most important aspect of the decision-making process is the post purchase behavior. This takes into consideration the satisfaction or unsatisfaction level with the purchase Objectives of the Training and Mentoring Program Customer retention is important to any company operating in the business environment. It cost more to gain new customers than to keep them. The business environment the company operates in is competitive. Therefore, the sales team has to perform exceptionally to survive in the market. Currently the sales team is effective in selling products and customer service. However, we need to tailor the training objectives that would allow them to be effective in serving those customers. Therefore, the objectives of the training and mentoring program are to equip the sales team with the necessary preparation that will help them to build and maintain customer relation. To upgrade the sale team knowledge on the company focus and applications and to sharpen their selling skills. This will result in, increasing the company's growth and profitability potential. Performance Standards Performance standards define the satisfactory job performance. It must be realistic, measureable, clearly understood that it benefit the organization and the employees. The job criterion is used as a basis of measuring the job performance. Job Criterion: Increase in sales by 35% per quarter coupled with fewer customer complaints. This should be done by developing new customers for existing products and maintaining loyalty of current customers by providing excellent service. The following will be used as a graded measure for each sales representative. Outstanding: The person is so successful at this job criterion that special note should be made. Compared with the usual standards and the rest of the department, this performance ranks in the top 10%. Very Good: Performance at this level is one of better than average performances in the unit, given the common standards and unit results. Satisfactory: Performance is at or above the minimum standards. This level of performance is what one would expect from most experienced, competent employees. Marginal: Performance is somewhat below the minimum-level standard on this job dimension. However, there appears to be potential to improve the rating within a reasonable time frame. Unsatisfactory: Performance on this item in the job is well below standard, and there is a serious question as to whether the person can improve to meet minimum standards. Delivery Methods The team is already experienced in sales. They only need enhancement with their customer service capability. I will be employing numerous delivery methods because they all do not learn the same way. Some can learn by listening, others learn by seeing, and others may learn by hands on experience. The most effective training delivery methods that will be utilized are information presentation technique. Information presentation technique will allow me to utilize the different delivery methods that ensure the affectivity of the training. The training will include the use of training seminars (conference), interactive multimedia (CDs/DVDs), and role playing. Content for Training and Mentoring Whole Goals: The goal of the company is, providing excellent customer service in an effort to build customer relationship. And also, to reiterate the company's new strategic focus. This is important for them to be aware of this because the sales team objectives are tailored towards meeting the company's goal. Selling Technique: Refresher course on the selling technique tailored toward the healthcare business. The team already knows about the selling techniques, however, they need to enhance their technique so that they could better serve the target market. Target Market: The target market is a segment of the market that the company will focus on meeting their needs. Provide information on the target market by: defining their buying behavior, identifying their needs, and providing information on how to reduce customer dissonance. Competitor: Provide information on those competitors operating in the market. An analysis of the players currently operating in the market will be done. This is to educate the new sales team of competitors' products and their position in the market. This will help them when selling to these customers. Interactive Multimedia: DVD showing different selling situations and problem solving. Some individuals learn by seeing therefore, it was necessary for me to include this delivery method in the training program. Role Playing: Allowing each of them simulate situations that they will be facing and how to handle them when they arise. This will give them hands on experience as to the different situation that they may encounter when serving these customers. Customer Service: Markets are becoming increasingly competitive and companies are constantly searching for ways to maintain that edge over rivals in the market. Companies that excel at providing service find it a substantial competitive advantage. Therefore it is important to provide excellent customer service, in an effort to reduce customer dissonance by doing: identifying and assessing customer needs; tailor products to fit those needs. Time Frame The sales team has to be ready in the next six months. The sales team profile showed that they are already effective in selling the company's product and providing good customer service. Therefore, this training and mentoring program will be design to enhance their selling skills and customer service capabilities. The time frame for the training will be three weeks to get them ready to serve the company's new target market. Evaluation Methods Reaction: The reaction level of each employee will be evaluated by administering questionnaires to them. I will be gathering information on:  Rate the value of the training.  The style of the instructor  Usefulness of the training to them. Behavior: By observing the job performance. This will be done by accompanying them to meet clients and observe how they convey information to customers. Results: This will be evaluated by measuring the effect of training on the achievements of organizational goals. I will be looking at the sales level and customer complaints. Feedback This is to perform an after action review by gathering information from the participants on:  Things that should have happened during the training'  Things that did happen during the training'  The good things that came out of the training.  Things that needed improvement. Alternate avenues for those who need further development Customer Service training will be a continuous event. Therefore, for those employees who need further development I will be offering periodic customer training seminar. This will ensure that their skills are sharpened to better serve the customers. Conclusion Training and mentoring are useful tools organization should employ to help them save money. During this process an employee's strengths and weaknesses can be identified and the employee could be placed in the right job positions that suit their capabilities. Organizations need to invest time and resources in their employees; this will ensure that the organizational goals are met. References Allivine, F.C. (1987). Marketing. Principles and Practices. Orlando, Florida: Harcourt Brace Jovanovich, Inc. Boyd, H.W. & Walker O.C. Marketing Management: A Strategic Approach with a Global Orientation (3rd ed). Boston: McGraw-Hill Cascio, W. (2006). Managing Human Resources: Productivity, quality of life, profits (7th ed.). New York: McGraw-Hill