Beruflich Dokumente
Kultur Dokumente
Training for
PJ Enterprise
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Table of Contents
Instructor Information----------------------------------------------------------------------iii
About the Facilitation Guide--------------------------------------------------------iii
Purpose of the Facilitation Guide---------------------------------------------------iii
Content Information------------------------------------------------------------------iii
Audience Information----------------------------------------------------------------iii
Course Outline------------------------------------------------------------------------iii
Training Environment----------------------------------------------------------------v
Training Room Setup-----------------------------------------------------------------v
Instructional Strategies---------------------------------------------------------------vi
Timeline-------------------------------------------------------------------------------vii
Preparation Checklist---------------------------------------------------------------viii
Unit 1: Class Overview-----------------------------------------------------------------------1
Lesson 3: Providing Customer Service---------------------------------------------------5
Topic 3a: Introduction----------------------------------------------------------------5
Topic 3b: Photo Etiquette------------------------------------------------------------8
Topic 3c: Handling Difficult Callers----------------------------------------------10
Topic 3d: Partner Exercise----------------------------------------------------------11
Topic 3e: Administering Survey---------------------------------------------------12
Topic 3f: Review and Questions---------------------------------------------------12
Lesson 4: Utilizing the Online Product Guide-----------------------------------------13
Topic 4a: Introduction--------------------------------------------------------------13
Topic 4b: Product Guide Orientation---------------------------------------------14
Topic 4c: Hands-on Demonstration of the Product Guide---------------------16
Topic 4d: Hands-on Practice with the Product Guide--------------------------22
Topic 4e: Online Product Guide Scavenger Hunt-------------------------------23
Topic 4f: Review and Questions---------------------------------------------------24
Appendix A: Etiquette Survey/Partner Exercise-------------------------------------25
Appendix B: Course Handouts-----------------------------------------------------------26
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Instructor Information
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access for each participant, projector and screen, telephone headsets, flip charts, facilitator's desk, job
aids, the product guide, markers, other training materials, and the information database that should be
available on each participants laptop/desktop. The seating arrangement in the training room should be
flexible to meet the number of participants per session, and also facilitate effective demonstration of the
various role play activities.
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Time-line [AW]
The course will consist of two 4-hour training sessions spanning over 2 days. It will require 8 hours of
total course seat time. The charts below can be used as a timeline guide for conducting the 2 trainings
days. The times provided are approximate and can be adjusted depending on the specific needs of the
participants during the training sessions.
Day One
Module 1: Course Introduction
Total time:
25 minutes
10 minutes
5 minutes
10 minutes
Total time:
105
minutes
5 minutes
10 minutes
15 minutes
25 minutes
15 minutes
20 minutes
20 minutes
10 minutes
Total time:
95 minutes
5 minutes
20 minutes
25 minutes
20 minutes
15 minutes
10 minutes
240
minutes (4
hrs)
1a: Introductions
1b: PJ Enterprise Overview
1c: TO Job Overview
Module 2: Handling Phone Calls
2a: Introduction
2b: Common Call Types
2c: Active Listening
2d: Entering Customer Information
BREAK
2e: Exercise
2f: Problem Solving
2g: Review & Questions
Module 3: Providing Customer Service
3a: Introduction
3b: Phone Etiquette
3c: Handling Difficult Callers
3d: Partner Exercise
3e: Administering Surveys
3f: Review & Questions
Day One Total Time
Day Two
Module 4: Utilizing the Online
Product Guide
4a: Introduction
4b: Hands on Demo of Product Guide
4c: Hands on Practice with the Product
Guide
4d. Online Product Guide Scavenger
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Total
time:
70
minut
es
5
minut
es
20
minut
es
20
minut
es
15
Hunt Assessment
4e. Review & Questions
Module 5: Top 10 Products
5a: Introduction
5b: Review Top 10 Products
5c: Cross-selling products
BREAK
5d: Jeopardy Quiz Game
5e. Review & Questions
Module 6: Answering Product
Questions and Taking Orders
6a: Introduction
6b: Common Product Questions
6c: Using the Ordering System
6d: Practice
6e: Review & Questions
Day Two Total Time
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minut
es
10
minut
es
Total
time:
75
minut
es
5
minut
es
25
minut
es
15
minut
es
15
minut
es
20
minut
es
10
minut
es
Total
time:
80
minut
es
5
minut
es
20
minut
es
25
minut
es
20
minut
es
10
minut
es
240
minut
es (4
hrs)
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Welcome
Class Details
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Schedule
Expectations
Questions
Introductions
Instructor
Participants
Name
Background
Purpose of Training
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Agenda
PJ Enterprise Overview
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6 years old
Target market
TO Job Overview
Process returns
Take orders
Administer survey
Course Objectives
Questions
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Topic 1
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Introduction
parking lot
Importance
Overview
Objectives
PPT slide
Say: Welcome to Module 3. During the next 95 minutes
we will be practicing phone etiquette and how to deal
with the difficult caller.
Say: If during the training you have any questions or
observations, write them on a sticky note and place
them in the parking lot. (point out the chart paper
parking lot), at the end of the session we will take the
time to discuss them.
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Importance
Talk about the importance of good customer service.
Having a positive experience with a customer means
return business which is good for the bottom line.
PPT slide
Say: Here at PJ Enterprises good customer service is
the backbone of our company. Therefore, how we treat
and work with our customers is of the utmost
importance.
Overview
Module 3 is all about the customer.
PPT slide
Say: Module 3 will focus on proper etiquette on the
telephone and using those techniques with a difficult
customer.
Objectives
In this lesson, youll:
Practice proper telephone etiquette
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Topics
This lesson includes the following topics:
Topic
Page
1 Introduction
2 Phone etiquette
3 Difficult callers
4 Partner exercise
5 Wrap up-Review and questions
Telephone Etiquette
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Angry
Impatient
Intimidating
Talkative
Demanding
Indecisive
Be professional
Stay calm
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Partner Exercise
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AngryAngry
at the
world,
Module 4: Utilizing
the Online
Product
Guide
takes
it outOperator
on theTraining
TO.
Telephone
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Introduction
Say: Welcome to Lesson 4. During
the next 70 minutes we will be
learning about the new online
product guide.
Importance
Introduction
Overview
Objectives
In this lesson, the learner will:
Use all the key functions of the product guide
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Topics
This lesson includes the following topics:
Topic
Page
1 Introduction
17
19
20
25
28
31
Online
Searchable
Continuously Updated
User Friendly
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Demonstrate: Logging in
Tell: Learners to use the same
credentials as they use for the
ordering system
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By catalog number
By item name
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Search by Name:
Type in the name of the product that the customer gives
you into the search box and hit Enter.
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Product Catalog
Use the Product Catalog to see what customers are
seeing. Use this when customers have questions based
on the images and text in the catalog, or when the
information in the Product Guide differs from the
information the customer sees in their catalog. All
catalogs from Winter 2012 to the present are included.
Demonstrate: Using the Product Catalog.
1. Click on Product Catalog on the homepage.
2. Select the Summer 2016 catalog from the first pull
down menu
3. Select Page 41-42 from the second pull-down
menus.
Demonstrate: Closing Catalog page and returning to
the homepage.
Click the X in the upper right hand corner of the
Catalog page to return to the homepage
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Answers:
Ask: If the learners have any
questions about the product guide.
If someone asks a question you do
not know the answer to, write it
down and pass it on to the learners
supervisor.
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Lesson 4: Handout A
Product Guide Practice Scenarios
1. Find the product announcement from 7/12/2016
2. Locate product #3459921
3. Find the red lacy shower curtain
4. What is featured on page 101 of the Winter 2013
catalog?
5. Which new product comes from Peru?
6. When was the Artisanal Home Cupping Kit
discontinued?
7. How long do our fruit baskets last when refrigerated?
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Scavenger Hunt
Explain: The rules of the
scavenger hunt:
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Lesson 4: Handout B
Product Guide Scavenger Hunt
1. An important announcement was made on 8/1/2016,
but you were out sick. What was it?
2. Does item #7800101 contain lead?
3. A customer wants to order the green socks with the
bells on them
4. A customer wants to know if the Kona Koffee Kremer
Karosel comes with everything in the picture. Shes
looking at page 5 of the spring 2014 catalog
5. A customer wants to know if weve gotten any new
New Years noisemakers in.
6. A customer wants to order another Custom Kitchen
Potato Grinder, but it isnt in the new catalog. What
happened?
7. A customer wants to know if we are hiring.
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2. Type Artisanal Home Cupping Kit into the search field and hit
enter.
3. See the product information (removed from the catalog in spring
2014, but still available for special order via drop-shipment from
the manufacturer).
7. A customer wants to know if we are hiring.
1. From the homepage click on Frequently Asked Questions
2. Choose Company Information from the pull-down menu
3. Scroll down to find the answer (look at our careers page on our
website: www.pjenterprises.com/careers).
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Congratulations!
Hand out: The Quick Guide to the Product Guide job
aid to each learner. The handout is on the next page.
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Listed below are several statements. Some of the statements are examples of the proper way that a PJ
Enterprises TO communicates with a customer. Some of the statements are examples of impolite
communication that is frowned upon by PJ Enterprises.
Place an X next to the statements that show the correct way to interact with customers.
The following difficult customer scenarios will be given to each person. Partners will take turns, TO and
bad customer.
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Talkative- A lonely senior citizen ordered on item, but has kept the TO on the phone for over 10
minutes.
Indecisive- Customer keeps changing their mind about what they want to order.
Angry- Angry at the world, takes it out on the TO.
Demanding Demands that the shipping is free.
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