1. Sales & Service team Learning solution Proposal
Arrow Exterminators
Sales & Service team Learning solution Proposal
This presentation is for a learning solution for sales and service team members at Arrow Exterminators in Franklin, Tennessee.

2. The problem
Sales and service professionals may have a knowledge gap of real-world application ofall available products and services
Customer service and conflict resolution skills may be lacking
Service professionals may have a lack of sales experience
The sales professionals may have little experience working out in the field. They may not know how the products and services are applied out in the field. This creates an issue when they are talking with customers about these products and services. The same situation applies to service professionals that are specialized in working in only one area. They may not be knowledgeable about all of the available products and services that the company offers. All sales and service professionals lack superior customer service and conflict resolution skills. This can become an issue when a customer is not happy about a service they have received. Service professionals are often engaging with customers in the field and they lack sales and negotiation skills necessary to sell additional services to customers.

3. The need
sales and service professionals need knowledge of all products and services and field application
Service professionals need improved sales and negotiation skills for selling additional products and services
All sales and service professionals need to develop superior customer service and conflict resolution skills
All of the sales and service professionals need to have knowledge of all of Arrow’s products and services and how they are applied at customer’s homes. Services professionals need to improve their sales and negotiation skills so they can more effectively sell additional products and services out in the field. All sales and service professionals need to have superior customer service and conflict resolution skills so that they can understand the customer’s expectations and meet their needs.

4. What do we do? We need to work together We need to share knowledge
We need to learn about all products and services
We need to learn sales and negotiation skills
We need to develop superior customer service and conflict resolution skills
This is what we need to do. We need to work together as a team to solve these problems. We need to be willing to share knowledge and communicate with our team members. We need to learn about all of Arrow’s products and services and how to more effectively sell them to customers. We need to develop superior customer service and conflict resolution skills to meet our customer’s expectations and understand their needs.

5. The benefits Increased knowledge of available products and services
Increased sales and negotiation skills
Increased customer service and conflict resolution skills
Increased communication with team members
Better teamwork and knowledge sharing
Increased value to company
The benefits to sales and services professionals for improving in the recommended areas are as follows. There will be an increase in the knowledge of all available products and services and their applicability in the field. Team members will have better sales and negotiation skills for selling additional products out in the field. All team members will have better customer service and conflict resolution skills to improve customer retention and satisfaction. There will be increased communication among team members, which will improve the work environment and employee satisfaction. Employees will work better together and share knowledge with each other to promote a stronger team and continuous growth and development. Ultimately all of these improvements will increase the value of Arrow’s employees to the organization, they will be more motivated, and engaged in performing their jobs.

6. The learning solution
Training will be offered to affected employees in various settings
Field training with experienced service professionals on products and services
Workshop training with experienced sales professionals
Online and workshop training for customer service and conflict resolution
The learning solution is to offer four different training avenues to meet the needs of employees to fill the skills and knowledge gaps. Training should be available for all sales and services professionals out in the field with experienced service professionals. Workshop training should be provided to allow service professionals to learn from experienced sales professionals. Online and workshop training environments should be available to assist sales and service employees with customer service and conflict resolution skills improvement.

7. The goals
Cross train all sales and service professionals on application of products and services
Increase sales and negotiation skills of service professionals
Improve customer service and conflict resolution skills
There are three goals for this learning solution.
Cross train all sales and service professionals to increase their knowledge of products and services and how they are applied in the field.
Increase the sales and negotiation skills of the service professionals so they can more effectively promote and sell additional products and services out in the field.
Improve the customer service and conflict resolution skills of all sales and service professionals to better meet the needs and expectations of customers.

8. How do we make it work?
Cross train all sales and service professionals in the field via job shadowing
Hold a sales and negotiation workshop to train service professionals
Offer online training on customer service
Hold a workshop for conflict resolution
All sales and service professionals will need to be trained in an hands-on environment out in the field. This will help them see how the products and services are applied out in the field. They will need to job shadow or apprentice with an experienced service professional to gain real-world experience and knowledge in this area. A sales and negotiation workshop should be held to allow service professionals to role play and learn sales techniques from experienced sales professionals and/or instructors. Online training for customer service as well as a conflict resolution workshop should be offered to all employees to help them better meet the needs and expectations of customers.

9. Lone wolf Focus is on individual employee
Communication is not consistent
Lack of peer support
Limited knowledge sharing
Working in silos creates a breakdown in communication and consistency in the company. When someone has knowledge and skills, but they don’t share with their team members, it can create a skills gap if someone has to miss work. Hoarding knowledge and skills is not healthy for employees or the company.

10. We are the Heroes of Arrow!
Leader of the pack
the Focus is on our team
Consistent and open communication
Cross-training and support from team members
Grow the team with shared knowledge and skills
We are the champions.
We are the Heroes of Arrow!
We must change our focus to be on our team. This is how we will have open and consistent communication. Cross-training and knowledge sharing is the only way we can push ourselves and our team to reach our full potential. Our motto is “Beyond the Call.” In order for us to meet that challenge, we must work together and push one another to be our very best.