Sales Unit Job Aids Design Project

While working for a telecommunications training company, BSI members designed and developed a suite of job aids for the business sales division of a national U.S. telecommunications corporation.

These job aids were designed and developed as a core component of a training course.

Because the division’s Customer Service Representatives (CSRs) were not conducting sufficient inquiry into and analysis of the client’s specific business processes, they frequently recommended systems that ultimately did not meet the clients’ needs. As a consequence, the company lost business because of client dissatisfaction.

The challenge was to design a solution that would provide CSRs with the skills, knowledge, and support tools they needed to better identify and meet complex customer needs.

An integrated suite of job aids, developed as part of an instructor-led training course.

We created The Customer Needs Analyzer, a linked series of diagnostic questionnaires that acted as a problem-driven decision tree, guiding the CSR’s interview and analysis activities.

The diagnostic portions of the forms served to formalize the CSR query process, ensuring that small but significant needs were not overlooked. The analysis portions guided the customer solution development process, ensuring that the proposed system both met the client’s current business needs and allowed for future scalability.

The Customer Needs Analyzer also acted as a document of record, facilitating follow-through actions on the part of other company sales and support staff.

The Analyzer was initially created in paper format so that it could be piloted in the field before being implemented in electronic format.

Recommendations for conversion into a computerized performance support system were submitted to the client. The report outlined how the Analyzer could be integrated with other existing sales applications to form a unified business sales support system.

The Analyzer was deemed so useful that it was deployed in the field even before completion of the training course pilot.

Tell me about your track record in designing job aids as part of a:

• signature verification performance support system
• contract management performance support system

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