Component – Instructional Event Summary

Course name: SalesForce: Selling with Service Date:Oct 15, 08 Reviewer: mdm

Component name: Course Introduction KHWP

Instructional Events / Tell / Ask / Show / Do / Multimedia / Feedback / Guidance / Coaching / Structure / Peer / Comments
Lost opportunity / W video showing no sale
List 3 consequences / W
David makes sale / W video showing sale
4 steps to a sale / H
The more you know / W
Q1 / H
Q2 - Q5 / W

Comments: Procedure:

This is introductory. Shows two consequences one good the other bad. Lists the major steps to selling that will be expanded during the course. Asks learners to remember consequences and the steps. / Use this form when a given instructional component has a large number of individual instructional events. The purpose of this form is to help you keep track of these events.
1. Identify the instructional component
2. Check the type of learning involved what is it – kinds (K), how to do it (H), what happens(W), whole problem (P)
3. List the instructional events one event per line. An instructional event is a single tell, ask, show or do.
4. Check if there is no violation of a multimedia principle. Comment on violations if they do occur.
5. Check if the event includes feedback, guidance, coaching, structure or peer collaboration or critique
6. Make liberal use of comments to help you remember details of events.

Component – Instructional Event Summary

Course name: SalesForce: Selling with Service Date:Oct 15 08 Reviewer: mdm

Component name: Greet the Customer page 1 of 2 KHWP

Instructional Events / Tell / Ask / Show / Do / Multimedia / Feedback / Guidance / Coaching / Structure / Peer / Comments
Introduction / David bad greeting video followed by a good greeting
Steps to greet the customer
Q1 - Q5
A friendly approach / W First impression
2 negative 1 possitive example
W Help customer feel comfortable
David demonstrates friendly approach
3 steps to friendly approach

Comments: Procedure:

This approach shows a whole good greeting in the introduction than it breaks this down into parts and demonstrates each part of the greeting. There is really only one example, David, which is used throught the instruction. / Use this form when a given instructional component has a large number of individual instructional events. The purpose of this form is to help you keep track of these events.
1. Identify the instructional component
2. Check the type of learning involved what is it – kinds (K), how to do it (H), what happens(W), whole problem (P)
3. List the instructional events one event per line. An instructional event is a single tell, ask, show or do.
4. Check if there is no violation of a multimedia principle. Comment on violations if they do occur.
5. Check if the event includes feedback, guidance, coaching, structure or peer collaboration or critique
6. Make liberal use of comments to help you remember details of events.

Component – Instructional Event Summary

Course name: SalesForce: Selling with Service Date:Oct 15 08 Reviewer: mdm

Component name: Greet page 2 KHWP

Instructional Events / Tell / Ask / Show / Do / Multimedia / Feedback / Guidance / Coaching / Structure / Peer / Comments
A warm greeting / W puts people at ease
Dave's warm greeting
Properties of warm greeting
When to shake hands
Importance of first impressions
Review steps in friendly approach

Comments: Procedure:

Use this form when a given instructional component has a large number of individual instructional events. The purpose of this form is to help you keep track of these events.
1. Identify the instructional component
2. Check the type of learning involved what is it – kinds (K), how to do it (H), what happens(W), whole problem (P)
3. List the instructional events one event per line. An instructional event is a single tell, ask, show or do.
4. Check if there is no violation of a multimedia principle. Comment on violations if they do occur.
5. Check if the event includes feedback, guidance, coaching, structure or peer collaboration or critique
6. Make liberal use of comments to help you remember details of events.

Component – Instructional Event Summary

Course name: SalesForce: Selling with Service Date:Oct 15 08 Reviewer: mdm

Component name: Greet 3 KHWP

Instructional Events / Tell / Ask / Show / Do / Multimedia / Feedback / Guidance / Coaching / Structure / Peer / Comments
Open ended question / David asks question
W encourages conversation
Recognize a yes/no question
List steps in friendly approach
A sincere response
Woman sales rep
Types of questions
W likely to share … steps in friendly approach W helps customer feel comfortable
Q 1,3,4,6,8
Q 2, 5, 7 Note however that these are only part skills like open-ended question or listening not the whole step

Comments: Procedure:

I did not do a complete event description of the rest of the Greet module but the pattern is very similar ao the evaluation is pretty much the same. / Use this form when a given instructional component has a large number of individual instructional events. The purpose of this form is to help you keep track of these events.
1. Identify the instructional component
2. Check the type of learning involved what is it – kinds (K), how to do it (H), what happens(W), whole problem (P)
3. List the instructional events one event per line. An instructional event is a single tell, ask, show or do.
4. Check if there is no violation of a multimedia principle. Comment on violations if they do occur.
5. Check if the event includes feedback, guidance, coaching, structure or peer collaboration or critique
6. Make liberal use of comments to help you remember details of events.


First Principles Course Evaluation Rubric

Course Name: Salesforce:Selling With Service URL:

Reviewer:mdm Date: 9/30/08 Page of

Component Skills: / What? / How? / Why? / Comment:
Course Introduction / In the course introduction both a desired and undesired consequence are illustrated.
Course Introduction / In the course introduction the steps are introduced. We haven't scored this introduction because it isn't a component skill.
1. Greet the customer introduction / Both a positive and negative demonstration of this step is illustrated. The guidence comes as the substeps and subsubsteps are illustrated
2 A friendly approach / The whole friendly approach is illustrated and the 3 steps in friendly approach are listed.
2a. A warm greeting
2b. Open ended question / Contrasts an inappropriate approach. Recognize open ended questions exercise + Q2 Q5
2c. Sincere response / Recognize sincere response Q7
3. Purpose statement / Tells what happens briefly. Next segment shows 2 examples of purpose statement. Activity recognize 2 examples of purpose statement.
3a. Enthusiasm
3b. Discovery / Tells why…
3c. Sell benefits
3d. Ask permission
3e. Introduce yourself
4. Just looking / Q7
4a. ok to look
4b. Helpful
4c. Tell Purpose / Q6 Q8
4d. Patience / Tells why to leave alone.
5. Reaproach
5a. Friendly question
5b. Listen / Which shows listening?
5c. Ask interests, needs
5d. Share purpose
Whole Problem:
The whole step greet the customer is shown but the whole sales activity is not shown except in pieces as each step is illustrated.

N = 21 ΣC = 90 P = 0 Score = (.75 x ΣC)/n + .25P = 3.2

Comment: / Key: / Tell / Show / Multimedia / Guide / >=3 / Structure
Ask / Do / Feedback / Coach / >=3 / Peer

This course is a very detailed demonstration of a complex sales procedure. It starts by identifying the 4 steps in a successful sale: 1. Greet the customer 2. Discover Customer Needs 3. Present Solutions 4. Close with confidence. Then each step is further broken down into substeps. "Greet the customer" has 4 substeps: a. a friendly approach b. the purpose statement c. handling 'just looking' customers d. reapproaching customers. Then each of these substeps is broken down one more time into detailed demonstrations of the steps within the substep. "A Friendly Approach" has 3 subsubsteps (1) a warm greeting (2) an open ended question (3) a sincere response. A similar instructional approach is used for each of these substeps and each of these subsubsteps in the sales procedure.

This course is very good at breaking the sales act into steps and illustrating each step. There is a smattering of do spread throughout the course but no consistent application. All of the application is at the lowest subsubstep level. There is no integrated application of a whole step nor the whole sales procedure.

The course tells, shows and guides each step in the sales process basically one time. There is a little do but not consistent. There are occassional multiple illustrations but not consistent.

How can this course be improved? (1) Introduce at least two more examples of each step. Show one example of the sales process from beginning to end at the beginning of the course. Then break this example down to illustrate each step, substep, subsubstep as this course has done. (2) Illustrate a variety of how to do each step by having two different sales associates illustrte each step or having the learner recognize each step by another sales associate and indicate whether or not it was done correctly (included all the subsubsteps). (3) At the end of the course have another sales presentation and have the learner identify each step in the procedure and rate its effectiveness. (4) Show another whole sales presentation that was not successful. Have learners work in small groups to determine why the desired outcome was not achieved in other words trouble shoot the sales presentation. If this step was repeated 2 or 3 times this would be a world class course.