Académique Documents
Professionnel Documents
Culture Documents
PJ Enterprises
By Team 3: Coast to Coast
Media [EK]
The course will utilize the following media:
Computers and telephone equipment for operators to practice
PowerPoint presentations
Recorded Calls
Ownership [EK]
Training materials will be owned and modified by PJ Enterprises after the initial train the trainer
session and the initial rollout.
Please sign below indicating agreement with the proposed course plan and approving start-up
of the development phases.
Christopher Bland
Instructional Designer
8/7/2016
Date
Jane McKenzie
Project Manager/Sponsor
8/7/2016 ________________________
Date
[jem13]
Mins.
Task /
Objective
Topic / Key
Concept
Instructional
Method
Assessment
Method
Assessment
Description
Visuals / Media
Support
1A 10
Introduction
N/A
1B 5
Course
Overview
N/A
1C 5
PJ
N/A
Enterprises
Mo
dul
e 1:
Pho
ne
Etiq
uett
e
Presentation of N/A
Information
N/A
PowerPoint slides
with details
Lecture
N/A
N/A
Presentation of N/A
Information
N/A
1D
15
(IIV)
Telephone
N/A
Operator
Responsibili
ties (Taking
Orders,
Customer
Service,
Selling
Products,
Process
Returns)
Presentation of N/A
Facts
N/A
2A 20
Answering
the
Customer
Call
Demonstration Demonstrate
using
task using
guidelines as
guidelines
examples
The instructor
will
demonstrate
how to
properly
answer the
incoming
calls.
To learn
how to
answer all
incoming
calls
2B 20
When and
How to
Transfer
and Hold
Calls
To learn
when it is
necessary
to hold
and
transfer
calls and
how to do
both
Demonstration Demonstrate
using
task using
guidelines
guidelines
examples
The instructor
will
demonstrate
how to
properly place
a call on hold
and transfer a
call
Examples of
Guidelines
used:
-Say, "One
moment
please, and I'll
check to see if
someone is
available to
assist you."
-After having
the caller on
hold, be sure
to thank them
for holding
before you
continue with
the next step
of the
process.
-Say, "Hello
Mrs. Smith,
thank you for
holding. I am
going to
transfer your
call to Mr.
Jones, one
moment
please." If the
caller thanks
you, be sure to
tell them,
"You're
welcome."
3A 30
Phone
Etiquette
N/A
Lecture and
N/A
Video with
review of
guidelines and
principles:
-Speak clearly
and slowly.
-Pleasant
tone.
-Put a smile in
your voice.
-Express
energy!
-Volume: Too
Soft, Just
Right or Too
Loud.
-Let the caller
speak. Do not
interrupt.
-No matter
how badly your
day is going,
never let the
caller
know. Always
be pleasant to
your customer
-Give the caller
your undivided
attention.
N/A
Video of
Trainertainment:
Good Call vs. Bad
Call"
https://www.youtu
be.com/watch?v=t
4w46RPukbc
3B 20
Call
Protocol
When a
customer
calls
,learners
will greet
customers
and follow
the PJ
enterprise
guidelines
and
protocol
3C 30
Ensuring
Customer
Happiness:
Handling
Customer
Complaints
Given a
call from
an
unhappy
customer,
learners
will be
able to
apply
customer
service
skills to
resolve
issues and
complaints
Discuss ways
to handle
customer
complaints
Role Play
methods
discussed in
class to
approach each
situation and
resolve the
customer's
complaint.
3D 20
Role Play:
15
Given two
scenarios
of
customer
calls,
learners
will
practice
application
of Phone
Etiquette
principles.
Demonstrate
task or role
play
applying
principles and
guidelines/rule
s
Practice or
demonstrate
task with a
role play.
N/A
N/A
1A 20
Product
Guide
Overview
N/A
Presentation of N/A
facts
2A 10
How to find
the PDF
Catalog
Guide
Given the
Demonstratio
new
n of
product
procedure
guide on
their
computer,
the learner
will identify
how to
locate the
product
guide in
the
company
intranet.
Mo
dul
e 2:
Pro
duc
t
and
Pro
duc
t
Gui
de
Trai
nin
g
Guided
Practice
N/A
The instructor
will walk the
operators
through the
process of
locating the
new product
guide PDF
file.
2B 20
How to
Search for
Products
The
Demonstratio Guided
learners
n of procedure Practice
will be
guided
through
the search
features of
the new
product
guide PDF
and
different
ways they
can use
search
terms.
The instructor
will guide the
operators
through the
use
ofCtrl+FandSh
ift+Ctrl+Fto
search for
products in the
product guide.
Activity 1
UsingCtrl+F,s
earch for
every instance
of the
following
words and
identify the
amount of
results
Sofa___
Knife___
Juicer___
Mixer___
Flat
Screen___
Activity 2
Using
Shift+Ctrl+F,s
earch for
every instance
of the
following
words and
identify the
amount of
results:
42" Flat
Screen
TV___
Outdoor Sofa
Set___
Ottoman__
Entertainment
Center___
Activity 3
Answer the
following
questions:
Which search
option offered
more results?
Which search
option found
your items the
fastest?
When do you
think you
would
useCtrl+Fvs.S
hift+Ctrl+F
2C 30
How to Find
Product
Information
in the
Product
Guide
Given the
Demonstratio
product
n of
guide, the Procedure
learner will
learn how
locate the
product
informatio
n in the
guide.
Guided
Practice
The instructor
will guide the
operators
through the
process of
locating a list
of products
and identifying
their
information in
the product
guide. The
instructor will
ask random
learners about
the product
information
they found to
repeat back to
the class.
The instructor
will give a list
of products to
the
operators.
The operators
will use the
search tools
(Ctrl+ForShift+
Ctrl+F) to find
the products
and the
product
information in
the guide.
The instructor
will then ask
specific
questions
about the
products on
the list.
An operator
will respond to
the instructors
question about
the product
using the
information
provided in the
guide.
Example
Questions
What color
options are
available for
the Topeka
outdoor
lounge
chairs?
What are the
dimensions of
the Topeka
outdoor
table? How
many people
does it sit?
Is the 55
SonyVizioD552D model
aSmartTV? Is
it 1080P HD or
Ultra 4K
resolution?
3A 20
Product
Categories
and
Examples
Given
products.
Learners
will match
products
and their
description
their
correspon
ding
category.
Demonstration
of matching
products to
products with
examples
Matching
Activity
product
characteristic
to Categories:
A.Sports
B.Kitchen and
home
C.Outdoor
D.Tools
E.Furniture
1.A tool that
can remove
striped screws
on one end
and can install
screws in on
the other.
2.A decorative
garden gnome
designed to art
to your yard
and character
to your flower
bed.
3.Wheather
its for a kids
room or
college dorm,
this futon
serves
multiple
functions as
an extra bed
or small sofa.
4.It comes
with 5steak
knives, filet
knife, a large
serrated knife,
a sharpener, a
cutting board,
and a butcher
block
5.Practice tee
helps you get
off your golf
game up to
par by bringing
the driving
range to your
backyard
3B 50
Product
Samples
and the
Fall/Holiday
Products
The
learners
will find
out about
the new
products
coming out
for the
holiday
season
and get to
watch and
participate
in
demonstra
tion's.
They will
also learn
about the
categories
these
products
belong
to.
Presentation of
the most
popular
products and
samples and
the new
specific
products in the
fall/Holiday
catalog.
Product
Trials and
demonstratio
ns.
Scavenger
hunt
checklist
Activity 1
Learners will
explore and try
the product
samples being
used in the
catalog
Activity 2
As they look at
the products,
they will work
through a
checklist
identifying
products and
their
categories
writing them
into the listed
categories on
the sheet.
35
Practice
Activity
A customer
calls in search
of a family size
camping tent
with two doors
and multiple
rooms. He is
taking his
family on a
camping trip in
the mountains
and is looking
for a tent that
will
accommodate
the five of
them
(customer, his
wife, and their
three
kids). You
need to locate
some tent
options for him
and describe
some of the
features that
match his
preferences.
The catalog
has a sporting
goods section
in the table of
contents that
has tents
init[jem35].
As the
operator, your
responsibility
is to use the
search tools
taught in
todays class
to find the
information
requested by
the customer.
20
N/A
N/A