As you watch the video, look out for these learning points:

• Consider whether there are defined phases of the conversation
• Consider the Key Learning Points and Skills which learners should be demonstrating - and where they arise in the timeline of the conversation
• Consider what emotions the learner and character will feel throughout the conversation

To develop an interactive learning conversation outline:

→ Start with the optimal conversation path, or “BEST PATH” → which can then be used as a reference for creating other branches.

• Consider the different phases of the conversation, such as:
• introduction
• getting to know the customer's needs
• making a recommendation, and
• closing the conversation
• Identify the Skills learners need to demonstrate - and at which points in the conversation these skills will be evident.
• Also, consider how Key Learning Points are demonstrated in the conversation, such as asking probing questions and employing consultative selling techniques.
• Consider the emotions that both the learner and the character may experience during the conversation, which may change based on the customer's reactions.

In the provided example, there are nine decision points, including: introduction, inquiry, recommendation, and closing.

• The conversation features a customer named Pete who is shopping for a wearable fitness tracker.
• The learner demonstrates Skills such as: asking probing questions and actively listening to Pete's responses.
• After understanding Pete's needs, the learner makes a personalized recommendation, and the conversation ends on a positive note with the learner attempting to close the sale.

Download a copy of the ERD HERE! →

Scenario Detail

Conversation Outline

Learning Objectives, Key Learning Points

Skills

Scenario Summary