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Apr 3, 2024

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Thomas McCulloch Southern New Hampshire University HRM 350 Learning and Development February 11, 2024

Memo To: CEO of Sparkles Software From: Thomas McCulloch, Human Resource Generalist Date: February 11, 2024 Subject: Sales Training Plan for Existing and New Sales Employees Plan Overview Learning and development should leverage the human resources department and the management team. Working together to help create a comprehensive, efficient, and easy learning environment is essential to the success of any learning and development program. Learning and development “…involves analyzing skills gaps in your business and designing training programs that empower employees with specific knowledge and skills that drive increased performance” (Symonds, 2023). The plan is intended to keep employees on track and determine areas for improvement through data collection and testimonials from managers. If this process receives the necessary attention and resources, it can be utilized for years to come and help support employee growth. Our sales team is developing a training program that will help enhance the sales team’s soft skills and technical skills. The soft skills that can be improved include customer service, sales techniques, and active listening skills. The three courses currently being offered are Sales 101 which is a great entry course to allow the representatives understand their core job responsibilities. Next there is Salesforce Software proficiency. This course teaches the importance of Salesforce and teaches how to properly utilize the system. Lastly, Soft Skills for

Sales Professionals is a course that is constantly evolving and will have soft skills in the curriculum that are meant to improve the effectiveness of the sales techniques. Through survey data and manager input these classes will continue to grow and evolve as time progresses. As pain points are identified more training may be put in place to help everyone stay on the same page. We want to create a culture of efficiency, improvement, and teamwork, through these trainings this culture can come to fruition. Current takeaways from the survey indicate that more than half of the sales staff have not completed the Sales 101 training. Also, 28% of the team has only completed one training course. We need to continue to communicate the importance of these training courses to the team and ensure they are completed in a timely manner. Learning Pathway We have identified four learning objectives to focus on:  Have a basic understanding of sales practices and techniques.  Utilize Salesforce to manage and maintain sales takes and client interactions.  Continue to develop customer service and active listening skills to improve the sales experience and retain client engagement.  Improve time management skills and prioritization of training programs despite busy scheduling. Learning Management Systems (LMS) are great for training and development and if utilized properly can help manage and track training progress. This type of training module is not without cost and thus it is up to the training and development team to assess the costs versus the benefits. Learning with an LMS is made simple and organized. Most of the material is available

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on a digital database allowing for unlimited access to the resources. This can help reduce time needed, learning costs, and helps consolidate training. Disadvantages include administrative costs and setup time, requires IT and programming knowledge, and may lack features (Pros & Cons of Learning Management Systems: Goguardian, n.d). Communication Strategies Training is important throughout the company and should be treated like an investment in our employees. This mission and value need to be communicated throughout the company, from top to bottom. Our customers want a knowledgeable, polite, courteous, and thoughtful sales representative. This helps foster a positive relationship with the customers and helps build brand loyalty to us and our products. These courses should be looked at by the employees as not an inconvenience but a chance to further their skills and make their jobs easier to perform. This culture needs to start from the top and work its way down from leadership to management to the individual contributors. Leadership: When a company leader shows their commitment to training it does more than just improve the skills of their employees. They create a culture of opportunity, growth, and self- improvement. This type of culture creates a positive environment where people want to improve their skills and become the best version of themselves possible. This type of culture needs to start from the top and the messaging will reach throughout the company. To help facilitate this culture, companies can put forth initiatives that enforce the values. These initiatives include readily available resources, training programs, self-guided assessments, and a healthy training budget. Training is an investment and should be treated as such.

Management: Resource: Judge, T. A., & Kammeyer-Mueller, J. D. (2022). Staffing organizations. McGraw-Hill Training is increasingly important as jobs become more technical and specialized. Management can be leveraged to help give insights into soft skills that need to be taught to their employees. For example, in auto insurance, the workers should be taught skills like empathy, active listening and other customer service skills to improve their connection to the customers. Management should know the technical skills required to perform tasks as well and can give direction to the training team on what skills could be further developed. Management is integral to the success of training through additional resources, time management, and encouragement. Managers should be a beacon of the messaging set forth by leadership. Individual Contributors: Training will only be as good as though willing to learn. Making the training easy to understand and accessible is a good place to start. This will reduce the headache some employees may have when undergoing the training programs. If the leadership and management are committed to the growth and learning mindset then this should be felt by the individual workers. Training is in place for them to improve their skills and become more successful as a result. It not only improves their job performance but opens them up to opportunities, showing their commitment to the company and their career growth.

Thank you, Thomas McCulloch Human Resource Generalist

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References: How bosses can support their employees’ development. CCL. (2020, July 6). https://www.ccl.org/articles/leading-effectively-articles/practical-ways-boss-support- development/#:~:text=Our%20findings%20revealed%20that%20when,on%20the %20teams%20they%20lead . Pros & Cons of Learning Management Systems: Goguardian. RSS. (n.d.). https://www.goguardian.com/blog/learning-management-systems-pros-cons Symonds, C. (2023, September 5). What is the role of HR in learning and development (L&D)? - factorial. Factorial Blog. https://factorialhr.com/blog/learning-and-development/#what-is- l-d

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