Performance data Summary of initial training outcomes Description Outcome

Performance data summary of initial training outcomes

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Performance data Summary of initial training outcomes Description Outcome Target Number of employees trained in new sales model 367 4,000 TAD32 BSBHRM512 Version: 2.2 Implemented: March 2020 To be reviewed: March 2021 Responsibility: Head trainer © The Wales Institute Pty Ltd Page 58 of 62
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BSBHRM512 Develop and manage performance-management processes Number of employees trained in sustainability practices 270 4,000 Average assessment score of trainees completing the training 90% 80% Manager observation of trainees’ skills on-the-job (use of the new sales model; knowledge of sustainability practices) Randomised observations show that 45% of trainees apply some features of the sales model they were trained in and there is some use or mention of sustainability practices 80% Revenue per trained salesperson/month $20,000 $35,000 Customer awareness of sustainability practices 68% of customers are aware of sustainability practices 95% aware Customer experience satisfaction ratings 67% of customers report being satisfied with their Australian Hardware shopping experience 95% satisfied Interviews with employees and level 1 feedback Interviews with sales employees immediately after training found that sales employees: reported that they enjoyed training very much had thought the training and assessment would be much more difficult than it turned out to be found the ten question multiple choice assessment easy and convenient are not sure if they would be able to apply knowledge in face-to-face dealings with customer. Interviews with managers Interviews with line managers yielded the following general observations: Employees displayed initial enthusiasm after the training Employees are generally unable to transfer learning to actual interaction with customers, for example: sales staff do not mention sustainability as important differentiator for Australian Hardware TAD32 BSBHRM512 Version: 2.2 Implemented: March 2020 To be reviewed: March 2021 Responsibility: Head trainer © The Wales Institute Pty Ltd Page 59 of 62
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BSBHRM512 Develop and manage performance-management processes sales staff do not follow sales model and forget to ask customers about their specific needs and possible future needs. Service agreement 1. Service Agreement Service Agreement dated: 3 January 2014 Between Train Your Way Up Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers And Australian Hardware Human Resources Service Agreement Sponsor – Susan Black, Human Resources General Manager 2. Scope of services Sales training to upskill sales staff in the new sales model: 1. Greet the customer. 2. Proactively ask questions to identify the customer’s needs. 3. Present possible solutions and discuss sustainable or environmentally friendly options where relevant.
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