e-Learning

Audience: New sales team employees with no prior knowledge of hockey or the team.

Problem: New employees do not have the knowledge of hockey rules and/or the team to communicate effectively and engage with potential customers. The goal is to increase ticket sales by 20%. 

Solution: This training provides knowledge of basic hockey terms, facts about the team, players, and ticket deals and how to use this knowledge to engage with customers to increase ticket sales. Each learning objective has a sample conversation with a customer.

Highlights: This training is set up to engage learners through images and sample conversations with customers.

• Chunked into sections (terms, areas of a hockey rink, ticket packages/specials, star players with game night they are highlighted, timeline of playoff history)

• Multiple types of interactions

• Scenario-Based Quiz

Process: Customers are more likely to purchase tickets from someone who is knowledgeable about what they are selling and offers tickets that match the customer's interests. This training was built to first increase the knowledge of the sales team and then provide conversations that a sales team member may have with customers.

• Kirkpatrick's Level 2 Evaluation - 3 ungraded Knowledge Checks, 1 Practice Scenario  and Final Scenario-Based Quiz

• Kirkpatrick's Level 3 Evaluation - Learner will answer and make calls with supervisor for 3 shifts after completing training. Records of future calls will be reviewed by supervisor after two weeks. 

Tools: Rise, Canva, PowerPoint

Audience: Current and new hire apprentices without a college degree or tech school training. They are mechanically inclined and know how to use a voltage tester and basic hand tools. 

Problem: Generators are critical for providing backup power and ensuring uninterrupted service for Cool Hand Electric’s residential clients, but most electrical apprentices do not have experience with generator components or maintenance. To address this, our goal is for 100% of apprentices to demonstrate competency in generator maintenance by the end of their training program. This includes the ability to safely perform key tasks such as conducting routine inspections, diagnosing common generator issues, and performing oil and filter changes. 

Solution: This training equips apprentices with both knowledge and skills to troubleshoot and maintain generators efficiently and communicate effectively with customers.

Highlights: This training engages learners through a continuous scenario of an apprentice preparing to leave for a customer's house to perform his first solo generator tune-up.

• Chunked into sections (generator parts and what to look for, isolating power, steps for maintenance, what information is important to communicate with customer)

• Multiple types of interactions

• Scenario-Based Quiz

Process: I initially contacted the owner of Cool Hand Electric about trainings that he believed would be beneficial for his company and employees. After establishing the idea for the training, I met with him to gather subject matter information and better understand what his goals were for the training. He provided me with some images, steps for different processes, and how he wanted his apprentices to interact with customers. After he reviewed the completed training module, I implemented changes he suggested. Permission was acquired from the owner to post this training as is.

• Kirkpatrick's Level 2 Evaluation - 3 ungraded Knowledge Checks and Final Scenario-Based Quiz

• Kirkpatrick's Level 3 Evaluation - On-site practice with a lead tech within the week. Lead tech will observe the apprentice before the apprentice is sent on their own. Lead tech will do a follow-up check on skills at the office after a month. 

Tools: Storyline, Canva