Training and Development HRM 4280
Final Case Assignment – Request for Proposal
(Worth 30% of your final grade)
The following Course Learning Outcomes are assessed in this assignment:
CLO1, CLO2, CLO3, CLO4, CLO5, CLO6, CLO7, CLO8
Purpose:
As an HR professional, it is reasonable to predict that one day you’ll be tasked with selecting a training
solution to address an internally identified performance gap. This would involve evaluating vendor
responses to a Request for Proposal (RFP) based on your knowledge of what a good training course
looks like. This assignment has you evaluate training solution proposals from two vendors, against a
discreet set of criteria, and recommend to your Director, HR, which training proposal you think will best
address the training need.
Instructions:
Read the assignment IN FULL before proceeding with its completion. There are two activities to
complete this assignment:
1. Read both vendor proposals.
2. Using the template, answer the questions in this assignment.
Problem:
The ‘All Clear’ beverage company sales are in decline and the leadership team has determined Sales
Training is required based on the Needs Analysis that was conducted internally. The Needs Analysis
identified salespeople have difficulty handling objections during a sale which leads to no sale in many
cases. There are training proposals from two vendors, and both are equal in Cost, so your evaluation is
to be based entirely on the quality of the proposal criteria outlined below.
VENDOR #1
ACME Sales Training Proposal
Executive Overview
ACME Sales Training is an organization with 17 years of experience helping organizations establish and
enhance their selling skills. Our team consists of:
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Allan Simms, MBA
Christine Spencer, M.Ed.
Mark Brown, M.A.
Elizabeth Simms, Ed.D.
Our mission is to create impactful and memorable learning that establishes and enhances performance
and business results. Our client list spans all sectors of industry, both private and public entities, our
specialty rests within Consumer-Packaged Goods.
Our Plan
Having reviewed the results of the Needs Analysis, our team proposes the following solutions as a
Training Program to close the performance gap of Handling Objections. We will use the next four stages
of the ISD process (following the Needs Analysis) as follows.
DESIGN
We have determined the learning objectives to be as follows:
1. Prior to attending the two-day training course, using an online eLearning platform, all trainees
will review the stages of a sales call and then the selling cycle. Prior to attending the in-class
training course, all trainees must pass an online quiz with a minimum of 80%.
2. During the in-class portion of the training course, using lectures and table sharing, trainees will
learn about influential communication techniques to use when handling objections.
3. Using role plays and custom-built scenarios, trainees will practice handling objectives using
influential communication techniques. The facilitator will observe the role plays and provide
feedback for improvement.
DEVELOPMENT
We acknowledge your trainees may have a range of selling experience, so our development team
proposes the following adult learning techniques and methods to ensure everyone benefits and the
performance gaps close.
eLearning
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Scenarios will put the trainees in the experience, and they will experience the consequences of
their decisions not only intellectually but will see what happens as a result (close the sale, get
commission, or lose the sale and see who does and why).
Pause-points throughout the training to allow for trainees to reflect on the learning so far,
attach key points to personal experience, this way they remember things and their performance
can improve.
In-class
Our skilled facilitators will draw your trainees out (although, let’s face it, Salespeople aren’t usually shy!)
with provocative questions, engaging activities and then force reflection and learning through verbal
sharing and journaling activities to drive home the key points.
Handling objections is both a communication skill and an intellectual pursuit. Getting inside the mind of
the buyer to anticipate objections is the intellectual component, and the communication skill in
responding to the objection is where it all comes together. Role playing (we know, everyone ‘loves’ to
role play) makes this practice, perfect.
The methods we would use include lecture, role-plays, games (because we know salespeople like to
compete) and reflection using written exercises.
IMPLEMENTATION
The training course will take two days. The schedule is as follows:
Day One
Introductions / Expectations / Rules etc.
Game reviewing eLearning topics
Topic: What is an Objection?
Topic: Influential Communication – A Model
Lunch
Practicing Influential Communication – Role Plays
Wrap up Day One
Day Two
Review Key Points from Day One
Review and Reflect – Facilitated Discussion on
the Influential Communication Techniques
Preparing for Handling Objections – Case studies
Practicing Higher Level Objections – Role Plays
Lunch
Role Plays
Course Ends
EVALUATION
Training is only a good solution if it results in performance improvement so at ACME, we include as part
of our training solution, individual coaching for all trainees. Our program is as follows:
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3-month coaching calls with each trainee – 30 minutes/month for 3 months
Practice with role playing prior to sales calls -virtual or in person, whatever works best for your
trainee
Meetings with trainee supervisors to discuss areas where support is warranted and offers to
train supervisors how to support these news skills of the salesforce.
VENDOR #2
Closing the Sale Training Proposal
Executive Overview
Closing the Sale has been a Sales Training organization since 2002. Operating globally, our team has the
experience and skills to connect with your salesforce and make improvement happen! Our life’s work
has been to impact the bottom line of each organization we work with through proven adult learning
techniques and training that resonate with our audience and cause positive behaviour change. Our
client list can be found on our website, but of importance is to mention we have experience in the
Consumer Packages Goods sector, having worked with Procter & Gamble, CocaCola Beverages Inc.,
Molson Coors, Brock Street Brewing and many more. We understand your selling cycle and your buyers
and can help you turn your current sales shortfalls around!
Our team is looking forward to working with you:
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Celine Phillips, Ed.D.
Scott Baker, MBA
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Tricia Stevens, B.Ed., MBA
Henry Marshall, B.A.Sc.
Our Plan
We acknowledge you have completed a Needs Analysis and that your conclusion is your organization
needs to improve their skills with Handling Objections. Using this information, our first step is to validate
that finding and setup a virtual meeting that would last one hour with six of your salespeople. We want
to do this in order to ensure we design a program that meets the needs of your salespeople. An hour of
engaged dialogue with six of your staff will help us create scenarios that are relevant for the training
course, as well as confirm your findings.
Upon confirmation or clarification of the performance gap, we can then proceed with designing,
developing and implementing the training course.
DESIGN
Assuming the performance gap stems from an inability to handle objections effectively, and bring the
sale to a close, we propose the following learning objectives for this one day course:
1.
Given in-class experiences in the morning, trainees will learn about our trademarked approach
to handling objectives and be tested on it with an in-class gamified evaluation.
2. Using role playing after lunch, trainees will practice using the handling objectives approach with
in-person role plays where feedback for improvement will be provided by the facilitator and
fellow trainees. Additional methods to practice these new skills will include virtual scenarios on
a digital platform where trainees interact with a gamified buyer in a scenario and the game
responds to the methods used by the trainee. This way the trainee gets immediate feedback
regarding closing the sale or losing the sale! Lastly, trainees will take part in mocked-up
telephone sales experiences, as phone-based selling is a common approach in this industry.
DEVELOPMENT
Using our vast library of experience on a global basis, our approaches will incorporate leading edge
techniques as well as custom built solutions unique to your environment. The methods we propose to
use in this one-day course include the following.
In-Person Training Course (One Day)
As described in the learning objectives, our approaches will include facilitator led discussions on our
trademarked techniques to handling objections coupled with proven experiential techniques that
encourage behaviour change, performance improvement and retention.
To review, our techniques will include:
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Interactive, engaged, facilitator led discussion to introduce the performance gap and then our
technique to handling objectives. Essential to this is a review of common communication
mistakes and proven solutions to avoid those pitfalls many salespeople can fall into during a
sales call.
Learning content is nothing without practice, so the methods we propose to use include
practicing the new skills on three platforms:
o
o
o
In-person role plays with fellow trainees
Gamified experiences where the trainee enters into a digital world in a sales experience
and applies the new techniques with immediate consequences both positive and
negative
In-person telephone-based role-plays where the trainee must rely solely on their verbal
communication techniques to build rapport, address objections and close the sale
IMPLEMENTATION - One Day Training Course
The day’s agenda would look like this, pending approval from your team:
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Introduction and Welcome!
Closing the Sale techniques to Handling Objections
Lunch
Practice – Practice – Practice
o Group breaks into three groups, then rotates from one experience to the next:
 Physical in-person role plays o
 Online gamified role plays o
 Telephone-based role plays
Wrap-up Training Day
EVALUATION
To evaluate whether your salesforce has improved its skills when handling objections, we propose a
post-training follow up survey be conducted 2, 4, 6 and 8 weeks after the training. Additionally, we will
conduct follow up coaching calls (15 minutes in length) one week post training, then 3 weeks and
further as needed.
Submission
Create a word document and complete the assignment questions below. Submit your final assignment
via Dropbox. This assignment is due by 11:00 pm, the last day of this course.
Assignment Questions:
1.Briefly describe the ISD process, compare and outline the components. (200 words - 4 marks)
Given the Needs Analysis provided by the company to the vendors, review both proposals and
list at least two strengths and weaknesses from each vendor for: 1) design and delivery and 2)
evaluation. (250 -350 words, 12 marks)
2. Referencing the proposals shared by the vendors, select four learning objectives that you
believe can be achieved (two from each proposal). Identify the performance, condition and
criterion for each objective. If a component is missing, what would you include to complete the
objective? (16 Marks)
3. Take into consideration the length of the course, the training methods and the deliverables
promised, compare the two proposals for these elements. (6 Marks) Identify which proposal best
meets the training delivery needs, support your answer. (250 words - 4 Marks)
4. Compare the training effectiveness measures each company have proposed and analyze
against best practices identified in the course textbook. Which vendor’s approach do you think is
best and why? Support your answers with facts from each proposal and content from the
textbook. Refer to Chapter 14 – Table 14.2, Page 465. (10 Marks)
5. Using the rating scheme that follows, place an ‘X’ in the cell that corresponds with your rating of each
proposal across the criteria listed down the side of each table. Total up the ratings and enter that
number in the last row of each table (‘Total Score’). For example, if you rated each criteria a ‘5’ for
ACME, place an ‘X’ in the column labelled ‘5’ and the number ‘30’ (6 criteria x 5 = 30) in the cell to the
right of the words ‘Total Score’ at the bottom of the table.
Once you have completed rating the two vendor proposals, use your rating scheme to inform your
recommendation to your Director, HR. Write up your recommendation and support it with an
example from each of the six criteria in your analysis of vendor RFPs. Please ensure to include
the rating tables in your submission. (200-300 words -18 marks)
Rating Scheme:
5 points: Fully Meets.
4 points: Meets, with minor gaps (no compromise required)
3 points: Meets, with moderate gaps (some compromise required)
2 points: Partially meets (significant gaps, compromise required)
1 point: Does not meet.
Criteria
‘ACME’ Proposal Score
1
2
3
4
5
2
3
4
5
Application of ISD
Quality of Learning Objectives
Application of Adult Learning Principles
Methods for Delivery of Training
Measures of Sucess – Evaluating Student Learning
Measures of effectiveness – evaluation plan for training
effectiveness
Total Score:
Criteria
‘Closing the Sale’ Proposal Score
1
Application of ISD
Quality of Learning Objectives
Application of Adult Learning Principles
Methods for Delivery of Training
Measures of Sucess – Evaluating Student Learning
Measures of effectiveness – evaluation plan for training
effectiveness
Total Score:
References / Citations
Grading
Grades are outlined for each question.
Please note: The instructor may overrule the grading scheme if there are significant areas of concern.
This could include missing multiple sections, inappropriate use of language, plagiarized material, misuse
of generative AI content and other items which would be discussed as a learning opportunity.