'Pulling the ripcord' : using communication training to improve sales performance at EB games

Abstract

This case illustrates the challengers of and opportunities for increasing business sales success when effective communication training is used to motive and train staff. The case demonstrates sales managers attempting to improve their on-the-job sales training effectiveness by learning to use communication techniques, with the ultimate goal of helping staff develop the expertise to sell products more effectively. It also shows the challenges in training transfer. The case is based on a training initiative in which I was involved at EB Games, a retail video games store chain. The case overview and documents are broadly based on the trainers'' and participants'' experiences, with participant names changed.