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

Hatcher, Caroline A. (2007) 'Pulling the ripcord' : using communication training to improve sales performance at EB games. In Page, Deborah & Zorn, Theodore (Eds.) Management Communication: Australian and New Zealand Case Studies. Pearson Education New Zealand, North Shore, NZ, pp. 82-90.


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.

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ID Code: 13265
Item Type: Book Chapter
Additional Information: For more information about this book please refer to the publisher's website (see link) or contact the author.
Additional URLs:
Keywords: Communication, Training, Performance, Sales, retail
ISBN: 9781877371356
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Organisational Planning and Management (150312)
Divisions: Current > Research Centres > Australian Centre for Business Research
Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2007 Pearson Education New Zealand
Deposited On: 09 Apr 2008 00:00
Last Modified: 05 Jan 2011 13:36

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