It’s no secret that most of us learn best by doing as opposed to merely watching, which is why so many trainers recommend using role-play to teach customer-service and sales techniques. As an article at Ready Training Online explains, “Think back to how you learned to drive a car and you can see why role-playing is so effective. Did you watch a quick video and then jump behind the wheel? Probably not. Someone showed you the proper techniques, then you went through the motions in a parked car…”, and so on. They don’t just hand out licenses without prepping you, right?
Admittedly, role-play can feel a bit silly when you’re doing it. Unless you happened to take drama in high school and practiced improv, then whole process can feel alien. But that’s okay because the process of customer service and sales can feel strange when you first start, too. In a way, role-play offers a great opportunity to get the awkwardness out ahead of time before customers enter the picture and the stakes are raised.
The aforementioned article gives tips for conducting a good role-playing session. These include setting the scene, identifying the behaviors you’re after, and discussing each scenario after, among others. Note well that this is a great group activity, too, even for veterans, as it’s a team-building experience.
To set the scene, you want to paint as detailed and realistic a picture as possible for the trainee, and then see how he or she handles that given scenario. Start with the most common type of interactions you expect the employee to handle before moving on to anything challenging. In a restaurant, for example, you might give a scenario of two business people there for a quick lunch. How would a server position and upsell products in light of their short visit? (E.g. offer quickly produced but high profit meals, like soup and sandwiches, mention that desserts can be boxed up, and so on.)
When identifying the behaviors you’re after, don’t keep these a secret. Write them down “on a white board,” or something similar, so as to reinforce how employees should respond to different situations. Themes like empathy, listening for comprehension, and being specific with recommendations are key. You don’t necessarily have to give trainees the exact words to say, as that would just lead to stale memorization and parroting. Give them ideas and let them express those in their own words.
And finally, it’s critical to review everything that happened in the role-play scenario, “pinpointing good aspects and areas that need improvement.” This too can be a group activity, as the instructor could ask the others, “What’s another way we could handle this situation?” Sometimes there is more than one right answer, and inviting audience participation allows everyone to stay engaged, even when they’re not in the hot-seat. Never embarrass a trainee for making mistakes, only explain how to improve.
Role-play is but one of many tools in a manager’s belt, but it’s one that many have hesitant to try. If you’re considering conducting such an activity, reach out to us and we can consult with you. Additionally, you’ll want to keep an eye on your employees long-term to ensure those lessons stuck and that good behaviors are reinforced and rewarded. A well-trained staff will pay for itself in no time. To do that, you’ll want to learn about our world-class mystery shopping solutions. Let’s get started today!
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