Overview

A Sales Department sales representative is responsible for renewing their customers’ contracts on an annual basis. To help them keep track, every rep receives a report that shows all customers’ contract status, highlighting those that are nearing their expiration within sixty (60) days. Upon a rep seeing any of their customer accounts meeting that 60-day period, they start taking measures to renew the contract before it expires. With that in mind, the Sales department needed assistance in developing a guide for their team to follow that covered the following: 1) Preparing before a meeting with the customer; 2) Negotiating with the customer; and 3) Following up with the Pricing department and customer to finalize the contract renewal. This course was developed with the intention of standardization the steps in the process of contract renewal and providing some tips and best practices for the sales account executives to achieve success.

Design Approach

I decided an instructor-led video course would best suit the material for several reasons. For one, the material covers using various software to pull up reports that the sales reps use to make an analysis and make notes of talking points for the meeting with the customer, which meant we needed to show different screens while presenting the information. Also, we are providing a list of steps to follow. By including an instructor (talent), I created a sense of a classroom setting that may help the learner better follow and digest the information. At the end of the module, a quiz is administered to measure how well the end-users understood and retained the information presented.

Process

Research and Brainstorming — Met with Subject Matter Experts (SME) to learn the contract renewal process and collect all the information about the steps and tips proposed. Gathered support materials such as related emails, reports, screenshots, and video recordings. Prepared outline to organize the structure of deliverables.