We created an innovative training model called The Diamond Game, which simulates challenging customer service situations at different stages of the sales process. The aim is to build participants’ capability to solve tricky situations and permanently change their behaviours.
The game helps to facilitate training and enables the trainer to service a larger group of staff at the same time.
The game utilises the principles of participatory learning. Participants own problem solving skills, critical thinking, self-expression and willingness to stick their own neck out are key to adopting new skills. Correct answers aren’t passed out, sharing experiences is encouraged instead.
We implemented the game through train the trainer which enabled us to put the training into practice for all relevant staff quickly. Hellon trained 12 and those went on to train more, equalling 65 qualified sales trainers in total. They in turn trained the sales personnel, creating an entirely more customer-centric sales organisation.