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HUL - Effectively Train Salesforce on the Dealer Network

Client:

HUL

Category:

Service Case Study

Industry:

Retail

Business Requirements

  • HUL wanted a learning solution that would give the TSOs the opportunity to practice their skills and apply their knowledge in practical scenarios that are part of their everyday work-life.  
  • The client also wanted to identify good ‘Retail Stockists’ (RS) in the market and make sure that the association is fruitful for both HUL and the RS.

Challenges

  • Training the sales team is an ongoing challenge for the L&D team in HUL. 
  • While most of the Territory Sales Officers (TSOs) have considerable theoretical knowledge of their job, they often find it difficult to apply that knowledge in the actual work scenario.

Our Solution

  • We conceptualized, create, and deployed the business simulation based training ‘Retail Stockist Management Simulation’ for the TSOs of HUL.
  • We used business simulations to provide a virtual environment for the sales team, where the team members could hone their skills, compete, learn from their mistakes, and strive to do better the next time. 
  • Simulations were delivered into three separate stages – RS Appointment, Infrastructure Management and Deriving ROI and a sequential approach was adopted in every stage– but a conscious effort is made to keep the outcome independent, as it is in actual situations.

Benefits

  • With familiar scenarios and case studies, the unfamiliarity of the medium was diminished. Navigation and controls were also kept simple for ease of use. This increased the learning uptake among the users. 
  • Learners from remote localities logged on to experience the simulation and be a part of the learning initiative. For a learning game that was not mandatory, the simulation got a tremendous response from the learners – in the time-period of just two months from its launch.
  • The learner was free to take the course as many times that he or she wanted. So, if the score at the end of the first attempt was not satisfactory, the learner could re-attempt and score better. This built the competitive learner. 
  • Instant feedback mechanism helped to increase the learner’s knowledge level as well as provide detailed understanding of the concepts. 
  • The certificate at the end of the course was another ‘push’ to complete the Simulation well.
  • The Simulation followed a ‘forced learning’ strategy, where the learners must score a necessary minimum to get ahead to the next level. This made sure that even the most reluctant learners give it their best – not only to perform well, but also to practice and learn.
  • The Simulation also gives support and help to the Learners – as and when they need. This makes sure they do not feel overwhelmed but are encouraged to perform. The job-aids included in the Simulation are familiar to the learners – adding to the ‘reality’ of the scenario presented and improving learner experience.

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