Starting next week, teams will be able to practice any time with Lessonly’s new on-demand practice feature. This means that employees will have the opportunity to practice key skills and get feedback without a lesson assignment.
Before we unleash on-demand practice, we want to share some ways to activate the feature to level-up your team. Check out these three strategies to get started.
What to practice?
Choosing what the team can perfect with on-demand practice is a key decision. There are a few approaches you can take:
- Try everything: Make a dozen practice scenarios and let your team find one that’s right for them.
- Singular focus: Choose just one scenario at a time.
- Major needs: This is our favorite approach. We recommend a small sample of three to five scenarios.
On-demand practice is most effective when there’s intentional prioritization. To determine where to start, take a look at your team’s performance report and find areas for improvement. Sales teams may need to perfect a product demo, handle price objections, or answer a common product question. Customer service teams may want to practice dealing with an angry customer, pitching an upsell, or responding to a customer’s cancellation request.
Another great approach to training is by area. Have one scenario cover key soft skills, another focus on a foundational skill, and one more that highlights a weak point.
When and how often?
It’s also important to build time into your team’s schedule for intentional practice. While this may be easier in sales environments that tend to have less structured schedules, this could be harder for customer service teams. A fairly constant influx of interactions results in a tighter schedule and less time for practice. Try to set aside a short time block once or twice a week to get things started.
Then, consider shifting to monthly or quarterly on-demand practice scenarios based on feedback and team needs. If your overall training content cycle operates on a monthly or quarterly process, then fit practice into that cadence. Just be sure to review and change each practice scenario as part of your ongoing training process.
To make it even easier to get started, take a look at some helpful practice scenarios. Each example shows the skill practiced, the recommended scenario, and the scenario prompt.
Sales Practice Examples
- Soft skills: Audio: A customer says our price is higher than the biggest competitor. How do you respond?
- Foundational skill: Webcam: Practice a 30-second pitch of our product.
- Weak point: Screen Recording: Show the value of our newest feature.
Customer Service Practice Suggestions
- Soft skills: Audio: Practice your initial greeting when answering a customer’s phone call.
- Foundational skill: Screen recording: Demo how to make a lesson in Lessonly on your most popular feature.
- Weak point: Audio: Respond to a customer who wants to cancel their account.
New Employee Onboarding Lineup
On-demand practice as an onboarding supplement is a great way to introduce employees to your company’s culture, the team, or company-wide messaging.
- Soft skills: Webcam: Greet the team and tell them a fun fact about yourself. Then share your response in the company Slack channel.
- Foundational skill: Audio: A friend asks what your company does. What do you tell them?
- Weak point: Webcam: Which company value is most important to you and why?
Practice any time with Lessonly
We’re thrilled to bring teams a brand new way to hone their craft. If you’re a Pro + Coaching or Enterprise customer, look out for on-demand practice next week! If you’re interested in this or the rest of our practice offerings, feel free to reach out. We’re happy to chat!
Here’s to doing better work, any time.