HVAC Dealer Scenarios
Simulations / Blended Learning
HVAC dealers practice building relationships with big box retail associates in authentic scenarios.
Business Goal
A multinational HVAC and refrigeration company needed to increase the number of service appointments booked at big-box hardware retailers. While HVAC dealers typically spend their days setting up appointments, they can’t always be on-site. Therefore, the goal was to educate store associates to generate more maintenance, repair, and replacement appointments. When associates book more appointments, HVAC sales has a huge impact on total store sales.
Learning Strategy
Our solution features video-based scenarios with realistic feedback from store associates. The feedback is humorous and memorable—so much so that dealers sometimes try incorrect answers just to see how the associates respond. The four short scenarios are designed to provoke emotion, which has improved the program’s effectiveness.
Results
- Brandon Hall Award Winner
- Learning Solutions DemoFest Winner
- Decreased time to competency for Appointment Generators
- The course earned a net promoter score of 82% based on survey results
