There is this little make believe company that I am struggling with. Bling-Bling Inc. is a struggling jewelry outlet that provides modestly priced gold, silver and gemstone jewelry via kiosks placed in large malls. Since their products are made with lower quality and less expensive stones and lower levels of key ingredients and since they do not rent or own building floor space, they can sell for prices that meet the needs of many mall shoppers. However, they have the on-going issue of training and retraining sales associates. BBI wants to beef-up their orientation program.
These are things I need to consider, any suggestions?
You have been hired to build a low-tech training solution for these associates. Based on the information below, what are the key cognitive issues, and memory/attention factors that you will consider in your designs? Based on that analysis of the essential learning needs, what learning theories, modalities, methods and technologies would be most likely to meet the need? Explain your reasoning and support your opinions.
Bling-Bling, Inc Sales Associates Level 1 (kiosk-based):
- Age: 18-30 (average age 19)
- For 49% of sales associates this is their first job ever, while 39% indicate that they have held another full-time job, and another 9% indicate that this is their second job (i.e., they are already working 40+ hrs a week for another business), 3% did not respond.
- Tend a mall kiosk during mall hours with 15 minute breaks every 2 hours.
- Have a 40% turn-over in 90 days and a 75% annually
- When surveyed about the work indicated that:
* They are often bored by sitting in a kiosk with nothing to do
* Do not have a phone (or at least not one provided by the company)
* Their only computer is one provided by the company for posting sales and does not have internet or wireless access
?When mall security were asked about Bling-Bling's Sales Associates work practices, they indicated that: ? "They're just kids. Like all kids they spend more time on the phone or playing games on their iPods than working."
?"When a new one starts the first day, I show'em how they will handle a money-changer con artist. None of them have ever heard of that. When I ask how they will handle someone ripping off some of the jewels, they don't seem to know what your company wants them to do."
In order to improve Bling-Bling Inc's orientation and training program I would first consider the target audience. Since the average sales associate is 19 years old, and the company's technology is limited it would be important to come up with a low-tech, engaging training solution that would encourage greater retention and teach sales associates the necessary information. The key cognitive issues that need to be addressed are the importance of understanding customer service, product merchandising and theft prevention. Memory and attention factors would need to be considered as well, including the importance of increasing sales. According to the information given, there is no Internet connection or phone in the kiosk, however, it appears that based on the demographics that most of the sales associates own a smartphone. This is also supported in comments by the mall security, as well as a recent survey by Nielsenwire showing that 74 percent of this age group now owns a smart phone (Nielsenwire, 2012).
In considering the type ...
This solution develops suggestions for an orientation program for Bling-Bling Inc. Details are given in the case about the company, in order to build a low tech training solution for the company. Solution includes APA formatted references.