Improving Telecom Sales Competency Through Customized Product Training.


Since 2001, the client is a trusted provider of scalable, reliable and secure data centers and connectivity solutions. With 40 enterprise-class facilities across three continents, the client is heavily invested in improving its brand value through continuous employee performance improvement. The client provides a variety of cloud and connectivity solutions to over 100 Fortune 1000 companies worldwide. In a strategic attempt, the client planned to deliver personalized product training as part of their sales competency development plan.


Cross Connect Solutions, National (IX) Internet Exchange Solutions, or Ethernet Solutions are exciting concepts for network engineers. Training sales representatives, especially new sales representatives a challenging task. Moreover, adapting product training to multiple learning styles is crucial for a personalized learning experience. Multiple connectivity products are managed by different product managers and their teams of engineers (Subject Experts). Collaborating with diverse teams to gather review inputs is a tactical job, yet of key importance to the training goals.


We evaluated the existing knowledge and content structures available with product managers and engineers of different teams. We proposed to use the David Merrill’s Task Centered Instructional Strategy as the guiding principle of this networking product training. Being a content-first strategy, it is prescribed as highly effective in areas involving technical learning.

The networking product training is developed using learning paths, Telecom 101 and IX Product Series. Learners would begin with the basic 101 series and then progress into the advanced product series after acquiring desired proficiency.

Portrayals as against information

Subject matter, especially technical topics can be represented in two ways: as information or as portrayals. Information is general. We chose to use portrayals (real-world examples) representing a specific instance of the information in a specific form. We used portrayals to help learners perceive information applied as in real-world examples (demonstration/ illustration). Content or information was transformed into Knowledge Objects thereby presenting kinds-of or how-to information in a combination of auditory, visual and textual forms.


We used customized animations using vector illustrations and flat icons to present the product training content in a real world context. This approach presented visual scenarios using appropriate backgrounds and foreground components.

Development Tools

Articulate Storyline 360

Creative Tools

Adobe Illustrator, Adobe Photoshop

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