The Council frequently refers to a new breed of high-performing reps–Challenger Reps–in our blog posts and research. But do you find yourself wondering—how do I actually build Challenger reps? Because the three key Challenger skills (teaching, tailoring, and asserting control) are tacit skills, typical approaches to upskilling often are insufficient.
Classroom training alone fails to deliver impact because tacit skills are difficult to describe in written materials such as job aids or a how-to manual, and manager coaching also can be inadequate because it’s hard to explain intangible concepts.
Instead, to truly internalize these skills, reps need practice. We’ve all heard a lot about experiential training, but does it actually work?
The answer is yes, tacit and intangible skills are best taught through experiential training. But it must be the right kind of experiential learning. You cannot risk reps practicing new skills with a customer and, as a result, we often see companies using role-plays.
But, how ‘real’ are our role-play programs? Read More »