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Training
Best Practices in Industry-Specific,
Job-Focused E-Learning that
Drives High Return in Field Sales
Heidi Spirgi
© Bersin & Associates
January, 2005
Pepsi-Cola Bottlers Deploy Innovative E-Learning Solution for Field Training
Table of Contents
Table of Figures
Overview
Distribution companies face the challenge of delivering timely, interesting, field-oriented
training to personnel at low cost. This case study describes how Pepsi bottlers use an
innovative, creative, high-value, low-cost e-learning solution based on video to provide
job-relevant information to a wide range of field employees. It describes how you can
use Flash-based video in a compelling and easy-to-develop approach using innovative
techniques. It describes how the instructional-design framework, learning methodology,
and the deep expertise of the presenter work in combination to grab viewers, engaging
their interest and thus creating a meaningful learning experience.
Pepsi bottlers, as the direct sales channel for Pepsi-Cola, need to be equipped with the
latest information on promotions, products, and strategy to effectively sell into this
competitive market. Since the content is volatile and turnover is high, the training needs
are continuous and ongoing.
In addition to these challenges Pepsi bottlers have a highly distributed workforce which
may spend most of its time on the road. As with any product sales force, time spent in
instructor-led training is very costly (travel and training delivery costs) and significantly
reduces productive “selling” time. With the low margins and constant state of change
inherent to the retail industry, Pepsi bottlers need an e-learning solution that is rapidly
developed, can easily be deployed to learners on the road, and can be updated and
refreshed regularly at low cost. Moreover, Pepsi personnel are not computer experts.
The training solution must be simple to use, interesting, and very relevant to their jobs.
To maintain the success that they had achieved in the classroom, ej4 developed a
content and communication framework that focuses on learner “engagement” and
organizational commitment. They developed the Multi-Purposed Learning™
methodology to encourage companies to embrace the content and integrate it into their
culture through post-course and refresh tests, activities, coaching tools, and live
Webcasts. ej4 training is integrated into the daily job-activities of bottlers and includes
job aids which were developed specifically for the industry.
Pepsi Bottlers are independent franchisee businesses. They select the eJ4 content
because it is highly customized for their specific needs. Franchisees pay an annual
subscription fee for unlimited usage and access to the Pepsi Bottler Campus, and
learners can take as many courses as they want. Subscribers access the courses over
the Internet enabling learners to view courses anytime, anywhere.
The Campus presents learners with a wide range of learning activities all focused on the
specific needs of bottlers. From the Campus homepage, learners can launch any course
in the catalog and download paper-based exams, student materials, and leader guides.
ej4 communicates with training administrators through monthly Webcasts and sends all
subscribers a monthly tracking report showing who took which course and when.
The details of this solution are illustrated in three short case studies of Pepsi-Cola
bottlers: Ab-Tex Bottling, Brown Bottling, and Springfield Pepsi.
Case Studies
Ab-Tex Bottling
Founded in 1938, Ab-Tex Bottling bottles and distributes Pepsi-Cola products across all
of West Texas. Almost half of its 500+ workforce is comprised of sales reps spread out
across the vast region of western Texas.
Before moving to e-learning, Ab-Tex struggled to train their distributed sales force
across this broad geography. Many workers had to drive up to 6 ½ hours to attend
instructor-led training. Route and division managers were reluctant to pull sales route
reps out of the field and send them to training. Employees complained about leaving
their family and job to attend training. Consequently attendance, even at mandatory
training, was low.
Yet the need for effective training was high. Regulatory requirements mandated much
of Ab-Tex’s training including OSHA, sexual harassment, hazardous material
management, and forklift safety training.
In mid 2004, Ab-Tex rolled-out a role-based curriculum comprised of both required and
optional courses. David Jones, Director of Training and HR at Ab-Tex, says “After 18
years in the Pepsi bottling industry, I saw for the first time quality: Pepsi-specific
content delivered just-in-time, just when you need it.” The president, a strong believer
that education yields efficiency, also saw the value that ej4 could deliver and supported a
highly comprehensive approach to the ej4 curriculum.
If learners just watch the training and go away, Ab-Tex views this as a failure. ej4
considers Multi-Purposed Learning critical to their customers’ success, and Ab-Tex
views this philosophy as core to their own success.
Jones says that compensation linkage is key to the success of the e-learning adoption,
“Incentive compensation is key; people take the course not only because they are
engaging and practical, but employees also get paid more when they do.” The owner
provides the additional compensation because there is a correspondingly greater benefit
from increased productivity and sales. Because the courses can be accessed 24x7, most
employees take the optional courses from home after work hours.
Training history is a key factor in deciding who will be promoted at Ab-Tex. Sales route
reps cannot be promoted unless they take and pass the required ej4 curriculum. Passing
optional courses increases the likelihood of promotion.
Brown Bottling
Brown Bottling is a family owned Pepsi-Cola bottler that employs roughly 400
employees distributed across five sales centers throughout Mississippi.
Since Pepsi-Cola disbanded its corporate training organization Brown Bottling had
struggled to train its distributed workforce. Instructor-led training was costly and
inefficient. Rather than pulling sales professionals out of the field for training, they
would offer training in the morning or the evening so as not to reduce productive selling
hours. In the morning, employees were impatient to get to their route; in the evening,
employees were mentally and physically fatigued. This proved ineffective, so Brown
Bottling then tried expensive books and audio tapes addressing everything from safety
procedures to effective sales strategies. These, too, proved ineffective.
“When you send someone to an open public seminar, they’re not talking to beverage
people. ej4 is specific to the industry, that’s the beauty of it. Watching the video is
just like watching one of ourselves talking to us. The ej4 content uses all the
vernacular of the beverage industry and that creates credibility. There’s no one-size
fits all with ej4: they understand that to teach people in a meaningful way you have
to act and talk like an insider.”
Since the instructor is the focus of the content, then it must be easy for learners to
quickly access just the information they need – without having to watch a long video
which is not relevant.
ej4’s strict instructional design standards dictate that videos are 10-30 minutes long and
segmented into 2-3 minute titled sections—any of which the learner can navigate
directly to. At an even more granular level, a learner can navigate directly to the
individual slide they want to review using a slide bar in ej4’s custom media player.
Figure 4: Screenshot of Pepsi-Cola Bottler Campus, ej4 Media Player, and Course
14.0%
Revenue Change (YoY)
12.0%
ej4 curriculum 12.0%
rolled-out here
10.0%
Percentage
8.0%
6.0%
4.8%
4.0%
3.5%
2.0%
0.0%
2002 2003 2004
Year
The style in which the content is delivered is key to instilling confidence in the learner.
According to Penn, “People are a lot more confident since the ej4 training. The videos
aren’t intimidating. They’re open-handed – here’s what I have for you, I’m here to help
you. They’ve turned our sales reps into professionals from order takers.”
Springfield Pepsi
Springfield Pepsi was already one of the most successful Pepsi bottlers in the nation
prior to adopting the ej4 curriculum. But due to a lack of availability of quality Pepsi-
bottler content, training was never an emphasis at the company. The only formal,
scheduled training that it offered was for new hires, and the rest was either on-the-job
training or ad-hoc training by department managers.
But according to John Faloon, President of Springfield Pepsi, “We just new we could be
better, and sales execution was the key.”
So when ej4 launched its Pepsi-bottler curriculum in early 2003, Faloon immediately
knew that his team of 85 employees would benefit. Springfield Pepsi, like all ej4
customers, pays a flat annual fee for unlimited employee access to all ej4 bottler
content. Prior to ej4, Faloon had sent a handful of employees to Paul Russell’s live
training once a year. According to Faloon, “The problem was that only a small number
of people could be exposed to Paul Russell training. The expense of having people out
of the market for training was too high. Now I can expose the training to any of my
people weekly as opposed to five people once a year.”
Faloon’s goal of improving sales execution has been achieved. He cites a recent
customer e-mail thanking the sales rep for his immediate response to a request to pick-
up a batch of Frappucino 4-packs that was not selling. The company indicated that
historically such a request would have been ignored and taken weeks to accomplish.
Because the Springfield sales rep had been effectively trained to understand the
connection between quality customer service today and future sales, he responded
without hesitation and picked up the 4-packs immediately.
Furthermore, rather than simply picking up the Frappucino 6-pack, the sales rep used
the negotiation strategies that he had learned in ej4’s “No But If” course to drive
additional revenue for Springfield Pepsi. He agreed to pick up the Frapuccino 4-packs
in exchange for placement of Lipton 6-pack Ice Tea. According to Faloon, “The upside
from a future sales perspective is huge. This is a fast-paced business and these types of
scenarios need to be drilled into the sales rep’s head.”
Task-Oriented Instruction
Much of the success in these programs is due to ej4’s commitment to task rather than
topic-oriented instruction. The curriculum is designed to bridge the gap between
knowledge and doing. The content draws upon real-world situations and instructs the
learner on appropriate responses. Even the titles speak to the situation or task that the
employee finds themselves in. For example, “What to To Do When the Job’s not
Getting Done,” or “No, But If” walk the learner through supervisory challenges and
customer objections that every Pepsi-bottler sales rep encounters.
Faloon was correct in his belief that while already a top bottler, Springfield Pepsi could
even be better. Since rolling out the ej4 curriculum, Pepsi Springfield has moved from
20th to 6th nationally and from 6th to 2nd regionally in the Pepsi National Retailer Audit.
He attributes this change in position directly to the ej4 training.
Bottom Line
These case studies illustrate how industry-focused e-learning solutions can have
dramatic impact on sales and customer service. The lessons learned here can be applied
to any distribution or sales-related problem. Key lessons learned are:
• Content must be designed for use in a wide variety of formats. The ej4 “Multi-
Purpose Learning” approach means that content is specifically designed to meet
the needs for:
o Video must use “on-the-job” tools to make the instructor look like
they’re standing in the real-world environment.
These lessons can be applied to any field training in any industry. ej4 is an example of a
new-breed of client-focused, highly specialized content provider that provides a very
high value solution to their target market.
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