Role playing to improve sales

Role playing is by far and away the most effective training technique when it comes to improving the selling skills of sales representatives.

I have used it very effectively over many years; there is however, a right way and wrong way to do it.

It must be understood that role playing can be very intimidating for those being trained therefore I always participated, either in the role of the customer or more often as the sales representative.By doing this I was able to maintain control of the situation and ensure the best learning scenario was maintained.

When conducting role plays ensure that those who are observing are taking notes as the question and answer session after is the most beneficial part of the exercise.

It is important that role play is conducted in a business like atmosphere. This helps all concentrate on the learning aspect of the exercise. Having said that there will be times when you may wish to stop in the middle to emphasise a point.

To add to the theatre I always let the trainees select a topic they struggle with, overcoming a particular objection, a closing situation etc. I would leave the room while they hatched their “plot” and would then return and commence the sale with the “customer”.

The debriefing after is very valuable as the open discussion allows people to air their concerns and in turn allows me as a trainer to address them.

Always ensure everyone has the opportunity to participate.

Role playing I believe can be a very positive training tool if used correctly. A real life scenario must be played out with the audience respecting the “role play theme” and just watching and taking notes.

A role play can be very intimidating for the trainee so I suggest the trainer acts in the role of sales person for the first couple of plays.

Finally, the debriefing   is critical as it allows questions and comments from all attendees. The facilitator must encourage full participation to achieve the best results. Remember a non threatening environment is essential if success is to be achieved.