What are the most effective ways to teach product knowledge to new hires?

Implementing a Blended Learning approach is highly effective for imparting product knowledge to new employees. This method combines various learning styles, such as online courses, videos, podcasts, webinars, simulations, quizzes, and live sessions, catering to diverse preferences and learning paces. Blended Learning leverages both synchronous (collaborative) and asynchronous (independent) learning, enhancing engagement and retention. This approach not only accommodates different learning styles but also encourages practical application of product knowledge, ensuring a more comprehensive and effective training experience.

A blended learning approach is key for effective training and development. This involves combining traditional classroom training with hands-on, practical experiences, and digital learning tools. For instance, I start with in-person or virtual workshops to cover theoretical aspects of our products and sales techniques. Then, I integrate online modules for self-paced learning, which might include interactive simulations, videos, and quizzes. Hands-on training is crucial, so I involve new hires in real-life scenarios, like shadowing experienced team members or participating in customer demos. This mix of learning methods caters to different learning styles and ensures a comprehensive understanding of both our products and sales strategies.

The real-world scenarios and case studies become the stories the Sales Engineers share with other buyers to help convince them of how your solution is going to make their lives better. In my experience, having an updated library of these case studies is invaluable. Typically, the marketing team creates these as new customers are onboarded. It doesn't have to be a novel. I've had success in creating quick one-page documents that highlight the business challenge, how our platform solved it, and the benefit the buyer realized. Along with having case studies, new hires should observe live demonstrations. My preference is live versus a recorded call. It's also good for them to be able to follow up with the SE who was on the call.

Using real-life scenarios and case studies is an excellent method for imparting product knowledge to new employees. Illustrating how products function in actual situations and their impact on achieving customer goals makes learning more relevant and practical. These scenarios and case studies can demonstrate product features, benefits, and value propositions effectively. They also challenge new employees to apply their product knowledge in problem-solving and overcoming objections. This approach makes product knowledge more applicable and memorable, bridging the gap between theory and practice.

I've had great success in involving more senior members of the team in the learning process for new hires. As a matter of fact, I have this called out as a requirement for Senior SEs in my Career Development Plan. I like to pair new hires with a more senior SE as their mentor. The Senior SE is tasked with working with the new hire to help them learn the product and the stories that will help them be successful. I check in with the mentor along the way to get updates on the new hire's progress. When we have the new hire present a mock demo as part of their learning, both the mentor and I will observe and provide feedback.

Promoting peer learning and mentoring is a powerful way to teach new employees about products. Pairing them with experienced sales engineers allows for the transfer of insights, tips, and best practices. Establishing a culture of collaboration and feedback within the sales team, where questions, answers, and ideas about products are exchanged, enhances the learning experience. This approach not only builds community and support among new employees but also boosts their confidence in handling product-related queries and challenges.

Utilizing Gamification and Microlearning can make learning product knowledge more engaging and enjoyable. Gamification employs elements like points, badges, leaderboards, and rewards to motivate and challenge new employees. Meanwhile, Microlearning breaks down product knowledge into digestible, manageable pieces, accessible anytime and anywhere. These strategies can significantly increase motivation, attention, and retention of product information, making the learning process not only effective but also enjoyable.

In my experience, the best way to assess progress and performance is through observation. What that means is setting up blocks on the calendar during the new hire's product ramp where they will present a portion of the solution. Break up complex solutions into bite-sized pieces and do a full-on, in-character run-through. As they are presenting, make notes about things you like, things you believe can be improved, and things you have a question about. Allow them to stay in character as much as possible and hold the feedback and discussion until the end. By assessing small portions along the way, you are able to target areas for minor course correction and adjustment.

Having new hires present in your regular team cadence or even undergoing a role play demo during a company fireside session can have a big impact in refreshing their skills along with getting advice from a wider range of audience. This allows SE or Sales leaders to identify gaps that perhaps may have been missed due to more closed loop assessment processes and use that as coaching moments.

Remember that there are two types of learning that have to occur. The first is the new hire learning the features and functions of the solution, knowing where to click and how things work. It's critical that Sales Engineers know the product better than anyone in the company as they are the technical ambassadors to the buyers The second learning that needs to occur - and it's just as critical as the first - is for the new hires to learn the stories about the values, benefits, and outcomes achievable through implementing the solution. When presenting to buyers, the demonstration CANNOT be one of just clicking around and showing the "cool stuff". It has to be focused on showing the buyer how their world will be better with your product.