Challenge:
Sales teams at Kyocera struggled to confidently handle customer objections, resulting in stalled conversations and missed opportunities. Existing training lacked practical, scenario-based learning and had low completion rates.
Solution:
Designed and developed “Mastering Objection Handling”, a microlearning course built in Articulate Rise. The course featured real-world objections, interactive scenarios, and the LAER framework (Listen, Acknowledge, Explore, Respond) to build trust and reduce resistance in sales conversations. The experience focused on practical skills like active listening, empathy-driven responses, and reframing objections.
Results:
Increased course completion rates and learner engagement within the first 30 days, improved seller confidence in handling objections during discovery and cold calls and contributed to more consistent, customer-focused communication across sales teams
Contribution:
Led end-to-end instructional design of the course, from scripting and content design to interactive scenario writing and visual layout. Collaborated with sales stakeholders to identify key objections and refine practice activities. Designed knowledge checks with targeted feedback to reinforce application of the LAER framework.
Tools:
Articulate Rise, Synthesia AI video creation Tool