Overview
Captivate for Sales and Customer Service Training equips instructional designers to create engaging, scenario-based learning experiences that develop critical communication and problem-solving skills. This course focuses on simulating realistic customer interactions, objection handling situations, and service recovery scenarios that prepare sales and service teams to perform confidently in high-stakes conversations.
Participants will learn to design branching dialogue simulations, create assessment rubrics for soft-skill evaluation, and build practice environments where learners can safely make mistakes and learn from them. Through hands-on projects, you’ll develop training content that bridges the gap between product knowledge and real-world customer engagement.
Format: 1 Day | Live Online (VILT)
Who Should Attend
- Sales enablement professionals developing rep training programs
- Customer service training managers building service excellence content
- L&D specialists creating soft-skills and communication training
- Instructional designers serving retail, hospitality, or contact center teams
What You’ll Learn
- Design branching dialogue simulations for customer conversations
- Create realistic objection handling and negotiation scenarios
- Build service recovery simulations for difficult customer situations
- Develop assessment strategies for soft-skill competencies
- Incorporate video and audio for realistic character interactions
- Design feedback systems that coach without discouraging
- Track performance data meaningful to sales and service metrics
- Create libraries of reusable customer interaction templates
Course Outline
Module 1: Sales and Service Training Design
- Understanding adult learning principles for skill development
- Analyzing real conversation patterns and common challenges
- Designing training aligned with sales processes and service standards
- Building scenarios from actual customer interaction data
Module 2: Branching Dialogue Simulations
- Creating conversation trees with multiple pathways
- Writing realistic customer dialogue and responses
- Designing decision points that test critical skills
- Building consequences that reflect real-world outcomes
Module 3: Objection Handling Training
- Simulating common objections and resistance patterns
- Creating practice scenarios for objection response techniques
- Building escalating difficulty for progressive skill development
- Designing coaching feedback for each response option
Module 4: Service Recovery Scenarios
- Simulating upset customer situations and de-escalation
- Creating emotionally realistic interactions
- Building scenarios for policy explanation and exceptions
- Designing empathy and active listening practice
Module 5: Assessment and Performance Tracking
- Creating rubrics for soft-skill evaluation
- Designing simulation-based competency assessments
- Tracking metrics aligned with sales and service KPIs
- Reporting individual and team skill development
Module 6: Production and Deployment
- Building reusable scenario templates and character libraries
- Incorporating media for engaging simulations
- Deploying for mobile access by field teams
- Measuring training impact on performance outcomes
Prerequisites & Technical Requirements
- Basic Adobe Captivate knowledge including interactions and branching
- Familiarity with sales processes or customer service operations
- Computer with Adobe Captivate installed (trial version acceptable for training)
Customization Options
This course can be customized with your organization’s sales methodology, service standards, and actual customer scenarios. We can incorporate your product information, use real objections from your sales team, and align assessment criteria with your performance management systems and KPIs.