When it comes to servicing a new machine, equipment owners expect the dealer to get it right the first time. A unique procedure at John Deere does just that, by training both salespeople and technicians on the intricacies of the new model as well as ensuring critical parts and special tools are on the shelves before dealers ever begin selling it.
Every time a new model is introduced or existing Deere equipment is updated, training center staff create a module consisting of a general product overview with basic information about the machine; an in-depth informational section covering specific new features and/or systems; and a test. Two versions of the training module are created--one for salespeople and one for technicians. The sales version focuses on benefits the new features or model provide to customers, as well as competitive and application information. Technician training covers proper servicing of the new systems and other technical information.
The training is delivered in a variety of ways depending on the equipment being covered. A scoring process helps the training center staff determine the level of training required, as well as a means of tracking the delivery.
Specific data extracted from Deere's internal systems database and John Deere University enable the training center to track and ensure dealer participation. Anytime a sales activity takes place at a dealership, such as a delivery or rental receipt, the Deere systems database logs it. This information is compared to the training record saved in John Deere University to ensure qualified people are available to support the customer at each dealer location.
Source: John Deere, June 17, 2004