Acquisition Specialists is a customer-facing role that helps sellers work through the selling and closing process of customers’ homes. These employees were being onboarded through a 30-minute webinar and were leaving their onboarding webinar confused. Acquisition Specialists were not understanding their required processes and, as a result, were losing opportunities to build rapport with their customers. Ultimately, the poor customer interactions were causing Acquisition Specialists to lose deals. It was really important for the Acquisition Specialists to learn how to build rapport with their customers throughout the entire iBuyer process in order for customers to feel confident about working with Redfin.

My assignment was to bring new life to the existing course materials. The project team wanted a blended learning approach to the design with more engaging content.

As a part of my analysis, I met with tenured Acquisition Specialists, Program Managers, and Directors to gain information about the role and the issues that Acquisition Specialists were having in their role. There was a lot of content to cover for a new Acquisition Specialist to become familiar with the processes and opportunities to build rapport with their customers. As a result, I divided up the content into a pre-requisite eLearning with a companion Virtual Instructor-led Training (vILT) workshop. The pre-requisite training covered the nuts and bolts of the process and how to build rapport with the customers while the vILT focused more on practicing those conversations and receiving feedback from more tenured Acquisition Specialists in the role.

Learners reported an increase in their engagement with the new learning materials. Level 1 evaluations scored higher than the previous webinar. The program reported that there were fewer deals lost from new employees taking part in the updated online module and workshop.