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LatrineSalesAgentTraining

Facilitator’sGuide

SanitationMarketingToolkit

CONTENTSFACILITATIONGUIDELINES

LearningGoalsandObjectives ..................................................................................................... 1

TrainingPhilosophy ...................................................................................................................... 1KeyPointsWorthRepeating......................................................................................................... 3Timing ........................................................................................................................................... 4

CreatingaSenseofCommunity ................................................................................................... 4MaintainingaSmoothFlow.......................................................................................................... 5AssigninganActivity ..................................................................................................................... 5

ModellingtheAssignment............................................................................................................ 5CheckingforComprehension ....................................................................................................... 6DebriefingActivities ..................................................................................................................... 7

RespondingtoParticipantQuestions ........................................................................................... 8HandlingParticipantResponses ................................................................................................... 9

CreatingSmallGroups ................................................................................................................ 11IntroducingtheTraining ............................................................................................................. 12ClosingtheTraining .................................................................................................................... 14

PREPARINGFORTRAINING

DesiredRoomLayout ................................................................................................................. 17TableGroupSize......................................................................................................................... 17NecessaryMaterials ................................................................................................................... 17

OptionalbutRecommendedMaterialsandEquipment............................................................. 19TrainingPreparation................................................................................................................... 19TrainingBudget .......................................................................................................................... 19

TrainingAgenda.......................................................................................................................... 20

TRAININGMODULES

IntroductiontoSanitationMarketing......................................................................................... 24FeaturesandBenefits................................................................................................................. 25

WhydoPeopleBuyLatrines? ..................................................................................................... 26HowtoSellaLatrine................................................................................................................... 28PreparingforaSalesEvent......................................................................................................... 30

SellingtheProducttoGroups..................................................................................................... 32SellingtheProducttoIndividuals ............................................................................................... 34OvercomingObjections .............................................................................................................. 35

ClosingtheSale .......................................................................................................................... 37Logistics ...................................................................................................................................... 38PracticeYourPresentation ......................................................................................................... 40

VillageSalesEventDemonstration............................................................................................. 41Door-to-DoorSalesDemonstration............................................................................................ 42

VillageSalesEventPractice ........................................................................................................ 43Door-to-DoorSalesPractice ....................................................................................................... 44

ANNEXES

A. Energizers ......................................................................................................................... iB. Pre-Test/Post-Test ...........................................................................................................iiiC. LatrinePoster ..................................................................................................................iv

D. ReturnonInvestmentCalculator .....................................................................................vE. BudgetTemplate .............................................................................................................viF. PowerPointpresentations .............................................................................................viii

G. Flipchart......................................................................................................................xxxixH. SellingSkillsChecklist ................................................................................................... xlivI. OrderForm .................................................................................................................... xlv

J. InstallationGuide ........................................................................................................ xlviiK. LeadsGeneratedContactSheet ................................................................................. xlviiiL. SalesMaterialsChecklist .............................................................................................. xlix

M. VillageChiefQualityAssuranceChecklist ......................................................................... lN. VillageChiefContract .....................................................................................................liiiO. OrderTrackingJournal ....................................................................................................lv

P. PlanningSheet ................................................................................................................ lvi

FacilitationGuidelines

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LEARNINGGOALSLEARNINGGOALS

Salesagentswilllearntheskillsandknowledgenecessarytomakelatrinesapurchasingpriorityforthetargetmarket,andtoeffectivelylinkthesupplychainandtheendconsumer.

LEARNINGOBJECTIVES

Bycompletingthesetrainingmodules,theparticipantswill:

1. Beabletodescribethelatrineproductsandoptionsaccurately,focusingonbenefitsversus

features.2. Beabletoeffectivelyusesalesmaterialsandtools.3. Theparticipantsareable tocoordinatewith localauthorities toorganize salesactivities in

ordertomeetsalestargets.4. The participants are able to convince their audience to order a latrine through effective

communicationwiththetargetaudience,includingunderstandingtheirproblemsrelatedto

sanitationandhelpingthemdecideonasolution.5. The participants are able to keep accurate and timely records of latrine orders and sales

activitiesandreportthemappropriately.

Specifically,topicscoveredintheclassroomsessioninclude:

1. Theproduct,focusingonbenefitsvs.features2. Whatmotivatespeopletobuylatrines3. Howtosellalatrine(usingsalestools)

4. Preparingforasalesevent5. Sellingtheproduct6. Overcomingobjections

7. Closingthesale8. Reportingandplanning9. Practice!Practice!Practice!

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TRAININGPHILOSOPHYThis traininghas beendesigned to give sales agents hands-onpracticewith sales tools, simplifiedsales techniquesandstrategies,andstepby stepprocesses to follow.Thesuggestedstructure fortrainingofnewsalesagentsisfivedayslongandisfocusedonpractical,hands-onlearningactivities.

The recommended five day training consists of two days of teaching focusing on selling skills,familiarizationwiththeproductandbusinessmodel,andsmallgrouppracticewithsalestools.Thesalesagentsalsohavethreedaysoffieldpracticewheretheyobservethefacilitatordoinganactual

sales event anddoor-to-door sales on the first day, and then conduct their own sales events anddoor-to-doorsaleswithclosesupervisionandcoachingonthenexttwodays.

The trainingdescribed in thismanual is only a small partof skill development for sales agents. Inreality,salesagenttrainingisanon-goingprocessofclosesupervisionandcoachingforatleastthe

first threemonthsof thesalesagent’scareerMore informationaboutsupervisionandcoaching isdescribedintheSanitationMarketingImplementationManual.

Thetrainingactivitiesaredesignedtobeconductedinsmallgroups.Facilitatorsareencouragedtoorganizetrainingsattimesandplaceswhenatleastthreeparticipantscanattend.Ifthisisnot

possible,andone-on-onetrainingisnecessary,allactivitiescanbeeasilyadaptedforanindividualbysimplyengagingwiththeparticipant,providingguidancethrougheachactivity,andgivingtheparticipantshortperiodsoftimetodoindividualworkandreflectiononthetopic.

Inordertoincreasetheprobabilitythattheparticipantswillbemotivatedtolearntheinformation,newinformationisgiveninsmalldosesandbuy-inisaccomplishedbybuildinguponwhatthey

alreadyknowfromtheirpersonalexperiences.

Smallgroupdiscussion,augmentedbyfacilitatorlecture,isusedwhereitislikelythatsome,butnotall,oftheparticipantsmayknowsomeoftheanswers-butmayalsoneedclarificationand/or

validationbythefacilitator.Lectureshouldonlybeusedwhenitislikelythatnoneoftheparticipantswillknowtheanswers.

ADULTLEARNINGTHEORY

When facilitating this training, it is important to remember the audience. Traineeswill be adults,likelywithyearsoflifeexperiencebehindthemthatwillinformhowtheyevaluate,retain,anduse

theinformationprovidedtothemintraining.

Adultlearningtheoryisbasedonthisunderstanding—thatadultslearndifferentlythanchildrenandadolescents. It is based on several principles that can be applied to the way this training isconducted:

1. Adultsareindependentlearners.

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Application: Encourage active participation and incorporate this into the training design.Buildontheparticipants’ownexperiencesbyfrequentlyaskingforinputandsharing.

2. Adultsareself-directed.Application:Useexploratoryexercisesthatallowparticipantstodiscovertheirownanswers.Askquestionsfrequentlytoencourageactivethinking,problemsolvinganddecisionmaking.

3. Adultslearnfornow.Application: Teach only relevant skills that apply directly to the participants and thatparticipants can begin using immediately. Make objectives clear at the beginning to

communicatetherelevanceofthetraining.4. Adultslearnfromtrainersandfromothers.

Application:Useparticipatoryactivitiesanddrawonparticipants’experiences,toencourage

learningfromeachotherandsharingideas.5. Adultsfearfailure.

Application:Createa safeenvironmentwhereparticipants feel free toexpress themselves

withoutriskingcriticism.Usegroupactivitiestocreateasupportivelearningenvironment.6. Adultsquestiontheneedtolearn.

Application:Teachonlyrelevantskillsandallowparticipantstoapplytheirnewskillsthrough

role-playingandpracticalexperience.7. Adultslearnbylisteningtoothersandalsosharingtheirownknowledge.

Application:Useparticipatoryactivitiesandbuildonparticipants’experiences.Forexample,

ask participants to provide examples when explanation is needed, instead of providinghypotheticalexamples.

8. Adultshavevariedexperiences.Application:Linknewknowledgetooldknowledgeandbuildonlearners’experiences.

KEYPOINTSWORTHREPEATING1. Training is for the benefit of the participant. It is intended to build the skills needed to

increasetheirincomeandreachtheirhighestpotentialassalesagents.Fullparticipationandeffortisneededtoreapthefullbenefitsofthetraining.

2. The Sales Agent Handbook contains all of the information and tools used during thetraining,plusadditional information tohelp themsucceed in latrinesales.Participantsareexpectedtousethishandbookregularlyintheplanningandexecutionofsalesactivities.

3. Salesagentswon’tgetorderseverytime.Therewillbebaddays.Theywillhear“no”alot.Themostimportantthingistogetoutthereandjustshowup,eveniftheyfeeltiredthatday.

4. It’simportanttodevelopgoodrelationshipswithvillagechiefs.Thesewillbekeyallies

becauseoftheleveloftrustandrespecttheyhaveintheirvillage.Iftheyareonyourside,theycanmobilizetheirentirevillagetopurchaselatrines.Iftheyarenotonyourside,theycanturnawholevillageagainstyou.

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5. It’simportanttogobacktovillagesmultipletimes.Youwon’tconverteverynon-latrineowneronthefirstvisit.Mostpeopleneedtohearamessageatleastthreetimes(often

more)beforetheyareconvinced.6. Yoursupervisoristheretohelpyou.Feelfreetocallthemwithyourdoubts,questions,

concerns,failures,andsuccesses.

7. Community-ledTotalSanitation(CLTS)isimplementedbythegovernmenttohelpcommunitiesbecomeopendefecationfree—togeteverypersoninthevillageusingalatrine.Becauseofthis,peopleinCLTSvillageslikelyhaveveryhighdemandforlatrines,

whichmeanstheyhavehighpotentialforsales.

TIMINGIntheagendapresentedinthismanual,thetimesareapproximatewithineachsection.Thisdoesnotmeanthattimespentononesessionshouldrunoverintothetimeallottedforthenextsession.Butitdoesmeanthatfacilitatorswilldeveloptheirownflow,andtimesmayvaryslightly.Theremayalsobeunanticipatedissuesthatcomeup,anddecisionswillneedtobemadeabouttimespentresolvingthem.However,makesurethatallactivitiesarecompletedbytheparticipants.

1. Timingthroughoutthedayisverycritical.Keepaclockonthefacilitatortable,sothatyoucankeeptrackofyourtime,andwearawatch!

2. Eachsectionofthetraininghasaspecificduration,soitwillbeveryimportanttoopenandcloseeachactivityinaccordancewiththeagenda.

3. Whenassigningalearningactivity,beclearaboutthelengthoftimethattheparticipantshavetocompleteit.Alwaysgivetheparticipantsa5-minuteand1-minutewarningsothattheyknowtheyneedtowrapuptheactivity.

4. Lunchbreaksshouldbeonehourlongandincludedintheagenda.Thelocationshouldbecloseby,andtheserviceshouldbeefficientsothatallparticipantscanbebacktothetrainingfacilitywithinonehour.

5. Ten-orfifteen-minutebreaksshouldbegiveneveryhour,inordertokeeptheparticipantsawakeandenergized.Seetheannexforexamplesofenergizingactivities(AnnexA)thatcanbeusedduringbreaksorbetweensessions.

6. Makesuretotelltheparticipantsexactlywhentoreturnfromtheirbreaks.

7. Thebestwaytoensurethattheyreturnontimeistogetavolunteerparticipanttomakesuretheyallarebackintheirseatsattheendofthebreak.

CREATINGASENSEOFCOMMUNITY

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1. Gettothetraininglocationearlytosayhellototheparticipantsandwelcomethemtothetraining.Thiswilltolessenanxietyonallsidesandcreateanicerelationshipbetweenthe

facilitatorandtheparticipants.Ifyoudon’talreadyknowtheparticipants,introduceyourselfandasktheperson’sname;askdetailsabouttheirprimaryjobs,theirfamily,andwhytheyhavecometothetraining.Youwillthenbefamiliarwiththeaudienceandbeabletoreferto

participantsbyname.

2. Itisalwaysagoodideatoaskcommongroundquestions:"Howmanyofyou…?"inordertohelppeoplefeeltheyhavesomethingincommon.Makesurethatyoukeepaskingtopic-

relevantquestionsuntileveryonehasbeenabletoraisetheirhands.

3. Avoidmakingassumptionsandexpressingthem,suchas"WeallknowX"Ifwealldon'tknowX,thiswillmakeusfeelexcludedfromthegroup.Instead,ask,“Howmanyofyouarefamiliar

withX?”ThisgivesyoutheoptiontohavesomeonefromthegroupexplainX,sothateveryonenowknowswhatitmeans.Ifeveryoneraisestheirhands,thenyoucanproceedmorecomfortablywiththebeliefthateveryonealreadydoesknowX!

4. Askpeopleatthebreakshowtheworkshopisgoing.Thiscontactencouragesindividualswhoweresilentbeforetohavetheconfidencetoparticipateopenlyinclassdiscussions.Thismaybebecausetheone-on-onecontactgivestheindividualsthesensethatyoureallycareabout

theirsatisfactionandsuccessintheprogram.

MAINTAININGASMOOTHFLOW1. Keepinmindthatalloftheinformationpertainstowhattheparticipantsneedtoknowand

do.Reinforcetherelevanceoftheinformationwheneverpossible.

2. Usetransitionalstatementsthatmovethegroupfromonesessiontothenext.

3. Referbacktoearlierstatementsmadebytheparticipantsorotherfacilitators,tobuildontheir

commentsortietheirinformationtothecurrentcontent.

ASSIGNINGANACTIVITY1. Remembertomodelanactivitybeforehavingthegrouporindividualdoone,inordertoset

themupforsuccess.

2. Whenassigningeitheranindividualoragroupactivity,indicatehowlongtheyhavetocompletetheassignment.

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MODELINGTHEASSIGNMENTIdeally, the facilitatorwill be someonewho is familiar and experienced in direct sales. If not,werecommend that the facilitator try out selling latrines using the tools and strategies they will beteachingsothattheyarefamiliarwiththetoolsandparticularchallengesofthejob.

Theparticipantsshouldnotbeaskedtodosomethingbeforetheyhavebeengivenanexampleora

modeloftheactivityortheprocesstheyshouldfollow.Theycanthenrefertothisexampleastheydotheirownsmallgrouporindividualwork.

Forexample,ifthesmallgroupswillbebrainstorming,thefacilitatorshouldstartofftheexercisebyaskingtheentiregroupforoneortwoexamplesandwritingwhattheysayontheflipchart.Or,ifthe

groupswillbeworkingwithdifferentcasestudies,thefacilitatorshouldwalkthegroupthroughtheanalyticalprocesstheyshouldusewithabriefmodelcasestudy.

CHECKINGFORCOMPREHENSION1. Checkforcomprehensionofthecontent.Youcandothisbyaskingquestionsorencouraging

participantstoprovidesomeexamples.

2. Aftergivinganassignment,walkaroundtheroomtobesurethattheyunderstandandareworkingonthecorrectassignment.

3. Checkwiththeparticipantsoccasionally--eitherinthelargegroup,bytalkingwithindividualsduringthebreak,orwalkingaroundlisteningtothesmallgroupsastheyworkonthe

activity--tobesurethatthepaceiscomfortableandeveryoneisonthesamepagewithyou.

4. Alwaysusepre-testsandpost-tests(AnnexB)toevaluatetheeffectivenessoftrainingbasedonthelearninggoals.Theinformationshouldbeusedtodecidewhatkindofongoingsupportisneededpost-training,andtoimprovethetrainingfornexttime.

HowtoUsePre-TestsandPost-Tests

Distributepre-testtoparticipants.

Explainthepurposeofthepre-testandtheamountoftimetheyhavetocompletethe

test.Ensurethattheparticipantsworkindependentlyonthistest.

Collectthetestoncetheyarecompletedandkeeptheminasafeplacetocomparewithpost-testsattheendofthetraining.

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5. Fortrainingthattakesplaceovermultipledays,begineachdaywithareviewofthepreviousday.Thisisbestdonethroughashortactivitytogeteverybodyupandmovingaroundand

discussingsomethingthattheyallknow.Seetheexampleonthenextpage.

REVIEWACTIVITY

Purpose:ToprovidearefresherforDay2ontheproduct.

Time:20minutes

Materials:Flipchartpaper,markers,tape,LatrinePoster(AnnexC)

REVIEWOFTHEPRODUCT

Passoutproductflyersandasksalesagentstoidentifythefeaturesandbenefitsoftheproduct.

Splitintotwogroupsandgiveeachteam3minutestolistallfeaturesandbenefitsonflipchart.Revieweachflipchartforcompletenesswithwholegroup.Rewardgroupthatgotitright.Ifneitheriscomplete,completeasgroup…andthenrewardeveryone!

DEBRIEFINGACTIVITIES1. Itisimportanttohavetheindividualorgrouprepresentativesreportoutaftertheyhave

completedanactivity.Otherwise,theywillnothaveanysenseofclosure.

2. Drawoutthecorrectormorecompleteanswersfromthegroup,sothatwhenyoutellthemthecorrectanswer,itwillsimplyvalidatewhattheyhaveidentified.Rememberthatwewanttobuildtheirconfidenceintheirowncompetence!

3. Toensurevarietyofreportoutmethods,hereareafewtodrawfrom:

a. Thumbsupifyouagree,thumbsdownifyoudon't.

b. Cansomeonetellustheanswertoquestionx?[Callforavolunteer.]Thenasktheparticipantstoraisetheirhandsiftheyagree,oriftheydisagree.Callononeofthedissentersforhisorherresponse.Askthegrouptoidentifythecorrectresponse.Ortellthemyourself.

c. Haveonetablegroupreporttheiranswer.Askifanyothergroupshavesomethingdifferentorsomethingtoadd.

d. Ifmorethanonetablegroupworkedonthesamecasestudy,alternatebetweentheminansweringthedifferentquestionsrelatingtothecasestudy.

e. Movefromonetablegrouptoanothertoanswerdifferentquestions.

SalesAgentTraineeHandbookReferencePage:7-8

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RESPONDINGTOPARTICIPANTQUESTIONS

Giventhechoicebetweenparticipantswhoneveraskanyquestionsandparticipantswhoaskalotof

questions,thelatterisbetter.Thefactthattheyhavequestionsindicatesthattheyarehighlyinterestedinthetopic-andthat’sagoodthing!

1. Firstofall,makesureeveryonehasheardthequestionbeforeyouanswerit.Eitherrepeatthe

questionyourself,ifotherparticipantsmaynothaveheardit,orrequestthattheindividualsprojectmore,sothatotherscanhearwhattheyaresaying.

2. Toreinforcethequestioner’sneedtoproject,walktotheoppositesideoftheroomfromthe

participantwhoisspeaking.Althoughthismayseemcounterintuitive(typically,wemoveclosertopeoplewecan’thear,ratherthanfartherawayfromthem!),thepersonwillalwaysdirecthisorhercommentstowardthefacilitator.

3. Whenparticipantsaskaquestion,deferittotherestofthegroup.Ifsomeoneinthegroup

cananswerthequestion,itprovidesvalidationforthatperson.Ifnoonehasananswer,thisstillgivesyousometimetothinkaboutthequestionsothatyoucangiveyourbestanswer.

4. Remembertosummarizeand/orvalidatethecorrectanswerafterreceivingtheanswerfrom

anotherparticipant.Ifyoudon'tprovideasummaryorvalidation,itmaygivetheappearancethatyouaredeferringthequestionbecauseyoudon'tknowtheanswer-ratherthanbecauseitisanexcellenttrainingtechnique.

5. Theremaybetimeswhenyouhaveasensethatthequestioneralreadyhasananswerforhis

orherownquestion.Inthatcase,askwhatthequestionerthinks.Thiscanprovidegoodvalidationfortheparticipant.

6. Donotfeelthatyoumustansweraquestiontothecompletesatisfactionofthequestioner.

Somequestionersmayneverbesatisfied-infact,theymayintendtodistractorarguewithyou,whichcanunnecessarilytieupalotofpreciousclasstime.

7. Ratherthanasking,"HaveIansweredyourquestion?"or"Hasyourquestionbeenanswered

toyoursatisfaction?"sayinstead:"Wasthatresponsive?"Whatcantheysay,aslongasyouhaveprovidedsometypeofresponse?Thisisparticularlyimportantifyouhavearatherdifficultparticipantwhoistryingtobaityouormonopolizethesession.However,regardlessofthenatureofthequestionorthequestioner,youcanask,“Wasthatresponsive?”asacourtesytoprovidesomeclosuretothedialogue.

8. Somequestionsmaybeofinterestonlytothequestioner.Inthiscase,theyneedtobe

deferredtoanothertime(abreak,lunch,aftertheworkshop).Itisperfectlyfinetotellaparticipantthatthequestionisagoodonebutmaynotberelevanttotheotherparticipants,

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soitwouldbebestanswered“offline.”Justmakesuretofollowupandhavetheconversationwhenyousayyouwill.

9. Somequestionsmayanticipatecontentthatwillbecoveredlaterinthesession.Youmaynot

wanttoconfusethelargergroupbyansweringthequestionatthatmoment.Simplycongratulatethequestionerforhisorheradvancedawarenessandaskthemtowaituntilthetopicandanswercomeupinthecurriculum.

10. Often,participantsareanxioustoasktheirquestionsimmediatelybecausetheyareafraidtheywillforgetthem.Onewaytominimizeparticipantimpatienceistoprovidepostitnotessotheycanjotdowntheirquestionsastheyarise.Youmayalsowanttohavea“ParkingLot”flipchartwheretheycanplacetheirpostitnotes.Justmakesuretocheckthe“ParkingLot”atbreakssothatyoucanplanwhentoanswerthequestions.

11. If,despiteallofthesedeferringtechniques,aparticipantkeepsaskingthesamequestion,itis

besttoprovideabriefanswerandmoveon.Someparticipantsjustneedimmediategratificationandothersmayreallyneedtohavetheanswersotheycanfocusonthecontentathand.

12. Somequestionsmayhavemorethanoneappropriateanswer,dependinguponthefact

situation.Ifthefactsituationappearsrelevantandthequestionercanexplainitinaconcisefashion,feelfreetoanswerit.However,oftenyouneedmoretimetodelveintothesituationbeforeyoucangiveausefulresponse.Inthatcase,simplyexplainthattothequestionerandplanatimetodiscussit“offline.”

13. Itisalsoperfectlyacceptabletotellparticipantsifyoudonotknowtheanswer.Justmakesure

tonotethequestiondownandpromisetoprovideanansweronceyouhavehadanopportunitytoresearchtheissue.

HANDLINGPARTICIPANTRESPONSESIt’sonethingtorecognizetheimportanceofengaginglearnersbydrawinginformationfromthem

ratherthantellingthem.However,howlongdoyouwaitforthemtoanswer?Thesilencecanbedeafeningtoafacilitatoronatighttimeschedule.Andwhatdoyoudoifthelearner’sanswerisincorrect?Howdoyoumakesurethegroupgetsthecorrectanswerwithoutembarrassingthe

participantwhogottheanswerwrong?

WAITINGFORPARTICIPANTRESPONSES

1. Ifyouask,"Arethereanyquestions?"makesurethatyoulookaroundtoseeifthereareany

questions.2. Ifyouaskaspecificquestion,makesurethatyougivetheparticipantssufficienttimeto

respond.Youmayneedtocountto10slowlyinyourhead.

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3. Ifnooneanswers,itsometimeshelpstousehumortopromptaresponse:“I’msorry,perhapsyouthoughtthatwasarhetoricalquestion.Letmeexplainourprocess-I’llaskaquestionandthenYOUanswerit!”

4. Ifaparticipantisonlygivingyouapartialresponse,coachthatpersonbyaskingquestions

that,throughtheexamples,helptheindividualdiscovertherestoftheanswer.5. Usually,someonewillanswerthequestion.Ifnot,eitherrephrasethequestionorbreakit

downintoasimplerquestion.6. Iftherearestillnovolunteerstoanswerthequestion,youmightsay“Okay,I’lltakepityon

you.Youmustbetired.”orsomethingtothateffect,andthenanswerthequestionyourself.Theimportantthingistolaterreconsiderthequestionandmakesurethatthecontentleadinguptothequestionhasenabledtheparticipantstoanswerit.Wewanttocatchthemdoingthingsrightandsetthemupforsuccess.

DIGNIFYINGINCORRECTANSWERS

1. Alwaysdignifytheparticipantandtheanswer.Neversay,"No."Thatwillshutdownlearning

andguaranteethatnoonewillvolunteertoansweranyquestionsinthefuture!Instead,say,"Yes,thatiscorrectifthecircumstancesarex.However,Iamaskingaboutthese(different)circumstances.Inthisevent,whatwouldtheanswerbe?"Inotherwords,coachthepersontodiscoverthecorrectanswer.

2. Anotheroptionistotakeresponsibilityforanyconfusiononthepartofthepersonansweringthequestion.“Youknow,youhaveansweredthequestionIasked,butIrealizeIdidn’taskthecorrectquestion.Iapologize.Letmerephrasethequestion...”

3. Itisalsoperfectlyacceptabletoletapoor,butnotglaringlywronganswer,goby-ifyoufeel

thatmostoftheparticipantsknowitisnotcompletelycorrect.However,ifitconcernsakeyconcept,youmustclarifyitsothatnooneleavesconfused.Inthiscase,coachthepersontothecorrectanswerbysaying”“That’saninterestingresponse.Let’stestit.“Thenaskquestionstohelptheanswererdiscovertheconsequencesofwhathasbeenproposedandrealizethoseconsequenceswouldnotbedesirable.

HANDLINGADISCUSSIONMONOPOLIZER

1. Interrupt,thankingthepersonforhisorherenthusiasm.Indicatethatweneedtohearwhat

othersthinkaboutthisnow.2. Pullthepersonasideatbreak.Acknowledgethats/heisveryparticipativeand

knowledgeable.Andthatiswhyyouwouldlikethepersontoco-facilitatetheirgroupbydrawingouttheanswersfromthelessvocalparticipants,ratherthanprovidingthem.

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CREATINGSMALLGROUPSYouwanttocreatenewgroupstogeneratenewenergyandknowledgesharing.Anyoftheseeighteentechniquescanbeused.Almostallofthetechniquesidentifythenewgroupsquitequickly.Techniques#2and#14takelonger,sincetheyinvolvehavingtheparticipantsstandup,move,lineup,andthencountoff.Keepinmindthatthefirstiterationofatechniquemaynotalwaysidentifyenoughparticipantsforagroup.Forexample,theremightbeonly2peoplewhohave0asthelastdigitoftheirphonenumber(seetechnique#3).Inthiscase,havepeopleraisetheirhandsiftheyhaveeither0or1asthelastdigit.Ifthatdoesn’tmaketheresultinggrouplargeenough,addthosewhohave2asthelastdigit.Ifsevenpeoplehave2asthelastdigit,itisalreadylargeenoughtobeitsowngroup.Keephavingpeopleraisehandsfordifferentendingdigitsuntilyoufindadigit(let’ssay6)wherethereareonlyafewparticipants.Youwouldthengroupthosewiththelastdigitsof0,1and6togethertocreateagroupofsufficientsize.1. Countoffbythenumberofgroupsyouwant(1,2,3for3groups)2. Asktheparticipantstolineupbythemonthanddayoftheirbirth(nottheyear!),withJanuary

1ontheleftthroughtoDecember31stontheright.Thenhavetheparticipantscountoff.3. Askparticipantstoselectthelastdigitofoneoftheirphonenumbersandgrouppeople

togetherwhosharethesamelastdigit.Iftherearen’tenoughusingonedigit,addanotherdigit’sgroup.

4. Placeplayingcardsateachtableandhaveeachparticipantselectacard.Youcangroupthem

bythosewhoselectedthesamesuits:hearts,clubs,diamonds,andspades.5. Groupbybirthorderintheparticipants’families:theoldest,theyoungest,themiddlechild,

theonlychild.6. Havetheparticipantwritetheirnamesontabletentcardsatthebeginningofthesession.

Makesuretohave4or5ofthesameselectionofmarkersateachtable:green,blue,purple,red,black-orsomeothercolorassortment.Thengroupthosewhohaveusedthesamecolortowritetheirnamestogether-theblueteam,theredteam,etc.

7. Groupbythefirstletterintheparticipants’middlenames.8. Haveeachpersonsittinginatablegroupselectadifferentitemfromthetable(pen,padof

paper,toy,pieceofcandy,namecard,etc.)Thengrouptogetherthosewhoselectedthesameitem.

9. Groupparticipantsbythecoloroftheshirtorblousethey’rewearing.10. Haveparticipantsstandnexttoeachotherindecreasingheight,thenhavethemcountoffby

thenumberofgroupsyouwanttocreate.

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11. Groupthembywheretheywereborninthecountryorinthecontinent-north,south,east,west,central.

12. Tocreateamaximumofthreegroups,separateparticipantsbywhethertheyarewearing

glassesorcontactlenses,orneednocorrectiontoseeclearly.13. Youcansplittheparticipantsinto2or3groupsbyidentifyingwhichrowsortablesof

participantsareineachgroup.14. Havetheparticipantsstandinalphabeticalorder,basedontheletteroftheirfirstname.Then

havethemcountoff.15. Groupparticipantstogetherwhohavethesametotalnumberofsiblings.16. Groupparticipantswhohavevisitedthesamenumberofcountries.17. Groupparticipantswhosharethesamehobbies:forexample,fishing,cooking,reading,

exercising,goingtomovies,doingactivitieswiththeirfamilies,etc.18. Asktheparticipantstoselecthowtheywouldprefertotravel:eitherbycar,bytrain,byplane,

orbyboat(assumingyouwantfourgroups.Youcanalwaysaddothermodesoftransportationifyouwantalargergroup:byridingahorse-camel-elephant,bymotorcycle,byteleporting,etc.).Grouptheparticipantsaccordingtotheirpreferredmodeoftransportation.

INTRODUCINGTHETRAININGIt’simportanttostarteverydayoftrainingwithanintroductionthataccomplishesfourthings:

1. Explainstoparticipantswhythey’rethere.Thismayseemobvious,butsayingthisaloudmakessurethatparticipantsunderstandwhattheywillgetfromthetraining(sotheyaremoreinvestedandengaged),andsetstheexpectations(soeveryoneisonthesamepage).

2. Explainstherulesofthetraining,includingexpectationsaroundattendanceandparticipation.

3. Explainshowthetrainingwillbeorganized.Thiswillhelpeveryonemanagetheirtime

together.4. Introducethetoolstraineeswillbeusingduringthetraining,includingtheSalesAgent

Handbook.Thiswillhelpparticipantsbecomefamiliarwiththesetoolsandsavetimeinthe

restofthetraining.

Theintroductioncouldtakeupto50minutes,dependingonthelengthofthetrainingandthenumberoftopicscovered.

Materialsfortheintroductioninclude:

- Flipchartpaper- Markers

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- Tape- SalesAgentHandbook

INTRODUCTIONS

Eachparticipantintroducesthemselves(name)andanypreviousexperiencewithsalesandsanitation.

Thetrainersintroducethemselvesandgiveabriefintroductionofthecontextofthetraining.

! Purpose:Toreducedeathandillnessfromdiarrhealdiseasescausedbyopendefecation! Strategy:Buildthecapacityofprivatesectorenterprisestosupplytheareawithaffordable,

attractivelatrines

WHYYOU’REHERE

Trainerwillleadabriefdiscussionaskingparticipantswhytheyarehere,andwhattheyexpectfromthetraining.Trainershouldemphasizethatthetrainingisfortheparticipants’benefitonly.Itistomakethembettersalesagents,sothattheycanearnthefollowingbenefits:! Money! Newskills! Certificate! Helptheircommunities

RULESOFTHEROAD

Trainerwillfacilitatethegrouptocomeupwithalistofrulesforthetraining,ensuringthatthefollowingareincluded,inadditiontoothersaddedbytheparticipants:

Behere100%SUNParticipateBeontimeKeepyourcellphonesonsilent

Attendancepolicy:Participantswhoknowthattheywillnotbeabletoattendallfivedaysoftrainingshouldnotparticipateatall.Ifsalesagentsdonotattend100%allfivedays,theywillnotreceivemoneyfortransportationcosts.

OBJECTIVEANDAGENDA

Pointout the flipchartwith theobjectivewrittenon it.Read italoudanddiscusswhat thismeanswiththegroup.

Point out the agenda for theday (sample below). Read through it and explain howyouwill keeptime,andasktheparticipantstoalsohelpyoukeepontrack.

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Topic Time1 Pre-test 8:30-8:45am2 Introductions 8:45-9:40am CoffeeBreak 9:40-9:50am

3 IntroductiontoSanitationMarketing 9:50am-10:45am CoffeeBreak 10:45-10:55am4 FeaturesandBenefits 10:55-11:15am5 Whydopeoplebuylatrines? 11:15-12:35pm LunchBreak 12:35-1:30pm6 Howtosellalatrine 1:30-4:15pm7 Feedbackandwrap-up 4:15-4:30pm

CLOSINGTHETRAININGGiving a proper closing at the end of each day or session of training is equally as important as aproper introduction. Itgivestraineesclosure,helpstoreinforcekeypoints,and letstraineesknowwhatisexpectedofthemafterthetraining.

Agoodclosingincludesthefollowingcomponents:

1. Anopportunityfortraineestogivevaluablefeedbackonthetraining,andfortrainerstogive

feedbackonhowthetraineesperformedduringthetraining.2. Motivationtousetheskills learned.Showthemhowtheseskillswillhelpthemearnmore

moneyusingtheROICalculator(AnnexD).Thiscomponentismostappropriateonthefinal

dayoftraining.3. Areviewofkeypointstoensurethattheyarefreshinthetrainees’mindswhentheyleave.4. A review of any difficult material onemore time, and an opportunity for trainees to ask

questionsaboutanythingthattheydidn’tunderstandorwanttoclarify.5. Discussionofnextsteps.Thiswillincludemonitoringandfollowupbythetrainerorothers,

theagendaforthenextdayoftrainingiftrainingwillcontinue,andareviewoftheplan.

FEEDBACK

Givefeedbackontheoverallperformanceofthetrainees.Coverallmainaspectsoftraining,givingfeedbackon:

- Understandingandcommunicatingthefeaturesandbenefitsoftheproduct

- Usingthesalestoolscorrectlyandeffectively

- Addressingobjections

- Followingthestepsofthesalespresentationanddoor-to-doorsales,includingpreparation

15

- CorrectlyusingMIStools,especiallytheorderform

MOTIVATETRAINEES

LookattheROIcalculatorwithtrainees.Setgoalsforeachsalesagentandshowthemhowmuchmoneytheycanmakeiftheymeettheirgoals.

Clearlyexplainthemotivationschemetosalesagents.

MONITORINGANDFOLLOW-UP

Explainthatinadditiontofieldvisitsandphonecalls,thereareacoupleofwaysthatyouwillbetrackinghowwellsalesagentsaremeetingexpectations:

- Monthlyreportssubmittedbyenterpriseowners

- Satisfactionsurveysconductedwithcustomersaftertheypurchasetheirlatrines

Showthetraineescopiesofbothtoolssothattheyunderstandhowtheywillbeassessed.

Emphasizethatthesetoolsaretosupportthesalesagentstoaddressanyproblemsorweaknessessothattheymayreachtheirmaximumpotential.

WRAP-UP

Answeranyquestionstraineesmayhave.

Nextstepswillbeforthesalesagentstocreateaplanfortheirnextsalesevents.Supportthesalesagentstowritedownthisplan.Keepacopyofthisplanforsupervisionpurposes.

Explainthattheenterprisehasallofthetoolstheyneed,soiftheyneedextracopiesorreplacementsofanyoftheirmaterials,theenterprisecanprovidethoseforthem.

Remindthemthattheyareexpectedtosendtheirorderformstotheenterpriseeveryweek.Whentheydothis,theyshouldreportanyproblemsfacedinthevillages,especiallyiftheyarecomplaintsabouttheserviceorthequalityoftheproduct.

Trainingfacilitatorsshouldcommunicatewhentheywillcallandwhentheywillbebacktovisitthesalesagents.

16

PreparingforTraining

17

DESIREDROOMLAYOUTIfpossible,theroomset-upshouldhavetheparticipantsatrectangular(orround)tables.Eachtableshouldhaveoneendpointedtowardthemiddlefrontoftheroom,withparticipantsseatedaroundthethreesidesofthetablewherethescreenismostvisible.Flipchartsshouldbedisbursedaroundtheroom.IfanLCDprojectorisbeingusedinthistraining,itshouldbeplacedinthemiddleofatablethatisparalleltothescreen(orblankwall):

TABLEGROUPSIZEGroupparticipationismosteffectivewhentherenomorethan5participantsatatable.Iftherearemorethan5participantsatatable,itbecomesmoredifficultforthetablememberstoheareachother.Thegroupdynamicworksbestifthereisanoddnumberofparticipants-soiftherearelessthan5atatable,itisbettertohavegroupsof3thangroupsof4.

LCDprojector

ScreenFlipchart

18

NECESSARYMATERIALSCLASSROOMTRAINING

! Pre-/post-test! Flipchartpaper

! Markers! A4paper! Pens

! Productflyer! Addressingobjectionshandout! SalesFlipchart

! Orderforms! Planningsheet! Followupsheet

! Materialschecklist! Sellingskillschecklist

PowerpointPresentations:

! WhatamIselling?! Whyarelatrinesimportant?

! Whydopeoplebuylatrines?! Flipchart! Preparingforasalesevent

! Howtosellalatrine! Closingthesale

FIELDPRACTICE

! Orderforms! Flipchart

! Latrineposter! Villagechiefcontract! Ordertrackingjournal

! Installationguidelines! Villagechiefqualityassurancechecklist! OfficialletterfromNamSaat

! Carbonpaper! Planningsheet

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! Materialschecklist

Copiesofallofthesematerialsshouldbeprintedforsalesagentssothattheycanbeginconductingsales events anddoor todoor sales immediately after trainingends. Enterpriseowners shouldbe

givenamastercopytoresupplysalesagentswhenneeded.

OPTIONALBUTRECOMMENDEDMATERIALSANDEQUIPMENT

1. LCDprojector2. Laptop3. Screen4. Candyinbowls5. Abellorothernoisemakertosignaltimewarningsforgroupactivitiesorcoffeebreaks

6. Stickynotes(forparticipantstowritequestionsandpostthemontheParkingLotflipchart)7. PowerPointcountdowntimer(availableasfreedownloadsontheInternet)

TRAININGPREPARATIONTime Activity

2WeeksBefore Callparticipantstonotifythemoftrainingdatesandtimes Prepareandsubmitbudgetadvancerequest Reservethemeetingspace(Chooseaspacethatislowcost,andeasyto

accessforparticipants.ConsiderconductingthetrainingataNamSaatdistrictorprovincialoffice,oratavillagemeetingplacelikeatemple.)

2-3DaysBefore Prepareallmaterials Practice Callallparticipantstodoublecheckattendance Confirmtraininglocation

TRAININGBUDGETTrainingscangetexpensivequickly.Butgoodtrainingsdonotnecessarilyneedtobeexpensive.Astrainingwill be a continual process as youbuild your sales force forpeak seasonsor forbusinessgrowth,orreplacesalesagentsthathavebecomeinactive,itisimportanttokeeptrainingcostslow

sothatyouareabletodomoreasneeded.

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Trainingcostswilldependonafewfactors:

! Thenumberofparticipants! Thenumberoffacilitatorsorsupportstaff

! Thedistancetraineesandsupportstaffneedtotravel! Thevenue! Thenumberofmaterialsprintedandanyequipment

! Durationoftraining

UsethetemplateinAnnexEofthisdocumenttobudgetandplanforyourtraining.

TRAININGAGENDABelowisasamplefive-daytrainingagenda.Thisagendaissuggestedfornewsalesagentsrecruitedintothenetworkasainductiontraining.However,itislikelythatrefreshertrainingsoncertaintopicswillberequired.Thenextsection(TrainingModules)providesstep-by-stepinstructionsfor

facilitatingtrainingoneachtopic,sothatfacilitatorsmaypickandchoosewhichmodulestocoverinarefreshertraining,dependingontheneedsoftheparticipants.

DayOneSession Topic Purpose Time1 Pre-test Toevaluatethelevelofsalesknowledge

amongsalesstaffpretraining.Scoresshouldindicatetheeffectivenessoftrainingwhencomparedtoposttestscores.

15minutes

2 Introductions Tointroduceparticipantstoeachotherandthefacilitators,andtoreviewtheagendafortheweek.

55minutes

3 IntroductiontoSanitationMarketing

Tolearnabouttheproductparticipantswillbeselling,whatmotivatespeopletobuyit(keysalesmessages),andwhyit’simportantforthecommunityandthecountry.

55minutes

4 FeaturesandBenefits

Toequipsalesagentswiththeskillstolinkfeatureswithbenefits,andtoensurethattheyunderstandtheimportanceofthissellingstrategy.

20minutes

5 Whydopeoplebuylatrines?

Toteachsalesagentsthekeymessagestheyshoulduseduringthesalespitch,andhowtheflipchartcanguidethemindeliveringthosemessages.

80minutes

6 Howtosellalatrine Tofamiliarizesalesagentswiththeflipchart,howtouseit,andtogivethem

165minutes

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anopportunitytopracticeusingit.

DayTwoSession Topic Purpose Time

1 Introduction ToreviewkeypointsfromDayOneactivitiesandprovideanoverviewofDayTwo’sagenda

20minutes

2 Preparingforasalesevent

Toshowsalesagentshowtoworkwithvillagechiefstoorganizeasalesevent.

60minutes

3 KnowYourProduct Toprovidearefresherontheproduct’sfeaturesandbenefits.

20minutes

4 SellingtheProducttoGroups

Toprovidesalesagentswithastepbystepprocessforconductinggroupsalesevents.

50minutes

5 SellingtheProducttoIndividuals

Toprovidesalesagentswithastepbystepprocessforconductingdoor-to-doorsales

40minutes

6 Overcomingobjections

Toequipsalesagentswiththeskillstoaddressobjectionsfrompotentialcustomerstoconvincepeopletobuy.

60minutes

7 Closingasale Tolearnhowtotransitionfrommakingyourpresentationtoaskingfortheorder.

70minutes

8 Logistics Tolearnhowtoorganizeandplanforsalesactivities,coordinatewithpartnersandstakeholders,andkeepaccurateandtimelyrecords.

80minutes

9 Practiceyourpresentation

Topracticethestepsofthepresentationandclosing,andreceivefeedbackfromtrainer

65minutes

DayThree

Session Topic Purpose Time

1 Observation Togivesalesagentstheopportunitytowatcharealsaleseventanddoor-to-doorsalesfromanexpert.

2-3hours

2 Q&A Salesagentshavetheopportunitytoaskquestionsandshareobservations.

1hour

DayFour

1 FieldPractice Traineesconducttheirownsaleseventanddoor-to-doorsales.

2-3hours

2 Feedback Facilitatorgivesfeedbackandcoachingbasedonperformance.

1hour

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DayFive

1 FieldPractice Traineesconducttheirownsaleseventanddoor-to-doorsales.

2-3hours

2 Feedback Facilitatorgivesfeedbackandcoachingbasedonperformance.

1hour

3 Debrief Finalfeedbackandreviewoftrainingbyfacilitator

30minutes

4 Q&A Salesagentsaskanyremainingquestionsonsalesskillsorlogistics.

30minutes

5 Planningandsettingtargets

Facilitatorcompletesplanningformwithsaleagentswhichdetailswheneachsalesagentswillgotoeachvillage.Alsosetweeklyandmonthlytargetsfornumberofpresentationsandnumberoforderstakenduringeachpresentation.

1hour

23

TrainingModules

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INTRODUCTIONTOSANITATION

MARKETING

WHATMAKESAGOODLATRINE?

Askparticipantstodescribetheirideallatrine.Encouragethemtolistspecificfeatures,suchaspourflush,tiles,ceramicpan,etc.Listresponsesontheleftsideoftheflipchart.Askparticipantswhytheyvalueeachfeature.Listresponsesontherightsideoftheflipchartnexttothecorrespondingfeature.

WHATAMISELLING?

Presenttheproductusingthe“WhatamIselling”powerpointpresentation.Thiscanbeprojectedontothewallorscreen,orprintedoutandshowntothegroup.Provideabriefdescriptionofthemainfeatures.

Discussthefeaturesthatarethesameanddifferentfromthefeaturesthatthesalesagentslistedinthepreviousactivity(leftsideofflipchartpaper).

WHYARELATRINESIMPORTANT?

ReviewslidewithinformationonwhatpoorsanitationmeansforhouseholdsinLaos.

Showslidethatshowswhatitmeansforsalesagents.(Money!NewSkills!HelptheirCommunities!)

Purpose:Tolearnabouttheproductyou’reselling,whypeoplewanttobuyit,andwhyit’simportantforthecommunityandthecountry!

Time:55minutes

Materials:Flipchartpaper,markers,tape,WhatamIselling?PPT(AnnexF1),Whyarelatrinesimportant?PPT(AnnexF2)

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Q&A

Takeandansweranyquestions.

FEATURESANDBENEFITS

WHAT’STHEDIFFERENCEBETWEENFEATURESANDBENEFITS?

Gobacktothelistthatyoucreatedwithsalesagentsabouttheirideallatrine.Labeltheleftside“features”andtherightside“benefits.”

KeyPoint:Salesagentsshouldalwayslinkafeaturewithabenefit.Peopledonotbuythingsbecauseoffeatures,butbecauseofbenefits.

EXAMPLE

Pickanobjectintheroom.Thiscouldbeapen,ashirt,aphone,etc.

Askparticipantstodescribethefeaturesoftheobject.Correctthemorpromptthemwhennecessary.

Listoutthefeaturesoftheobjectonanotherflipchart.Then,foreachfeature,askparticipantstonamethebenefitthatgoesalongwiththatfeature.

FurtherinformationandtoolsforreferencecanbefoundintheSalesAgentTraineeHandbook.

Purpose:Toensurethatsalesagentsunderstandthatwemustsellourproductstoconsumersusingbothfeaturesandbenefitsoftheproductaswellasconsideringfunctionalandemotionallevers.

Time:20minutes

Materials:Flipchartpaper,markers,tape


26

WHYDOPEOPLEBUYLATRINES?

OVERVIEWOFRESEARCH

Asktheparticipants:Whydoyouthinkpeoplebuylatrines?Writetheiranswersonapieceofflipchartpaperandpostonthewall.ExplainthatpeoplealloverLaoswereaskedthesamequestion.Whywouldyoubuyalatrine?Or,whydidyoubuyalatrine?Showslides1-7ofthe“Whydopeoplebuylatrines”powerpointpresentation.Havetheparticipantsreadthequotesoutloud.ExplainthatthesearequotesfromrealLaopeopleandcanbeusedduringtheirsalespitchesastestimonials.AsktheparticipantstolistthetopmotivationsforbuyingalatrineforhouseholdsinruralLaos.Writetheanswersonaflipchart.Makesuretomention:

a. Convenience(examples:don’thavetogooutinrain,don’thavetowalkfaratnight)b. Safety(examples:safefromsnakes,mosquitos,fallingdown)c. Communityrespect(examples:nosmelltobotherneighbours,showsyoucareaboutthe

cleanlinessofvillage)d. Health(examples:lesssicknessfromdiarrhea,savemoneyonmedicalbills)

FEATURESANDBENEFITSOFTHELATRINEPRODUCT

Presenttheproductagain.Askparticipantstolistfeaturesandbenefitsofthelatrine.Discusshowthebenefitsrelatetothefindingsfromtheresearch,focusingonconvenience,safety,comfort,

respect,andhealth.

NOTE:Healthistheleastimportantmotivation,sotheremaynotbeanyfeaturesthathaveprimarybenefitsrelatedtohealth.

FEATURESANDBENEFITSGAME

Writeeachfeatureofthelatrineonaseparatepieceofpaper.Dothesamewithbenefits.Mixupthepiecesofpaper.

Purpose:Toteachsalesagentskeymessagesthattheyshoulduseduringthesalespitch,andhowtheflipchartcanguidethemindeliveringthosemessages.

Time:80minutes

Materials:Flipchartpaper,markers,tape,A4paper,Whydopeoplebuylatrines?PPT(AnnexF3)

27

Dividetheparticipantsintoteams.

Thefacilitatorsshouldtakeapieceofpaperandshowittotheteams.Ifthepaperhasafeaturewrittenonit,theteamsshouldnamethecorrespondingbenefit.Ifthepieceofpaperhasabenefitwrittenonit,theteamsshouldnamethecorrespondingfeature.

Theteamthatshoutsthecorrectanswerfirstgetsapoint.Theteamwiththemostpointswins.


28

HOWTOSELLALATRINE

THEFLIPCHART

Passoutflipchartstoallparticipants.

Explainthatthisisthetoolyouwillusetopresentfeaturesandbenefitsoflatrinestoyouraudience.

Explainthatthesidewiththepicturesiswhatyouwillshowtotheaudience.Onthebackarenotestohelpremindyouofkeypointstomakeduringthepresentation.

Thenotesareforguidanceonly.Salesagentsshouldnotreadthenotestotheaudience.

Explainthattheflipchartisdesignedtofirsttalkaboutwhyopendefecationisinconvenient,

uncomfortable,unsafe,andunhealthy.Thenitmovesintohowlatrinesarethesolutiontoaneasier,morecomfortable,safer,andhealthierlife!

HOWTOUSETHEFLIPCHART

Usethepowerpointtogothrougheachpageoftheflipchart.

Discusshowtheslidesonthenegativeaspectsofopendefecationarerelatedtothebenefitsofthe

latrine.Hint:eachfeatureofthelatrineprovidesabenefitthatsolvestheproblemsofopendefecation!

FLIPCHARTDEMONSTRATION

Facilitatorgivesanexamplepresentationusingtheflipchartasiftheparticipantsarevillagers.Makesurethepresentationisparticipatory,justliketherealsaleseventshouldbe.

Q&AANDDISCUSSION

Askparticipantsfortheirfeedbackonthepresentation.

Purpose:Tofamiliarizesalesagentswiththeflipchart,howtouseit,andgivethemanopportunitytopractice.

Time:165minutes

Materials:Salesflipchart(AnnexG),FlipchartPPT(AnnexF4),SellingSkillschecklist(AnnexH),pens

29

Emphasizeimportantsalesskillssuchas:

• audienceparticipation• eyecontact• smiling• useofhumor• holdingtheflipchartsothattheaudiencecanseeit• notreadingthenotesfromthebackoftheflipchart.

Answeranyquestionstheparticipantsmighthave.

PRACTICE

Breakintosmallgroups.Giveeachgroupasellingskillschecklistthatoutlinesallofthegoodsellingskillsthatthesalesagentshoulddowhenpresenting.Giveeachgroupaflipchart.

Onepersonshouldpresentwhiletheotherscompletethechecklist.Thefacilitatorshouldwalkaroundtheroomandadvise/coachwherenecessary.

Afteronepersonfromeachgrouppresents,askeachgrouptosharetheirfeedbackonthepresentation.Discusswhateachpersondidwellandwhattheyneedtoimproveon.

NOTE:Dependingonthenumberofpeopleinthegroup,thisactivitymayneedtobebrokenupinto

twodifferentsessions.


30

PREPARINGFORTHESALESEVENT

HOWTOPREPARE

Thefirststeptosellinglatrinesistoorganizethesalesevent.Todothis,youneedtoworkwiththevillagechiefintheplacewhereyouwanttoselllatrines.Thestepsofpreparationare:

1. Contactthevillagechiefandarrangeameeting2. Explainwhoyouare(name,villageyou’refrom,enterpriseyourepresent)3. ShowyourofficialletterapprovedbyNamSaat4. Decideonadayandlocation5. Askthevillagechieftojoinyouatthesaleseventanddoor-to-doorsales6. Askthevillagechieftotellpeopleabouttheevent7. Askthevillagechieftoinviteallhouseholdsthatdonothavelatrines,andthreehouseholds

thatdohavelatrines

WORKINGWITHVILLAGECHIEFS

Oneofthebestwaysthatyoucanensurethatyoursaleseventwillbesuccessfulisbydevelopingagoodrelationshipwiththevillagechief.Thevillagechiefcanencouragepeopletobuyalatrine.Thesearewaysthatvillagechiefscanbemotivatedtohelpyougetmoreorders:

1. 10,000LAKcommissionondeliveryoflatrine2. ODFstatusforvillage3. ModelHealthyVillagestatusforvillage

Discusswithsalesagentsthebenefitsofeachofthesemethods.Brainstormotherideasformotivatingvillagechiefs(withoutmoremoney!)andlistthemonaflipchart.Inpairs,practicehavingthisdiscussionwithvillagechiefs.Onepersonwillbethevillagechieffirst,thentheywillswitchparts.

Purpose:Toshowsalesagentshowtoworkwithvillagechiefstoorganizeasalesevent.

Time:60minutes

Materials:PreparingthesaleseventPPT(AnnexF5),flipchartpaper,markers,tape

31

DISCUSSION

Doyouhaveanyquestions?Whatproblemsdoyouthinkyoumightruninto?Askeachpersontolistonestepofpreparationuntilallstepsarelisted:

1. Contactthevillagechiefandarrangeameeting2. Explainwhoyouare(name,villageyou’refrom,enterpriseyourepresent)3. ShowyourofficialletterapprovedbyNamSaat4. Decideonadayandlocation5. Askthevillagechieftojoinyouatthesaleseventanddoor-to-doorsales6. Askthevillagechieftotellpeopleabouttheevent7. Askthevillagechieftoinviteallhouseholdsthatdonothavelatrines,andthreehouseholds

thatdohavelatrines


32

SELLINGTHEPRODUCTTOGROUPS

HOWTOCONDUCTASALESEVENT

Explainthattherearetwotypesofdirectsalesthattheywilldo.Thefirstoneisthegroupsalesevent.Trainerpresentseachstepofgroupsaleonpptandexplainswhythestepisimportant:

1. Introduceyourselfandthelatrinebusiness2. Introducethetopic(shit!)3. Learnaboutthesanitationproblemsinthevillagebyaskingquestionsabouttheproblems

theyfacewithopendefecation.4. Presentyourlatrinesasasolution.5. Askfortestimonialsofpeoplewhoownlatrines6. Presenttheproduct,focusingonbenefits.7. Askforquestionsfromthewholegroup.8. Inviteparticipantstodiscusswiththepeoplearoundthem,thenanswerquestionsand

addressobjectionsinthesmallergroups.9. Askfororders

PRACTICE

Splitintogroupsandpractice.Participantssplitintogroupsandpracticethepresentationusingtheflipchart.Givenon-presentersparticipantsinformationontheroletheywillplay(ie.bringupanobjection,displayadysfunction).

DISCUSSION

Howdiditgo?Oh,itwashardtomanagethegroupandpeoplekeptdisagreeing?Well,we’regoingtobreakforteanowbutwhenwecomebackdiscusshowwecanovercomethesesituations.Togethergroupgoesoversteps.Haveoneparticipantlistastepuntilyouhavelistedallthesteps.

1. Introduceyourselfandthelatrinebusiness2. Introducethetopic(shit!)

Purpose:Toprovidesalesagentswithastepbystepprocessforconductinggroupsalesevents.

Time:50minutes

Materials:HowtosellPPT(AnnexF6),salesflipchart(AnnexG),flipchartpaper,markers,tape

33

3. Learnaboutthesanitationproblemsinthevillagebyaskingquestionsabouttheproblemstheyfacewithopendefecation.

4. Presentyourlatrinesasasolution.5. Askfortestimonialsofpeoplewhoownlatrines6. Presenttheproduct,focusingonbenefits.7. Askforquestionsfromthewholegroup.8. Inviteparticipantstodiscusswiththepeoplearoundthem,thenanswerquestionsand

addressobjectionsinthesmallergroups.9. Askfororders


34

SELLINGTHEPRODUCTTOINDIVIDUALS

HOWTOCONDUCTDOOR-TO-DOORSALES

Thesecondmethodofdirectsalesisdoor-to-doorsales.Explainthatthisisusuallydoneafterthegroupsalesevent.Trainerpresentseachstepofdoor-to-doorsalesonpptandexplainswhythestepisimportant:

1. Getlistofhouseholdswithoutlatrinesfromvillagechief.2. Gotoeachhouseholdandintroduceyourselfandthelatrinebusinessyourepresent3. Introducethetopic(shit!)4. Learnabouttheindividual’sproblemswithopendefecationbyaskingthemquestionsabout

theircomfort,convenience,andprivacy.5. Presentyourlatrinesasasolution.6. Presenttheproduct,focusingonbenefits.7. Askforquestions.8. Askfortheorder.

PRACTICE

Splitintogroupsandpractice.Participantssplitintogroupsandpracticethepresentationusingtheflipchart.

DISCUSSION

Discusswhatwasdifferentorthesameaboutthismethodvs.groupsalesevent.Whichonedoyouthinkiseasier/harder?Why?

Purpose:Toprovidesalesagentswithastepbystepprocessforconductingdoor-to-doorsales.

Time:40minutes

Materials:Salesflipchart(AnnexG)


35

OVERCOMINGOBJECTIONS

INTRODUCTION

Aswesawinourlastactivitypeoplehavereasons,goodreasons,whytheydonotwanttobuildalatrine.Ourjobassalesagentsittohelpthemprioritizesanitationandfindsolutionstotheobjectionsthattheyraise.Thestepstoovercominganobjectionare:

1. Repeattheirconcernsotheyknowthatyouunderstand.2. Askaclarifyingquestion.3. Reviewwhattheylikedaboutthelatrine.4. Reason:providearesponseabouttheirobjection5. Request:“Wouldn’titbegreattohave________(whatevertheymentionedinstep2)and

savemoney?6. Returntothesale:“SoasIwassaying…”

ADDRESSINGOBJECTIONSACTIVITY

Comeupwithalistofpossibleobjectionsconsumersmighthaveandwritethemontheflipchartpaper.Makesurethefollowingareincludedinthelist:

- Idon’thaveenoughmoney.- Iwanttobuildmyownlatrine.- Thelatrinewillfilluptooquickly.- Ihavetotalktomyhusband/wife/childrenfirst.- Negativecommentsfrompeoplewhotrytoconvinceothersnottobuy.

Thenbrainstormasagrouphowtorespondtotheseobjections.Emphasizethefollowingstepsinaddressingobjections:

1. Repeattheirconcernsotheyknowthatyouunderstand.2. Askaclarifyingquestion.3. Reviewwhattheylikedaboutthelatrine.4. Reason:providearesponseabouttheirobjection5. Request:“Wouldn’titbegreattohave________(whatevertheymentionedinstep2)and

savemoney?6. Returntothesale:“SoasIwassaying…”

Purpose:Toequipsalesagentswiththeskillsandknowledgetheyneedtoeffectivelyrespondtothequestionsandconcernsofpotentialconsumers.

Time:60minutes

Materials:Flipchartpaper,markers,tape,AddressingObjectionsHandout(seetextbox),salesflipchart(AnnexG)

36

PRACTICEPRESENTATION

Haveparticipantswhodidnotpresentbeforebreakusingtheflipchart,andchoosetwoparticipantstointerruptwithobjections.Observeandprovidefeedbacktopresentersontheirabilitytoeffectivelyaddressobjectionsusingthestrategiesprovided.

WRAPUP

Gooverthestepstogetherasagroup.Haveoneparticipantlistastepuntilyouhavelistedallthesteps:1.Repeattheirconcernsotheyknowthatyouunderstand.2.Reviewwhattheylikedaboutthelatrine.3.Reason:providearesponseabouttheirobjection4.Request:“Wouldn’titbegreattohave________(whatevertheymentionedinstep2)andsavemoney?5.Returntothesale:“SoasIwassaying…”


37

CLOSINGTHESALE

REVIEWSTEPSOFCLOSINGTHESALE

Gooverhowtotalkabouttheprice,askfortheorder,fillouttheorderform,andnextsteps.

INTRODUCELATRINEPOSTER

Discusshowtousethisposterafterbreakingupintosmallgroupsafterthesalespitch,andatdoor-to-doorsales.Encouragethemtousethispostertotalkaboutthepriceofeachlatrine,options,deliveryandinstallationfees,andmostly,theBENEFITS!

HOWTOUSEORDERFORMS

Passoutcopiesoftheorderformsandexplaineachpart,howtocalculatedeliverycosts,andwhoshouldkeepcopiesoftheforms.Discussthedifferencesbetweeneachproductoffering,andanyadvantagesordisadvantagesofeach.

INSTALLATIONGUIDE

Passoutcopiesofinstallationguides.Explainthatanycustomerthatdecidestoself-installshouldreceiveacopyofthisinstallationguide.

MANAGINGLEADSGENERATED

Passoutcopiesofleadsgeneratedform.Explainthatthislisthelpsthemtoknowwhototalktowhentheygobacktothevillageagain.Explainthatoftenittakespeoplesometimetodiscusswiththeirfamiliesandtoseeothersgetlatrinesbeforetheyarewillingtobuy.Togetcommissionfor

thesesales,makesuretheykeepintouchandgobacktothesepeopleagain.

Purpose:Tolearnhowtotransitionfrommakingyourpresentationtomakeasale.

Time:70minutes

Materials:ClosingtheSalePPT(AnnexF7),latrineposter(AnnexC),orderforms(AnnexI),installationguide(AnnexJ),leadsgeneratedcontactsheet(AnnexK)


38

LOGISTICS

PLANNINGTHESALESEVENT

Gooverthestepsthatthesalesagentsneedtodoinordertoprepare.HaveoneparticipantreadoutloudthestepsofStep1:Planning

1. ContacttheVillageChiefandarrangeameeting2. Explainwhoyouare3. Scheduleadayforsalesevent.Agreeonalocation.4. Asklatrineownerstocometotheeventandsharetheirexperiences5. Asklatrineownerstoinvite3bestfriends/relativeswhodon’talreadyhavealatrinetocome

totheevent6. Bringallmaterialswithyouonthedayofthesaleseventusingthematerialschecklist.

REPORTING

Passoutplanningsheetstosalesagents.Explainthatthissheetwillbeusedtofollowupontheirprogressandhelpthemtoorganizetheirtime.ThissheetshouldbecompletedwiththeFacilitatorattheendofDay5.

ROLESANDRESPONSIBILITIES

ExplaintherolesandresponsibilitiesofeachgroupintheSanMarkstructure:- SanMarkProvincialCoordinators:Willcollectweeklyreportsandplansfromsalesagents.

Willobservesalesagentsandprovidefeedbackonperformanceweeklyforthefirstmonth,andthenoncepermonthafterthat.

- SanMarkEnterprise:SalesagentswillprovidecopiesoforderformstoWASHEnterpriseeveryweek.WASHEnterprisewillprovideallformsandmaterialsnecessaryforthesale.

-

COMMISSIONANDLEADSGENERATED

Explainhowtheywillbepaidforon-sitesalesandsalesthroughleadsgenerated.

Purpose:Tolearnhowtoorganizeandplanforsalesevents,coordinatewithstakeholders,andkeepaccuraterecords.

Time:80minutes

Materials:Materialschecklist(AnnexL),planningsheet(AnnexP),contactinformationforSanMarkProvincialCoordinatorandenterpriseowner,QualityAssuranceChecklist(AnnexM),VillageChiefcontract(AnnexN),LeadsGeneratedContactSheet(AnnexK)

39

ROLEOFTHEVILLAGECHIEF

Discusstheroleofthevillagechief,includingQualityAssuranceChecklist,collectingdepositsonleadsgenerated,andhowtoexplainrelevantformstoVillageChief.


40

PRACTICEYOURPRESENTATION

PRACTICE!

Inpairs,haveparticipantsmakethesalespresentationtoeachother,andgivefeedbackoneachother’sperformance.Thetrainershouldobservegroupsanddiscusscommonareasforimprovement.

Purpose:Topracticethestepsofthepresentationandclosing,andreceivefeedbackfromtrainer.

Time:65minutes

Materials:Salesflipchart(AnnexH)

41

VILLAGESALESEVENTDEMONSTRATION

DEMONSTRATION

Thefacilitatororanothersalesexpertshouldconductasalespresentationinanearbyvillage.EnsurethatthevillageischosencarefullyusingdataprovidedbyNamSaatandCLTS.

Thepersonconductingthepresentationshouldbeanexpertinthisparticularsalespresentationinordertoprovideagoodexamplefortraineestofollow.

DISCUSSIONANDQ&A

Discusstheoutcomesofthesalesevent.Howmanyordersdidyouget?Whydoyouthinkyougotthatmany?Whatproblemsdidyouface?Whatobjectionsdidthevillagershave?

Answeranyquestionsthetraineeshave.

Purpose:Toprovideanexampletotraineesonhowtoeffectivelyconductavillagesaleseventanddemonstratesellingskillscoveredintheclassroom.

Time:180minutes(includestraveltimetothevillage)

Materials:Salesflipchart(AnnexG),orderforms(AnnexI),latrineposter(AnnexC),pens,leadsgeneratedcontactsheet(AnnexK),ordertrackingjournal(AnnexO)


42

DOOR-TO-DOORSALESDEMONSTRATION

DEMONSTRATION

Thefacilitatororanothersalesexpertshouldconductdoor-to-doorsalesinthevillage,ledbythevillagechief.

Thepersonconductingdoor-to-doorsalesshouldbeanexpertinordertoprovideagoodexample

fortraineestofollow.

DISCUSSIONANDQ&A

Discusstheoutcomesofthedoor-to-doorsales.Howdidthesecomparetotheoutcomesofthesalesevent?Why?Whatproblemsdidyouface?Whatworkedwell?

Answeranyquestionsthetraineesmighthave

Purpose:Toprovideanexampletotraineesonhowtoeffectivelyconductdoor-to-doorsalesanddemonstratesellingskillscoveredintheclassroom.

Time:90minutes

Materials:Salesflipcharts(AnnexG),orderforms(AnnexI),latrineposter(AnnexC),pens,leadsgeneratedcontactsheet(AnnexK),ordertrackingjournal(AnnexO)


43

VILLAGESALESEVENTPRACTICE

PRESENTATION

Thefacilitatorshouldobservethetraineesmakingthepresentationandsupportasnecessary.Letthetraineeleadthepresentation,butprovidegentlereminderstohelpthetraineeself-correct

throughoutthepresentation.

Addinanymissinginformationandcorrectanywronginformationasneeded,butonlyifitisaveryimportantdetail.Trytoremaininthebackground.

FEEDBACKANDQ&A

Givesupportive,clearfeedbacktothetrainees.Focusbothonpositiveandnegativeaspectsoftheperformance.

Whatdidtheydowell?Whatdidtheyremembertosaythatwasveryimportant?Didtheyaddress

objectionswell?

Howwelldidtheyusethesalestools?Didtheyfillouttheorderformscorrectly?Didtheyexplaintheproductoptionsclearly?

Whatwasthemostdifficultpartforthetrainee?Whatdidthetraineeforgettodoorsay?Whichobjectionwasthemostdifficulttoanswer.Give2-3specificpointsthatthetraineecanimproveon

nexttime.

Answeranyquestionsasneeded.

Purpose:Toallowtraineestopracticethesellingskillslearnedintheclassroom.

Time:180minutes(includestraveltimetothevillage)

Materials:Salesflipchart(AnnexG),orderforms(AnnexI),latrineposter(AnnexC),pens,leadsgeneratedfollowupsheet(AnnexK),ordertrackingrecord(AnnexO)

44

DOOR-TO-DOORSALESPRACTICE

DOOR-TO-DOORSALES

Observetraineesconductingdoor-to-doorsales.Allowthetraineetoleadthesalespitch.Provideanymissinginformationorcorrectanywronginformationifitisimportant.Providesupportifthe

traineeisstrugglingtomakethesale.

FEEDBACKANDQ&A

Givesupportive,clearfeedbacktothetrainees.Focusbothonpositiveandnegativeaspects.

Whatdidtheydowell?Whatdidtheyremembertosaythatwasveryimportant?Didtheyaddressobjectionswell?

Howwelldidtheyusethesalestools?Didtheyfillouttheorderformscorrectly?Didtheyexplaintheproductoptionsclearly?

Whatwasthemostdifficultpartforthetrainee?Whatdidthetraineeforgettodoorsay?Which

objectionwasthemostdifficulttoanswer.Give2-3specificpointsthatthetraineecanimproveonnexttime.

Answeranyquestionsasneeded.

Purpose:Togiveanopportunitytopracticesellingskillslearnedintheclassroom.

Time:90minutes

Materials:Salesflipchart(AnnexG),orderforms(AnnexI),latrineposter(AnnexC),pens,leadsgeneratedcontactsheet(AnnexK),ordertrackingjournal(AnnexO)

45

Annexes

i

A.ENERGIZERS1. OneTwoShhh

Askallparticipants tostandup. Instruct themto followyouractionsandwords.Say“one,

two, threeshhhh”andpointup.Say“one, two, threeshhh”andpoint left.Say“one, two,three shhh” and point down. Say “one, two, three shhh” and point right. Make sureeveryoneisfollowingalongcorrectly.

Thenrepeat,saying“one,twoshhhh.”Then“one,shhhh.”Then“shhh.”Congratulateparticipantsonfollowingdirectionsandlistening!

2. OnethroughTen

Askallparticipantstocounttotentogether.Therulesare:onlyonepersonisallowedtosayanumberatonetime. Iftwopeoplesayanumberatthesametime,thegroupmuststartover.Theyarenotallowedtodiscusswhowillcalloutwhichnumber,orpointateachother

duringthecountingprocess.3. Floatingstick

Useabamboostick,broomstick,orsomethingsimilar.Askallparticipantstostandoneitherside of the stick and hold out their index fingers, pointing in front of them. Lay the stickacross all participants’ fingers. Instruct participants tomove the stick slowly down to the

floortogether.Allparticipantsneedtohavetheirfingerstouchingthestickthewholetime,ortheyhavetostartover!Aftertheyhavesuccessfully loweredthesticktotheground,askthemtoraiseitupabove

theirheadstogether.Congratulateparticipantsonworkingtogetherasateam!

4. Stepacrossthelinetogether

Askparticipantstostandinaline,sidebyside,andlinkarms.Electoneleaderandtellthemthateveryoneneeds to stepacross a lineon the floor in frontof themat the same time.Repeat this activity around 3 times and elect a new leader each time. This activity seems

easybutmanypeoplecannotaccomplishiteasily!Congratulateparticipantsonworking togetherasa team,andcongratulate the leadersonleadingtheirteameffectively!

5. JokestoryUsethisstorytogetparticipants laughing,tocreateafun,openatmosphere,andtoallowparticipantstorelax!

Everythinginourbodieswantstobetheboss.Ourhands,ourmouth,ourfeet,ourbrains,ourhearts,evenourbums!Thehandssay,“Weshouldbetheboss!Withoutus,youcan’tdoanything!Wedoalltheactivities—cookingfood,cleaningup,washingthehair,brushingthe

teeth…weshouldbetheboss!”Themouthsays,“No,Ishouldbetheboss!Withoutme,youcannot eat and you would die!” The feet say, “We should be the boss!Without us, youcannotgoanywhere toget foodor runaway fromdanger!”Thebrainsays, “No, Iamthe

most important! You cannot do anythingwithout thinking!” The heart says, “If I stoppedbeating,youwoulddie!Ishouldbetheboss!”

ii

Thebumsays,“Iwanttobetheboss!”Alltheotherpartsofthebodyturnonthebumandsay,“That’sridiculous!Youcan’tbetheboss!Youdon’tdoanything!You’restupid!”

Whenthebumheardthis, itgotverysad,andclosedup.Thebumstayedclosedformanydays.Afteracoupleofdays,theotherpartsofthebodyfindthattheyareunabletodotheirjobs well. The hands are weak, the feet cannot move, the mouth cannot eat, the brain

cannot think, the heart is feeling weak and anxious. So the body parts finally say, “Ok!Bum—youshouldbetheboss!”Andthebumsmiled,openedup,anddiditsjob—itjustsatinthechairandalldayanddid

nothingsothattherestofthebodypartscouldwork!

iii

B.PRE-TEST/POST-TESTSalesagenttrainingpre-test/post-test

1. Whatissanitationandwhyisitimportant?

2. Whatare3featuresofapour-flushlatrine?

3. Whatarethebenefitsofthosefeatures?

4. Name3reasonsthatpeoplebuylatrines.

5. Whatwouldyoudotoplanasalesvisit?Listatleastthreesteps.

6. Inasalesevent,whatisthecorrectordertogooverthesetopics:thebenefitsoflatrineownership,thecostofalatrine,problemswithopendefecation,askingforanorder?7. Nametworeasonspeoplemightgivefornotpurchasingalatrine,andhowyouwouldrespond.

8. Whatshouldyoudiscusswithcustomersaftertheydecidetopurchasealatrine?

iv

C.LATRINEPOSTER

v

D.RETURNONINVESTMENTCALCULATOR

SalesAgentCommissionPotential-20ordersperweek

Week1 Week2 Week3 Week4Totalformonth

Presentations 2 2 2 2

Ordersperpresentation 10 10 10 10

Totalordersperweek 20 20 20 20 80

Salesagentcommission

30,000₭

30,000₭

30,000₭

30,000₭

Commissionavailable

600,000₭

600,000₭

600,000₭

600,000₭

2,400,000₭

$300

8,000

SalesAgentCommissionPotential-10ordersperweek

Week1 Week2 Week3 Week4Totalformonth

Presentations 2 2 2 2

Ordersperpresentation 5 5 5 5

Totalordersperweek 10 10 10 10 40

Salesagentcommission

30,000₭

30,000₭

30,000₭

30,000₭

Commissionavailable

300,000₭

300,000₭

300,000₭

300,000₭

1,200,000₭

$150

8,000

vi

E.BUDGETTEMPLATE

BudgetEstimationsandAdvanceRequest

Purpose:

Date:

Location:

No Description Unit/Price Qty Total Remarks

I PerDiem:(Fullname)

1 Trainingfacilitators

2 DistrictNamSaatrepresentative

3 ProvincialNamSaatrepresentative

4 Trainees

Subtotal

II Transportation:

1 Transportationcompensationfortrainees(fuel)

2 Transportationcompensationfornon-localparticipants(fuel,carormotorbikerental)

Subtotal

III Stationary

1 Pre/Post-test(copy)

2 Marker(red,black,green)

3 Pen

vii

4 PapercolorA4

5 Postit(big)

6 Flipchartprinting(color)+hardcompression

7 Flipchartpaper(A-0)

8 Latrineposter(color)+hardcompression

9 Printingandphotocopying

Subtotal

IV Misc.

1 CoffeeBreak

2 Meetingroomrental

Subtotal

TOTAL

viii

F.POWERPOINTPRESENTATIONSF1.WHATAMISELLING?

xii

F2.WHYARELATRINESIMPORTANT?

xiv

F3.WHYDOPEOPLEBUYLATRINES?

xviii

F4.THEFLIPCHART

xxvii

F5.PREPARINGFORSALESACTIVITIES

xxviii

xxxi

F6.HOWTOSELL

xxxiii

xxxv

F7.CLOSINGTHESALE

xxxvii

xxxviii

xxxix

G.FLIPCHART

xliv

H.SELLINGSKILLSCHECKLISTSellingSkillsChecklist

□ Introducedthemselves,theEnterprise,andthetopic

□ Talkedaboutnegativeaspectsofshittingoutside

□ Askedforstoriesaboutpositiveexperiencefromlatrineowners

Talkedaboutpositiveaspectsofowningalatrine:

□ Respectfromyourneighborsandfriends

□ Modernpour-flushdesignhasnosmellandisusedincities

□ Tilesareeasytocleanandbeautiful

□ Homedeliveryreducestimeandmoneyspentontransport

□ Buildingtheirownsuperstructureallowsthemtoupgradeovertime

□ Producedbyatrustedconcretemanufactureranddesignedbyengineerssoyouknowtheproductissafeforyourfamilyandwilllastmanyyears

□ Other(list):__________________________________________________

□ None(didnotmentionpositivebenefitsoflatrine)

□ Smiled

□ Spokeloudlyandclearly

□ Encouragedaudienceparticipation

□ Usedflipchartcorrectly

□ Demonstratedunderstandingofproduct

□ Demonstratedunderstandingoforder,delivery,payment,andinstallationprocess

xlv

I.ORDERFORM

Latrine Order Form

Order number:…………… Date:………………

Enterprise name:……………………………….. Tel:……………………………………………

Village:……………………………………….. District:………………………………….

Sales Agent name:……………………………. Tel:……………………………………………

Customer name:………………………………. Tel:……………………………………………

Village:……………………………………….. Unit: ………………………………………...

Photo of product Name Price/Unit Number of Units Total

Slab with tile

including 4 rings

440,000 kip

Slab without tile including 4

rings 380,000 kip

Slab with tile

including 3 rings

400,000 kip

Slab without tile including 3

rings 340,000 kip

Installation 50,000 kip

Delivery charge: 15,000 kip for deliveries within 10KM; if farther than 10km, charge will be

1,500kip/km/latrine (20% increase for 4 ring design)

………………..kip

Date of delivery:……………………………………………… (deliver within 15 days)

Total:

Deposit paid: kip

Remaining Balance:

Sale agent's signature:………………………………

Customer's signature:…………………………………………

Payment: The sales team or chief of village will visit and collect remaining balance 1 day before delivery. If the full balance is not received at this time, the latrine will not be delivered or installed. Deposits or advance payments will

xlvi

not be refunded if the buyer cancels. The buyer will receive a full refund if the enterprise cancels.

Installation: The Enterprise will install the latrine if the full payment is obtained, as mentioned above. The buyer is responsible for digging the pit according to the following specifications: All pits should be 1 meter wide. Pits for 4 ring designs should be a maximum of 1.4 meters deep, and not over 1 meter deep for three ring designs. Pits should be located at least 15 meters from any wells. Two days after installation, the buyer may begin using the latrine and/or build a shelter.

Warranty: The Enterprise will repair or replace latrines if there are any problems up to one year after installation.

xlvii

J.INSTALLATIONGUIDE

xlviii

K.LEADSGENERATEDCONTACTSHEETLEADSGENERATEDCONTACTSHEET

SalesAgentName:____________________________

Date:_____________________________

VillageName:________________________________

HouseNumber

Name Interested?

(Yes/No)

Reason/Details FollowUpDate

xlix

L.SALESMATERIALSCHECKLIST

Orderforms

Flipchart

Latrineposter

Followupsheet

VillageChiefContract

OrderTrackingJournal

InstallationInstructions

VillageChiefQualityChecklist

OfficialletterfromNamSaat

CarbonPaper

PlanningSheet

MaterialsChecklist

l

M.VILLAGECHIEFQUALITYASSURANCECHECKLIST

QAChecklistforLatrineInstallation

ແບບຟອມກວດກາຄຸນນະພາບຂອງການຕິດຕັ້ງ

CustomerName:……………………………..Village:…………………..District:……………….Province:…………

ຊື່ລູກຄ້າ:…………………………….ບ້ານ:………………..ເມຶອງ:……………ແຂວງ:…………

QAname:…………….…………………….Tel:…………………………………Installeddate:……………………………

ຊື່ຜູ້ກວດກາ:………………………..ໂທ:……………………..ວັນທີ່ຕິດຕັ້ງ:…………………….

TicktheboxA

ໝາຍ" ໃສ່ກ່ອງສີ່ລ່ຽມ#ຕາມແຕ່ລະຂໍ້ :

"

Thedistancebetweenthetoiletandthedrinkinggroundwatersourceismorethan15meters

1

ໄລຍະຫ່າງລະຫວ່າງວິດຖ່າຍກັບແຫຼ່ງນ້ຳກິນ,ນ້ຳໃຊ້(ນ້ຳສ້າງ)ເກີນ15ແມັດຂື້ນໄປ.

#

Ifcustomershaveasmallarea.Makesurethetoiletislowerthandrinkinggroundwatersource.

(howmanymetersfromeachother)

!1-5meters,!5-10meters,!10-15meters.

ຖ້າວາລູກຄ້າມີພື້ນທີ່ນ້ອຍມ,ຕ້ອງໝັ້ນໃຈວ່າວິດຖ່າຍຕ້ອງຢູ່ຄ່ອຍຕໍ່າກ່ວາ

ນ້ຳສ້າງແລະຫ່າງກັນປະມານເທົ່າໃດ?!1-5ແມັດ,!5-10ແມັດ,

2

!10-15ແມັດ.

#

Slabisplacedathigherlevelcomparedtothegeneralgroundleveltoprotectitfromflooding

3

ຝາປົກວິດຢູ່ລະດັບສູງກວ່າໜ້າດິນປະມານ20ຊັງຕີແມັດຂື້ນໄປ,ເພຶ່ອປ້ອງກັນບໍ່ໃຫ້ນ້ຳຖ້ວມ.

#

li

Ringsarelevel4

ຕັ້ງແທ່ງສ້າງໄດ້ຕາມລະດັບຮາບພຽງບໍ່ງ່ຽງ#

Thedepthofthepitismaximum1.4metersandaminimum1.2meters

ຄວາມເລິກຂອງຂຸມແມ່ນຖ້າ3ແທ່ງສ້າງເລິກ1.2ແມັດ,ຖ້າ4ແທ່ງສ້າງ

5

ເລິກ1.4ແມັດ.

#

Thebottomofthepitisnotcoveredwithcementconcreteoranyotherimpermeablematerial

6

ທາງພື້ນຂອງຂຸມວິດບໍ່ໄດ້ເທດ້ວຍຊີເມັນປິດໄວ້ ຫຼືວັດຖຸອຶ່ນປົກປິດ.

#

Theringsarenotcementedtogethertoallowleaching7

ແທ່ງສ້າງບໍ່ໄດ້ຈອດຕິດກັນດ້ວຍຊີເມັນເພື່ອປ່ອຍໃຫ້ຂອງເສຍໄຫຼອອກ.

#

Pour-flushpanplacedproperly

ຕິດຫົວວິດຊືມໃສ່ກັບຝາປົກແໜ້ນໜາດີ

8

#

Tilesareneatlyplaced9

ຕິດກະໂລລຽບງາມແລະແໜ້ນໜາດີ

#

Theslabislevelandissealedwithcementtotopring10

ຝາປົກວິດຕິດຕັ້ງໄດ້ລະດັບພຽງແລະຈອດກັບແທ່ງສ້າງເທິງສຸດແໜ້ນໜາດີ

#

Novisiblecracksorchipsintheconcrete11

ບໍ່ມີຮອຍແຕກຫຼືແຫງຂອງຊີເມັນ

#

Nowateratthebottomofthepit12

ບໍ່ມີນ້ຳຊຶມອອກຢູ່ກົ້ນຂຸມວິດ

#

ຂໍ້ແນະນຳ :

- ຫຼັງຈາກຕິດຕັ້ງໜ່ວຍວິດສຳເລັດແລ້ວໃຫ້ຖົມດິນໃສ່ທັນທີເພື່ອປ້ອງກັນບໍ່ໃຫ້ວິດຖ່າຍເຄື່ອນທີ່ຈາກເດີມ.

(Afterfinishedlatrineinstallationcomponents,thenfillsoilaroundandcompactsoilimmediatelytopreventthelatrinemoves).

lii

- ການຖົມດິນຕ້ອງໃຫ້ໄດ້ມາດຕະຖານຄື:ຖົມດິນໃຫ້ເຖິງພື້ນຂອງຝາປົກວິດແລ້ວຕຳໃຫ້ແໜ້ນເພາະວ່າດິນຈະເປັນບ່ອນຮອງຮັບນ້ຳໜັກຂອງຝາປົກວິດ.

(Fillthesoilmustbestandardsuchas:compactgroundaroundtheslabtopreventtheslabisbrokenwhenwesitontheslab).

- ຫຼັ້ງຈາກຕິດຕັ້ງວິດຖ່າຍເສັດແລ້ວຕ້ອງປະໄວ້ປະມານ3ວັນ,ຈຶງນຳໃຊ້ໄດ້.

(Afterfinishedlatrineinstallation,leavethatlatrineabout3days,afterthatcanusethatlatrine).

N.VILLAGECHIEFCONTRACT

liii

ສາທາລະນະລັດປະຊາທິປະໄຕປະຊາຊົນລາວ

ສັນຕິພາບເອກະລາດປະຊາທິປະໄຕເອກະພາບວັດທະນາຖາວອນສັນຍາ

ວ່າດ້ວຍການມອບສິດ ແລະ ໜ້າທີ່ໃຫ້ ພ້ອມຜົນປະໂຫຍດ ສັນຍາສະບັບນີ້ສ້າງຂື້ນທີ່ບ້ານ………………………………………………………………ໃນວັນທີ................................................................................

ລະຫວ່າງ ບໍລິສັດຄອນສະຫວັນຄອນກຣີດອັດແຮງທີ່ມີສຳນັກງານຕັ້ງຢູ່ຖະໜົນ13ເໜືອກມ11ບ້ານນາຂວ້າງເມືອງຊະນະສົມບູນແຂວງຈຳປາສັກໂທ:02055648057(ຝ່າຍກ)

ແລະ ທ່ານ……………………………………………….ປະຈຸບັນຢູ່ບ້ານ…………………….ເມືອງຊະນະສົມບູນແຂວງຈຳປາສັກໂທ:……………………………………….(ຝ່າຍຂ)ຈຸດປະສົງ :ເພື່ອເປັນການປະກອບສ່ວນສຳຄັນໃນການພັດທະນາຍົກລະດັບວຽກງານສຸຂະອະນາໄມກໍ່ຄືວິດຖ່າຍໃນເມືອງຊະນະສົມບູນໃຫ້ດີຍີ່ງຂື້ນກໍ່ຄືການປະກອບສ່ວນຈາກພາກເອກະຊົນພວກຂ້າພະເຈົ້າພ້ອມດ້ວຍທີມງານຈີ່ງມີຄວາມປາດຖະໜາຂໍໃຫ້ທາງອຳນາດການປົກຄອງອຳນວຍຄວາມສະດວກແລະປະກອບສ່ວນດັ່ງລຸ່ມນີ້:ວ່າດ້ວຍຄວາມຮັບຜິດຊອບຂອງ ຝ່າຍ ກ

- ຈັດຕັ້ງທີມງານລົງມາສົມທົບກັບອຳນາດການປົກຄອງເພື່ອໂຄສະນາເຜີຍແພ່ເລື່ອງສຸຂະອະນາໄມ(ວິດຖ່າຍສຳເລັດຮູບ)ໃນແຕ່ລະບ້ານແລະຂາຍວິດໃຫ້ກັບປະຊາຊົນ

- ຈດສົ່ງແລະຕິດຕັ້ງວິດຖ່າຍທີ່ໄດ້ຮັບການສັ່ງຊື້ຈາກປະຊາຊົນທີ່ມັດຈຳຕາມເວລາທີ່ກຳນົດ- ມອບຄ່າປະສານງານ,ຕິດຕາມກວດແລະອຳນວຍຄວາມສະດວກ5,000ກີບ/ຊຸດໃນເວລາມາຕິດຕັ້ງ

ວ່າດ້ວຍຄວາມຮັບຜິດຊອບຂອງ ຝ່າຍ ຂ - ໃຫ້ຄວາມຮ່ວມມືປະສານງານເຕົ້າໂຮມປະຊາຊົນແລະນຳພາທີມງານລົງພົບກັບຄອບຄົວທີ່ຍັງບໍ່ມີ

ວິດຖ່າຍໃນບ້ານຂອງຕົນ- ສະໜັບສະໜູນປະຊາຊົນໃຫ້ມີວິດຖ່າຍເພື່ອຄວາມສະດວກ,ສະບາຍແລະປອດໄພພ້ອມເປັນການປະກອບ

ສ່ວນສ້າງບ້ານພັດທະນາ- ຕິດຕາມກວດກາການຂຸດຂຸມວິດແຕ່ລະຄົນວ່າໄດ້ມາດຕະຖານຫຼືບໍ່ຕາມແບບທີ່ກຳນົດໃຫ້- ຕິດຕາມປະຊາຊົນທີ່ສັ່ງຊື້ແລະມັດຈຳເງິນເພື່ອກວດກາຄວາມພ້ອມກ່ອນບໍລິສັດລົງມາຕິດຕັ້ງ1

ວັນແລະຕິດຕັ້ງແລ້ວຕ້ອງໄດ້ຊຳລະສ່ວນທີ່ເຫຼື່ອທັງໝົດ- ຕິດຕາມປະຊາຊົນທີ່ມີຄວາມສົນໃນແຕ່ຕ້ອງການຊື້ພາຍຫຼັງຢ່າງຕໍ່ເນື່ອງແລ້ວລສຍງານໃຫ້ທີມງານ

ສຸຂະອະນາໄມເພື່ອລົງມາອີກຄັ້ງ- ປະສານງານກັບບໍລິສັດເວລາລົງມາຕິດຕັ້ງວິດຖ່າຍສັນຍາສະບັບນີ້ຈະໝົດອາຍຸຫຼັງຈາກບ້ານໄດ້ມີວິດຖ່າຍຢ່າງຕ່ຳ95%ເທົ່ານັ້ນດັ່ງນັ້ນ,ທັງສອງຝ່າຍຈີ່ງລົງນາມເຊັນສັນຍາຮ່ວມກັນເພື່ເປັນຫຼັກຖານ

ຜູ້ປະສານງານໃນບ້ານ ຝ່າຍບໍລິສັດ

ທີມງານສຸຂະອະນາໄມ 1

ທີມງານສຸຂະອະນາໄມ 2

liv

O.ORDERTRACKINGJOURNAL

Order Tracking Journal Date:

Sales Agent Name:

Enterprise Name:

Village

District

Group Sales Presentation Results

Number of participants

Tile No Tile

lv

Order No. Name Tel 4

Ring 3

Ring 4

Ring 3

Ring Install

Fee Delivery

Fee Total Cost Deposit Balanc

e

Req delivery

date

Total latrine orders

Total Cash Collected

Door to Door Sales

Number of houses visited

Tile No Tile

Order No. Name Tel 4

Ring 3

Ring 4

Ring 3

Ring Install

Fee Delivery

Fee Total Cost Deposit Balanc

e

Req delivery

date

Total latrine

orders Total Cash Collected

NOTES

P.PLANNINGSHEETSalesPlanning/ReportingForm

Date:

EnterpriseName:

SalesAgentName:

SupervisorName:

TotalLatrineSalesWeekly

lvi

Target:EnterpriseTargetArea(maximumdistancefromproductionsiteenterpriseiswillingtodeliver):

_______KM

NameofVillage CurrentLatrineCoverage(%)

PreviousCLTSActivity?(Y/N)

PreviousSanMarkActivity?(Y/N)

TargetLatrineSales

ActualLatrineSales

lvii

N.

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