Chapter 22

Sales Training Game: An Avaya Case

Anders Gronstedt

This case study outlines sales leadership training created to certify sales reps on various skills in realistic scenarios using a game approach.


Avaya, a Fortune 500 global leader in business communications, was faced with the challenge of improving sales performance by better uncovering customers’ business issues and problems and becoming a trusted advisor. The sales leadership decided to certify sales reps on various skills in realistic simulated scenarios. The skills range from strategic account planning to sales call preparation, and from presentation skills to product knowledge. The responsibility to assess these Level 1 sales skills fell to Rhonda Duesterberg, senior ...

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