Review the material in Training in Action 1-3 . Assume that you were hired to develop a training program for these CSRs. Write down what you believe are the four most important KSAs your training must address and your reasoning for selecting these. If done as a group exercise, allow each member of the group to share the KSAs she identified and her reasoning. Then reach a group consensus as to the four most important KSAs and your rationale for including each KSA. Each group will then report to the rest of the class.