You work in an organization that focuses on wine sales and marketing. Recently, there have been a number of complaints about a particular customer service representative in terms of the accuracy of wine knowledge shared with customers and the timeliness of work orders. Complete the 5-steps in the systems approach to training and development.

Specifically, consider the following: (1) How will you determine whether training is the answer? (2) What is a possible learning or training objective you could identify?

(3) What materials need to be developed? (4) What methods would you use to implement training? (5) How would you evaluate if the training was effective?