Cablevision developed an e-learning course that taught salespersons how to increase the number of cable television subscribers, thereby increasing revenue. The company wants to know if salespersons will increase upselling of cable television services (e.g., premium channels) and will try to sell other products (e.g., e-mail and Web access). The company also wants to know the ROI of this training program.

a. What training outcomes should the company collect? From whom should the outcomes be collected?

b. What evaluation design would you recommend? Defend your recommendation.

c. Show how Cablevision can conduct an ROI analysis. Describe the information the company should collect and how it should be collected.