what do you you agree or disagree with is this discussion and what do like or dislike about the discussion? The beginning of this case was made by the upper management who were noticing the sales were not as high as they wanted and needed to find a way to increase them. They chose to use their sales department as a way to improve and did so by giving them an online course in basic sales. The ideal process for understanding why the sales were declining would be to understand where the salespeople were and if they had issues. By doing so it would've let them know that it wasn't because of their lack of sales skills as individuals. The reasons were mainly behind the new products and needing to meet with people to understand and keep up to date on the products of the company. The management should've learned that and found solutions to those issues to see if they helped the salespeople get more sales. Working with outdated information can lead to false changes and attempts to resolve issues. Such as this one, for example, they were given a course on basic sales, and most of them already knew the information and it wasn't what was their main issue. If I were going to make a training program for the agents I would make sure that it was content that was both online and hands$-$on$.$ This along with support from people so they could get clarification and better understanding when needed from teachers or support of the course. I would focus on attempting to keep the salespeople up to date on the new products and where to find the new product updated list so that they can have a solid knowledge of the products they are attempting to sell.