GONG RECIPE BOOK

Training Reps with
New Product Updates

Ingredients: Libraries, Streams, Feedback

What is it?

As your product and engineering teams create and release new features, it’s critical for the sales reps to stay in the loop, so they can accurately communicate the product’s ever-increasing value and specifically connect new features to prospects’ pain points.

Without an organized way to train reps about product updates and new features, companies risk having their reps present tired, outdated scripts and therefore missing customers who are looking for specific solutions.

Who is it for?

A training process that focuses on product updates starts with product managers and cascades down to product marketing managers, customer success teams, customer support, customer education, and sales teams. It should be aligned with the company’s sprint cycle (or follow a monthly or quarterly cycle), so reps (and non-product people, in general) are never too far behind in terms of their understanding of the product’s updates or new features.

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How does Gong help?

How it works

Additional resources

How does Gong help out?

Gong’s built-in features make it easy to design an efficient training process, including a clear system for educating the team about product updates. Some of these features include:

One-time investment for the training program: Product managers can record demo video sessions that can then be shared and reused easily across the company.

A centralized location: Gong’s library can be divided into subfolders by monthly release, audience, product domain, and so on, with applicable access permissions.

Streams: The team can set a naming convention for each type of calls by filtering the call titles and automatically adding them to a stream. By monitoring the stream, managers can understand if and how it’s being used, and they can compare coaching metrics and team stats to determine its effectiveness.

Integration with LMS: Gong can integrate with a few learning management systems (LMS) to package all the training materials, embed demo videos, and create release lessons that can be consumed offline easily.

Feedback in context: Members of the team can use comments to tag specific reps or other people at specific points in videos and provide additional information, such as links to the help center or FAQ, clarifications, and more.

Listening on the go: With the Gong app, team members can access the library and listen to sessions no matter where they are.

How does it work?

1. Create a master Release Training folder or stream in the library

Create a master folder library for product release training and set up subfolders by topic or theme. Start by gathering each product manager’s demo videos in a single Gong library that consolidates all applicable recorded training sessions. You can customize the permissions for this folder to set who can access it or not.

2. Share library with GTM teams or integrate into LMS

Share your curated Gong library with the go-to-market team and relevant reps or integrate it into your learning management system and enrich it with tools like quizzes to build a complete process around educating about product updates. (Read more about embedding calls into third-party software)