You are a training professional at Mountaineer Bank. In addition to providing services requested by customers (e.g., cashing checks, making deposits), the bank tellers are expected to sell additional products to customers, such as different types of banks accounts and investment services. It has come to your attention that the bank tellers are not offering customers additional services. A needs analysis revealed that employees lack the knowledge and skills needed to offer and sell additional products to their customers (e.g., how to start the conversation, choose which products to offer to particular customers, describe and explain the benefits of the products). You have decided to use lessons from Bandura’s Social Cognitive Theory to design the training program to teach employees upselling techniques. As you learned in your Training & Development course, the application of Social Cognitive Theory involves observation and practice, building self-efficacy, and encouraging and training employees to monitor and manage their own behavior (i.e., self-regulation). Explain how you would set up a training program to train these employees using lessons from Social Cognitive Theory.

In your answer: Describe the training methods you would use for each of the three components of social cognitive theory -- observation and practice, building self-efficacy, and encouraging and training self-regulation skills (see Chapter 3 and Class 9 slides for details)

Describe the roles of the models/trainers and the learners in the learning process.

Explain how the training will support learning and the transfer of skills to the job.