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Situational training is exactly that; creating a scenario for your team to respond to. Whether the situation is a CSR being asked for a price over the phone, a dispatcher trying to get a high priority call run that came in the same day (and the board is full), or a tech/salesperson writing up options, situational training creates confidence in your team members. It's also an effective tool for identifying skill gaps. 

When done correctly and consistently, situational training can turn average team members into great ones!