Organization that focuses on wine sales and marketing

You work in an organization that focuses on wine sales and marketing. Recently, there have been several complaints about a particular customer service representative in terms of accuracy of wine knowledge shared with customers and timeliness of work orders.

Based on this scenario Complete the four steps in the systems approach to training and development. Specifically, consider these questions: (1) How will you determine whether training is the answer? (2) What is a possible learning or training objective you could identify? (3) What methods would you use to implement training? (4) How would you evaluate if the training was effective?

Please make sure that you use the scenario facts to illustrate your response when answering.  That is, your responses should relate back to and make sense for the business and business issue(s).