Nowadays, insurance sales representatives are facing great challenges and competitions. Therefore, the training assessments and the training results have become essential in an insurance company. Currently, the C Company tests their sales representatives face to face to appraise the results of the fundamental courses. Unfortunately, due to the lack of instructors and the fact that a topic assigned to a student is randomly selected, the instructors cannot determine a student’s proficiency in a telephone approach course; consequently, a company might miss the timing to correct a student’s misconception. If the concepts of telephone approach cannot be built up, it will seriously impact the forthcoming sales process. Meanwhile, since there are no determined passing criteria for the appraisals, the results might be subjective. In order to solve this problem, the C Company raises their needs for implementing an online testing system for the telephone approach course.
The goal of this research is to design and develop the online testing system for the situational simulation based on the course materials of telephone approach. The research is divided into Training Assessment, Telephone Approach, Situational Simulation, Computerized tests and Implementation of the tests, and the model and design concepts of online tests for situational simulation. The test contents and questions are designed based on the principals of computerized tests, the collection of achieves used as the foundation for situational simulation, and the content analysis and case study of telephone approach of the C Company. Furthermore, the research follows Design-Based Research and Systems Instructional Design guideline to analyze, design, develop, and evaluate formatively the online testing system with multimedia supports for telephone approach that aligns with C Company’s requirements. The contents and user interfaces of the system are corrected and improved over time based on the recommendations of the professionals and students’ test results. In conclusion, the research can resolve the problems that the C Company is facing with traditional test mechanism, correct students’ misconceptions, and provide a reference to ones who would research in this area of study.