An interactive tool that can allow clerks to hone the skills they need to deliver a virtual version of the tradition auto auction experience to online dealers is the newest addition to the National Auto Auction Association’s Education and Training Library.

The tool is designed to establish performance criteria to create consistency, reduce block errors and incite participation. One of the biggest advantages is that clerks now have the ability to become fully trained prior to approaching a live auction block.

The Clerk Training Simulator, introduced by NAAA member AuctionVcommerce (AVC), was debuted at last year's National Remarketing Conference and released in April.

Since then, several auctions have had the opportunity to take advantage of the system. The results of the training provided the data that prompted AVC to approach the NAAA for support.

“The training demonstrated a large variation in completion times from clerk to clerk,” said Kelly Bianchi, president and founder of AVC. “This meant that the skill level and/or technique of each participant proved to be extremely inconsistent — a fact that could easily be substantiated by monitoring the live auction screen, or calculating block errors.”

AVC advocated providing this solution to all auctions, a message that resonated with NAAA chief executive officer Frank Hackett.

“The AuctionVcommerce training will put a focus on the important job performed by our auction clerks and improve the online auction experience,” he said.

Bianchi came up with the idea for the Clerk Training Simulator several years ago while working at an auction. She felt that expectations for clerks tend to be low, and the perception is that the position requires no skills beyond having the ability to “listen” and “click a mouse.”

“I remember being told this by an auction, and immediately responding, ‘And you want someone to buy a $5,000, $10,000, $20,000 item based on that criteria?’” Bianchi recalled. She also said that the high turnover rate and poor performance levels are the bi-products of this perception.

“Certification provides a sense of accomplishment, and is also a proven method for increasing productivity and longevity,” she continued. “Clerks are on the front line of the online initiative, and every time an error occurs, auctions are asking vendors to improve the technology. You have to improve the users of the technology.”

The simulator, which uses real auctioneers, is broken down into three levels, with an optional bonus round. The user must achieve at least 90 percent accuracy in the three levels, plus 30 points for engagement. The percentage drops as clerks fail to provide a correct response in a timely manner.

“In the game, clerks are penalized for poor performance,” Bianchi said. “Who is penalized when an untrained clerk is on the block?”

Auctions who have trained clerks,and/or are scheduled for training: Lone Star, 166, Columbus Fair, Greensboro, DAA Southwest, Auctions in Motion, Carriage Trade and America’s Auto Auction Pittsburgh.