During a staff training session you tell your optician, "When you sell AR lenses, say X." We've all tried training our staff this way, and whether "X" is effective or not, invariably we have trouble making it stick. Is the problem "X" or the way we're training and teaching our staff? Frank Pigneri, Sr. Manager of Customer Training and Development at Essilor is the guest on our show. He discusses some of the finer points of optical training, what should be included in a good training program, when to do it, how to make it stick as well as a host of other great topics related to staff education.