Chapter 1 CASE STUDIES 7 Together with his staff, Snyder's department scripted and produced training videos using professional actors as well as employees with strong presentation skills. Overhead costs were kept to a minimum, and all the videos were shot on location. The closest the company came to a shooting studio was the classroom next door to the diminutive room the video depart- ment squeezed into. The department produced mainly sales training films for the loan department and customer service films for tellers and branch managers. Professional talent would reenact situations that frequently come up in the course of a day. A sales film might demonstrate how a model salesperson overcomes objections, or a film might introduce a new product or service. A customer ser- vice film would show ways to deal with difficult customers. During the scripting process, Snyder would gather together groups of employees who represented his target audiences. Functioning similar to focus groups, he and his team would lead them in brainstorming sessions that he would record. To kick off the session, Snyder would describe a scene he had in mind,