Retail

Dishes --- Developing a “The Trust Advisor” Training Program to Improve Store Service for a Luxury Group

Background

Assisted out client - a premier retail, brand management and distribution company in developing a consumer-focused training program to improve sales performance as an ultimate goal


Solutions / Methodology

•    Phase 1: Training preparation

–Identify major concerns and problems SAs face when serving consumers
–Compile training package
–Conduct workshop with store managers for idea exchange
–Develop SA training plans
–Conduct pilot training test in Shanghai

•    Phase II: Training Implementation

–Roll out training sessions in all stores across China
–Follow up with missions
–Test for Certification
–Feedback collection immediately after training via feedback form and WeChat
–Existing internal evaluation channels to test SA knowledge and behavior change following training


Selected Findings


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