Retail

Developing a “The Trust Advisor” Training Program to Improve Store Service for a Luxury Group 为某奢侈品集团进行“直达人心的沟通”培训,以提高店员的服务水平

客户是一家时尚品牌管理和经销公司,为了提高店内服务人员的整体服务水平,完善店内顾客的购物体验,我们为品牌方的销售人员设计了一套“怎样与顾客沟通”的培训项目,最终达到改善销售表现的目的。

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 (Sales Associates) 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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