Training In The Retail Industry

by 360Learning

Learn how to adapt your training strategies to become a customer experience champion and boost your growth.

Key Chapters

  1. Summary

    Training is now more than ever a major way to drive growth for retail companies. Discover best practices for providing an outstanding customer experience.

  2. 01 Brands Must Offer An Experience

    In 2016, 90% of companies will compete on the basis of their customer experience.

  3. 02 Does Training Need To Change?

    Providing quality customer experience involves, at first, a rigorous recruitment process but above all it entails putting an effective training strategy into place to efficiently train sales staff to guarantee their expertise on products that are constantly evolving.

  4. 03 Transform The Store Into A Place Of Learning

    To successfully fill their role, trainers need to base their approach on three pillars: offering tailor-made content for each shop, transforming training into a key performance indicator and adapting to technical constraints.

  5. 04 Rethinking The Role Of Your Sales Staff

    Technology is evolving faster than ever and the role of in-store sales associates has become more complex and is now focused on tasks with the highest added value. Faced with these changes, traditional training methods lag behind. Yet, it is crucial to cultivate a meaningful training experience for employees and is a significant performance indicator in today’s world.

  6. 05 Expand The Learning Experience

    Faced with competitors that are constantly innovating, providing a brand experience that meets client expectations is not always enough. You must be able to surprise and surpass customer expectations. To do so, staff members need to be committed to, and believe in, the company's mission.

The golden age of retail is over. Between 2010 and 2017, Amazon’s revenue in the United States increased from $16 billion to $80 billion; over the same time period, Walmart grew by a mere 3%;1 With no rivals 20 years ago, brick-and-mortar shops are now victims of their multiple limitations vis-à-vis online commerce: articles are often more expensive, stock is limited and there are various points of friction (travel time, stock, delivery). This does not mean that there is no future for retail stores, but that they need to reinvent themselves, and adapt to new customer behavior and become “digital-first”.

Retail stores need to reinvent themselves, and you have to kick-start with training, for this procedure to start rolling. You can use all the knowledge you will find in this eBook as a kind of a lever, that will turn the case over to your advantage.

Christopher Pappas photo

Christopher Pappas
Founder of The eLearning Industry's Network