The document discusses providing training to retailers to improve the customer experience and increase sales and profits. It discusses how training focuses on how customers feel in the store and helping employees build relationships with customers. The training teaches employees to recognize top performers, provide feedback, and leverage the skills of top employees to drive customer satisfaction. The benefits are described as increased staff retention and profits from upselling as employees get to know customers better, leading to higher customer satisfaction and market share.

1. changing the way retail sells

2. “I’ve learned that people will forget what you’ve said, people will forget
what you did, but people will never forget how you made them feel.”
Maya Angelou, Author
A message from our founder
In everything we do, we believe that retail customers should be taken on a remarkable
journey and that retail staff should work in an open and supportive environment where
they never stop learning.
The way we do this is by teaching retailers a framework that has only one focus in
mind; how your customer feels while they are in your store. This is done by showing
leadership teams how to recognise winners, and develop those who need it, treating
every employee equally regardless of the amount of hours they work and by supporting
a developmental culture of fear free feedback.
We help identify your ‘shining stars’ and how to leverage their skills to drive customer
satisfaction by becoming role models within the store. We deliver the most innovative
retail store training which is easy to follow, has huge impact on customer satisfaction
and challenges the status quo ensuring your people become your biggest asset.
The benefits are really clear, you save money on staff retention when you create a great
environment to work in, you increase profits because your staff are up-selling as they
are getting to know your customers and the higher your customer satisfaction goes,
the bigger your market share.
We get retail and we love it, that’s why we create and deliver extraordinary training
making sure retailers can move with the times.

3. Are our customers changing
faster than our stores?
How do we keep our customers
spending in our stores?
When we find ourselves asking how Apple Retail remains No.1 for customer satisfaction
year-on-year, and how Burberry went from a failing brand to become the forefront of the
digital frontier in retail, we need to look at the customer experience.
Are our customers leaving our stores feeling happy that they visited?
Are they talking about our stores to their friends and families... for the right reasons?
Ultimately, do they want to come back?
At no other time in history have our customers had more options of where, and how,
to shop.
“The increased diversity in customer satisfaction reflects customers’ growing sensitivity
to the experience they receive in a challenging economic climate. With less disposable
income, consumers are far more discerning.”
Jo Causon, Chief Executive of the Institute of Customer Service
With less money to spend and more visibility of other shoppers experiences, our
customers can make a choice about where to shop from the palm of their hand.
Our customers are becoming increasingly savvy and are much less likely to spend
where they see others have received a poor in-store experience.

4. Are you ready to change your
customer’s experience?
Do you want to embrace the change in consumer spending habits and bring more
people into your store?
Do you need to embrace the change for better customer service to improve your store
satisfaction ratings?
Are you prepared to embrace the change in order to increase your sales and drive your
market share?
Tailored training for your brand
the right training...
We know you need a training solution that’s right for your organisation. That’s why
we spend time with you up-front, ensuring that this training programme will enable the
people in your organisation to reap the rewards that grow your business.
...for the right people...
Our team specialises in working across your entire retail organisation from executives
and leaders, to managers and in-store sales teams. We’re used to the complexities that
come from rolling out training programmes across large scale retail organisations that
employ a diverse, multi-cultural workforce.
...at the right time.
We know that you need this to fit neatly with your company strategy in a timeframe that
compliments your business operating model. Our training programme will have a big
impact, but we won’t get in your way. This is your training, delivered your way!
we can make sure you’re equipped to make that change…
our training framework fits with your brand...

5. The Retail Relationship Training Framework
From training needs analysis through
to final report, we’ve got the
knowledge, skills and experience to
offer your company a world-class
training package.
The phased delivery model is
structured to work within large,
complex, multi-site, national retail
organisations.
The programme is supported by a
unique leadership engagement
programme, thereby offering you a
consistent approach from your
boardroom to your stores.
Discovery
1
Module
Mystery
shopper
initiative
Customer
satisfaction
data
analysis
2
3
4
5
Think on...
...look sharp
First contact
Talk time
Get set go
Ready to fully
engage
Confidently
connect with
customer
Intelligent
purposeful
conversations
Customer
leaves
happy.
Follow-up
Mystery
shopper
initiative 2
Wrap up
Sell and sell
some more
Say farewell to
a friend
They tell
their friends
about their
excellent
experience.
Customer relationship builds
Leadership Engagement Programme
Awareness
Support
You have
their
details.
Evaluations &
measurement
programme
Culture Changers
Fear Free Feedback Model
Handling complaints & disappointments Module
Focus
groups
Tied in with
company
strategy
Outcome
Customer Relationship Training Programme
Training
needs
analysis
Result
We have developed a powerful,
innovative 5 step training programme
designed to provide your retail staff
with the tools and techniques they’ll
need to build strong and sustainable
relationships with your customers.
Fits perfectly with in-store digital technologies
Culture
We believe that genuinely happy
customers buy more, talk to others
about the great experience they had
in your store, and return with their
friends & family.
Resources
They all
come
back.
Final report
presentation

6. Meet the team...
Jamie Hayes is a highly sought after, innovative and pioneering sales relationship expert.
He specialises in working with large retail businesses to help them build meaningful
relationships with their customers, so that their sales become a natural by-product of
that relationship. He has coached and trained teams at Apple, P&O, Hilton and NHS,
providing them with the skills to forge sustainable relationships with their customers.
Most recently helping Apple Retail win an initial deal worth £1.4 million.
Antony Welfare is a retail and eCommerce expert with over 20 years industry experience
with international multi-channel retailers such as Marks & Spencer, Sainsburys, Dixons
Retail and Homebase. With a Retail Management degree from Loughborough
University, Antony has learned how to run successful retail businesses from the ground
up, from taking charge of seasonal campaigns, leading HR & Finance functions, to
managing entire stores for M&S.
Jamie understands the importance of offering a great customer service experience.
He has transformed sales teams in a broad range of vertical markets: everything from
award winning estate agents, to one of the countries largest insolvency practices. But
it was at Apple where Jamie really made his name in sales, as their Retail Business
Specialist. He won the Apple Spirit of Business award, spoke publicly at events and
trained hundreds of Apple Store employees.
Antony’s experience in retail is an impressive list of skills and achievements including
developing the Store of The Future programme for Marks & Spencer, managing the
UK eCommerce sites for the Dixons chain (Now Currys.digital), a newly acquired £80m
turnover B2B company. He created a new European Shared Service Centre (SSC)
which he developed and built from scratch, and after 2 years employed 250 people,
serviced 11 countries and was finalist in the European Shared Service Centre of the
year awards. He later became Finance Director for the Dixons Commercial team in the
UK.
Today, he is known for transforming high street retail stores, by teaching them how to
connect with their customers.
Scott Summers is an award winning training designer and sales & communication
skills trainer. He has developed dozens of highly effective training courses (both faceto-face and webinar) for thousands of sales consultants, managers and executives
at companies such as M&S, Apple, O2, Google and IBM, training them to be more
connected, engaging and influential. His work has helped them win deals worth
millions of pounds.
A graduate from the Master Trainer Institute in Geneva, Scott has worked in the training
profession for 23 years winning a UK Learning Industry award for training design.
During the last 10 years, he became IBM’s lead interpersonal skills trainer in Europe.
As IBM’s highest rated trainer, his courses include Relationship Skills Building, Expert
Presentation Skills and Train The Trainer.
Scott is famous for developing sales & relationship professionals, speaking at business
conferences and delivering his inspirational courses to over 3000 professionals around
the world.
David Tattam is an award winning customer service and retail sales specialist with a
fantastic track record at Apple Retail, Vodafone, Orange, Costa and BMW. With a
natural talent for building and maintaining healthy relationships with his customers
David earned Apple $1million in his first year at a new store which he attributes to his
ability to provide exceptional customer service and offer a customer focussed solution.
With a host of management & sales leader roles under his belt, including the coveted
Apple Expert role, David has become an ambassador for facilitating workshops and
training in sales relationship skills. David believes that his greatest achievement is
mastering the art of selling through developing strong relationships and he thrives in
teaching others to do the same.

7. Meet the team...
Julia Francis is a Leadership & Development Specialist and Executive Coach with
more than 15 years international, private and public sector experience, including
IBM, GAME, M&S, O2 and Visa Europe. She has extensive experience in designing
and delivering organisational development programmes including; performance
management, leadership and professional development, culture change and
engagement.
Julia has a proven track record in defining and leading talent strategies, delivering
strategic and value add solutions to support business growth and diversification.
Previous successes include initiating, leading and implementing major change
programmes to enable the delivery of key business objectives. Julia is highly competent
in building strong, influential relationships at all levels.
Mo Rye is an Organisational Psychotherapist and Coach with 24 years of active
experience in Leadership Development at organisations such as Boots, Telefonica,
Barclays and Virgin Media. As an international workshop leader and professional coach
she has facilitated thousands of professionals at all levels from Board to front-line. She
is known for not dodging the difficult stuff and maintaining long-term relationships. She
gets alongside you quickly whilst retaining a keen eye on the organisational context
and dynamics.
Before running her own consultancy, Mo was a senior manager leading a large workforce facing major culture change. It was here that she made understanding people
and managing their performance at work her specialism. Recently she has focussed
on developing the impact & authority of senior corporate leaders and consultants;
facilitating emotional intelligence programmes for high-potential teams and running
break-through sessions for leaders.
Gregory Lound has a growing reputation in the retail industry for consistent, exceptional
sales via a strong, successful approach to customer service. With remarkable sales
experience at organisations such as Apple Retail, BT Openzone and Stormfront
Technologies, its not surprising that Greg won Sales Person of the Year award at one
of Apple retails largest competitors.
As a motivating leader, Greg is driven to manage and train his team to build and
maintain strong, meaningful relationships with customers so that impressive sales
results become a by-product of those relationships.
He has combined his teaching background along with his success in sales to become
one of our most down to earth, passionate trainers.
Olly Jeffers is a relationship specialist with a background in fixing damaged customer
loyalty. His experience stems from working at Apple Retail as a Genius where he made
a name for himself at managing a high volume of customers, dealing quickly with their
technical problems whilst carefully rebuilding the broken relationship.
Olly has been key to the success of Apple Retails high customer satisfaction scores
in the South East UK region. It’s this achievement, combined with his natural, warm
ability to transform customer relationships, that makes Olly our perfect customer
transformation trainer.
He is known for turning unhappy customers into advocates.

8. Are you ready for iBeacon?
As you embrace the digital high street, do you truly understanding what ‘digital’ means
to your stores, for your teams, and ultimately, for your customers?
The biggest digital impact currently changing the way retail sells in the US is iBeacon.
iBeacon technology is revolutionising the way customers connect with
retail stores. It helps you better understand the way your customers shop,
keep them informed of relevant offers in realtime, and gain their loyalty.
Our training framework perfectly fits with, and fully embraces iBeacon, along with
all of your in-store technologies. We will ensure your brand, your teams, and your
customers benefit from iBeacon, both with solution implementation and training.
we’ll connect you to your customers!
iBeacon™ is a registered Trademark of Apple Inc.
“Customer satisfaction is worthless. Customer loyalty is priceless.”
Jeffrey Gitomer, Author

9. getNeo limited
020 8659 9299
contactus@getneo.co.uk
www.getneo.co.uk