We offer this workshop in Latvian, Russian and English language www.retailbaltic.com

1. Store Magement
Workshops
TO HELP

2. Operational overview
Customer
Personal Needs
Past
Experience
Experienced
Word of Mouth
Service
External Communication
to Customers
GAP 5
Percieved
GAP1
Service 4
P
GA
Service Delivery
GAP 3
Service Quality
Specifications
GAP 2
Management Perceptions of
Customer Experience
Retail

3. Seminar – GAP1
Developing the role model
“Store Manager”
Content:
1. Self-perception and Interpersonal Perception
2. 5 Leadership Principles for Store Managers
3. 15 Leadership Tools for Store Managers
Workshop duration: 6 hours
Workshop tools: Group and single work tasks, lecture

4. Seminar - GAP2
Developing goal setting tools
Content:
1. Definition of goals inside the team and for the team members
2. Control and feedback of the results
3. Handling low performance of employees and their excuses
4. 50 Ways to reward and motivate the employees
Workshop duration: 6 hours
Workshop tools: Study cases, role games, lecture

5. Seminar - GAP3
Service delivery
Content:
1. Creating the optimal interface between employee and customer
2. Activating own contribution of employees for better customer service
3. Development of an understanding of problem solving skills for higher turnover
4. Development of attention for the KPI`s in the store
Workshop duration: 6 hours
Workshop tools: Case studies, exchange of experience, lecture

6. Seminar –GAP4
High-level customer service
Content:
1. Development of the customer communication tools
2. In-store execution of external customer communication
3. Store Manager as a coach for employees
Workshop duration: 6 hours
Workshop tools: Presentations, discussion groups, lecture, story board

7. Seminar – GAP5
Store Manager on the POS
Content:
1. Better attitude and communication on the POS towards customers
2. Store Manager as best sales person in the store
3. Store Manager as initiator and motor of a sales driven team
4. Relation between KPI`s and customers
Workshop duration: 6 hours
Workshop tools: Discussion group, lecture, role games

8. RESULT
Optimizing Customer Experience and Relationships
Linking Customer and Employee Commitment to Business Results
Strong correlation
Customer Commitment Employee Commitment
and Advocacy and Ambassadorship

9. About the program
This program is created to
• improve the turnover in your stores
• improve the quality perception your customers
• help Store Managers become more efficient and sustainable in their work
• give Store Managers new tools for leadership
• motivate Store Managers in their daily routine
After finishing this program
• your turnover will increase
• your team of store managers will work more effective
• your KPI`s will increase
• Store Managers will get a certification

10. www.retailbaltic.com
zulfukar@retailbaltic.com