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No Rules Retail
Training Retail Sales To Serve it Up




Presented by: Dan Mann
Staff Training Success

• Maximize Training Budget
• Train While Store is Open
• Product Training
• Evaluating Effectiveness
• Developing a Learning Culture
Obstacles to
 Training
Misunderstanding
   About What
   Training Is
Failure to Assign It
    whose responsibility is it?
Bad Hiring Decisions
 the wrong people don’t want to improve
Time Constraints
No Capacity to
Measure or Evaluate
Lack of Focus on
Customer Service
 no customer service standards
Culture of Customer Service
Culture of Customer Service
= Culture of Improvement
Culture of Customer Service
= Culture of Improvement
 = Culture of Training
Customer?
LE             LE




     “Guest”        “The Boss”
Best Practices
Evaluate Training
  Effectiveness
 -individual performance measures

  -define the outcome you want
• Average Transaction
  Value
• Average Transaction
  Value

• UPT’s
• Average Transaction
  Value

• UPT’s
• $$ Per Hour
• Average Transaction
  Value

• UPT’s
• $$ Per Hour
• Return Rate
Make Training
a routine part of the day
15 minutes a Day
15 minutes a Day

X 2 Managers
15 minutes a Day

X 2 Managers

X 6 Days a Week
15 minutes a Day

X 2 Managers

X 6 Days a Week

=144 Training Hours a Year
Manager = Coach
the sales floor leader should be doing the training
Staff Meetings
 • Prepared
 • Time Sensitive
 • Worthwhile
The Secret
The Secret
 spaced repetition
The Other Secret
The Other Secret
      feedback
Be certain that your
                 TRAINER is
                 TRAINED in
             effective TRAINING
                      methods


michael jordan
Role Play
  Improv
Experiential
 Learning
the turnover cost of losing ONE employee

                                 $2288   *




                  The cost of losing an
               employee in the first year is
                estimated to be at least 3
                      times salary   **




*university wisconsin $12/hour
       **wynhurst group
Retention Increases
    Productivity
     10.8% per year
Development
      Coaching
       Training

Increases Retention
March 28, 2007
     3,400
Thank you!
    Please visit us at our
   Booth #PV439 for your
FREE Retail Health Assessment

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