The document summarizes the findings of a survey evaluating the use of the STAR 2.0 guest engagement training model. It asked team members and managers questions about how STAR is being used and what could be improved. Key findings include: 98% of team members and managers say STAR improves guest engagement and increases sales; 77% of managers say the observation form provides needed feedback but 80% say team members don't remember all substeps; and time constraints are cited as the biggest barrier. Recommendations for STAR 3.0 include more realistic training videos, emphasis on coaching, refresher courses, and peer training activities to further improve guest engagement.

1. Evaluation of the
STAR 2.0 Training

2. Research Questions:
1. How are team members using
STAR 2.0 (SUPER STAR SELLING)
to engage guests?
2. What does the next level of
STAR look like?

3. Methods: the instrument
Telephone Survey
•Mostly open-ended questions
•Some Likert scale questions

4. Methods: the participants
46 Team Members 15 Managers
When Received STAR Training

5. Data
Collection
46 Team Member Surveys
average survey time:
about 10 minutes
15 Manager Surveys
average survey time:
about 15 minutes

6. Looked for themes, repetition,
and patterns
Data Analysis
Correlated team member surveys
with manager surveys

7. indings for Question 1:
How is STAR being used?
Has guest engagement
improved as a result of STAR?
98% say, “Yes!”
Does the guest engagement technique of
team members result in increased sales?
98% say, “Yes!”

8. Does the Observation form
provide team members the feedback
they need to improve guest engagement?
77% of managers say, “Yes!”
indings for Question 1:
How is STAR being used?
Does anything impede team members from
using the STAR model to engage guests?
60% of team members say, “No.”

9. indings for Question 1:
How is STAR being used?
Do managers like STAR and use it
to interact with their team members?
67% say, “Yes.”

10. indings for Question 1:
How is STAR being used?
Do team members remember
ll the substeps on the Observation form?
80% of managers say, “No.”
What is the biggest barrier to using
STAR the way it should be used?
Time constraints.

11. indings for Question 1:
How is STAR being used?
Do managers think there is
room for improvement in STAR?
86% say, “Yes.”

12. indings for Question 2:
Next Level of STAR
•Video Recommendations
•Coaching Recommendations
•Additional Training Recommendations

13. STAR 3.0:
Video Recommendations
•Depict more realistic scenarios involving
customers
of different ages, needs, tempers, etc.
•Create training for no-sales employees
(service desk, cash register, etc.)...
•Distinguish between Toys R Us and Babies R Us

14. STAR 3.0:
Coaching Recommendations
•Make more time for/emphasis on coaching and
observations
•Create simplified observation sheets and paperwork
•Create different observation sheets for
different positions in the store

15. STAR 3.0:
Coaching Recommendations
•Refresher courses for team members
(i.e. supplemental videos on
“two-minute selling” or “add-on selling”)
•Refresher courses for managers
(i.e. watch STAR Coach video with a training
module)
•Peer training activities
(i.e. role-playing and peer reviews)

16. STAR 3.0:
Additional Training Recommendations
•Instruction on loss prevention and shoplifting
•Provide additional product knowledge training
(especially for Babies R Us)
•Provide additional product knowledge training
(especially for Babies R Us)
•Implement a system of rewards or
incentives for team members
•Focus on quality feedback over
a quantity of observations

17. Thanks!
Any Questions?