2. Staff Training Success
• Maximize Training Budget
• Train While Store is Open
• Product Training
• Evaluating Effectiveness
• Developing a Learning Culture

3. Obstacles to
Training

4. Misunderstanding
About What
Training Is

5. Failure to Assign It
whose responsibility is it?

6. Bad Hiring Decisions
the wrong people don’t want to improve

7. Time Constraints

8. No Capacity to
Measure or Evaluate

9. Lack of Focus on
Customer Service
no customer service standards

11. Culture of Customer Service

12. Culture of Customer Service
= Culture of Improvement

13. Culture of Customer Service
= Culture of Improvement
= Culture of Training

14. Customer?
LE LE
“Guest” “The Boss”

15. Best Practices

16. Evaluate Training
Effectiveness
-individual performance measures
-define the outcome you want

18. • Average Transaction
Value

19. • Average Transaction
Value
• UPT’s

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

21. • Average Transaction
Value
• UPT’s
• $$ Per Hour
• Return Rate

22. Make Training
a routine part of the day

24. 15 minutes a Day

25. 15 minutes a Day
X 2 Managers

26. 15 minutes a Day
X 2 Managers
X 6 Days a Week

27. 15 minutes a Day
X 2 Managers
X 6 Days a Week
=144 Training Hours a Year

28. Manager = Coach
the sales floor leader should be doing the training

29. Staff Meetings
• Prepared
• Time Sensitive
• Worthwhile

30. The Secret

31. The Secret
spaced repetition

32. The Other Secret

33. The Other Secret
feedback

34. Be certain that your
TRAINER is
TRAINED in
effective TRAINING
methods
michael jordan

35. Role Play
Improv
Experiential
Learning

36. 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

37. Retention Increases
Productivity
10.8% per year

38. Development
Coaching
Training
Increases Retention

39. March 28, 2007
3,400

40. Thank you!
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Booth #PV439 for your
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