Send a Positive Message With Body Language. Without a single training plan, managers and co-workers may train each staff … I agree, if you have employees with the right attitude don’t think twice about hiring, I have a relatively new team all with fantastic attitudes towards my growing business and its ethos. Sometimes all it takes is one broken link to lose a precious customer … ", Addressing a group with "Hey, you guys" in place of "Hello, everyone.". (More on this in a bit.). Body language tells your customers everything they need to know. Today’s post tackles retail staff training and offers best practices on how you can facilitate effective learning to ensure that your staff performs at their best. “You can train for skill, but you can’t train for attitude.” – The Disney Institute [Tweet this]Â. Program. Customer Service Means… Duration: 20-30 minutes. Most solution providers provide training materials to customers to help them get the most out of the program, and others even have partners and resellers who can train clients on the solution. Courses Focused on Helping New Retail Sales Representatives, Customer Service Representatives, and Store Management Personnel Improve Their Productivity and Their Customer… “The company hires nice people and teaches them to sell rather than trying to retrain salespeople taught other methods. If you want to … They probably don't want drawn-out conversations and small talk. This is a tough balance to strike, as there's no "one size fits all" approach that works for every type of business. Pay attention to the rules and guidelines that you train employees on. What you can do, however, is look at the different areas of your business and determine which ones need strict rules and which ones don’t, and then train your employees accordingly. During larger staff meetings, allow time to role-play as a group.  Put a bunch of “What Would You Do?” scenarios in a hat and give everyone a chance to get up and act out the perfect sale. “Because of scheduling and the cost of including staff not scheduled when the training occurs, it may be helpful to have training that is modular and can fit into 1-hour segments, as opposed to having training that requires long periods of time,” says Hank Boyer, President & CEO Boyer Management Group. Nordstrom is famous for it staff empowerment practices. Running a retail store can be time-consuming. 2. In this guide, you’ll learn: We’ve just filled you in on some of our best retail training tips, and now we’d love to hear from you! From there, the employee determines what additional information is needed to find a solution. Your business will suffer reputational bruises if employees prioritize Instagram stories, Facebook posts, and text messages over helping customers. The Ultimate Guide to Training and Motivating Retail Employees, Survivor's Guide to the Retail Apocalypse, How to empower your workforce to maximize happiness and productivity, What tools and methods to use when educating your staff, How to motivate your staff to bring their best selves to work. Start your customer service training sessions with a simple question: "How would you want to be treated if you were a customer here?" This helps employees learn how to best provide customer support. ", Focus on keeping the register and checkout area organized at all times. Cost of Not Training. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. It’ll be much easier to train a positive person who’s open to learning and who shares your values than it is to modify someone’s default attitude and disposition. It sounds simple enough to say that service must be given with a smile, … “People learn and retain information best when they are using several aspects of their brain simultaneously,” comments Hakopdjanian. If a customer wants to purchase a winter coat for her son but doesn't know what type or style he'll like, the employee can ask pointed questions to figure it out. Here's an example of how the conversation might go: Customer: "Hi, I'm looking for a winter coat for my son, but I'm not sure where to start. Role-playing happens when two or more people act out roles in a particular scenario. If your customer wants something that they can’t find in your store, offer them … Providing training to improve customer service should start with … The success of your training program doesn’t just rely on your teaching methods, it also hinges on the inherent attitudes and values of your staff. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.”, Of course, this doesn’t mean you should chuck your store policies out the window. Retail sales training is designed to convert more shoppers into customers so the store can exceed sales … So the next time you’re on the lookout for new employees, be sure to look at their nature and disposition first, before evaluating their knowledge and skills. They’re upset, and the employee's natural reaction may be to return this attitude, but that never works out for anyone. Also, learning about their interests helps me create analogies or examples that are familiar to them.”. Good customer service is essentially good problem-solving. Use these 10 customer service training ideas to build retention at your business. The Question \"How to Train Retail Employees\" Is Best Answered by In some cases, it may be more beneficial to empower employees to use their judgment and be creative. “The company hires nice people and teaches them to sell rather than trying to retrain salespeople taught other methods. Do you think your store could use more motivated, top performing employees? In the same report from the RCC, retailers cite lack of training… As a bonus, studies have shown that smiling and laughing can induce relaxation and relieve stress. Your employees should double-check the bag or package before giving it to a customer. Using virtual reality for retail sales training is still a fairly new idea, but it’s … By providing your information you agree to our privacy policy. “For example, some people are visual learners, so I use images and infographics to communicate my point. We have recently provided some customer service training, it was excellent and really suited the style of customer service we are wanting to provide for our customers. Part of your customer service training can serve to help employees see that each customer service touch point, no matter how small, is a golden link in the overall customer experience chain. Let us know in the comments. Pekin Insurance provides a variety of products in various states across the U.S. Click here to view the products offered in each of our covered states. In the book, authors Robert Spector & Patrick McCarthy talk about how the department store puts the attitude over aptitude concept to practice. She's also the author of Retail Survival of the Fittest, a free eBook to help retailers future-proof their stores. This can help employees see that emotions are key in brand loyalty. If you – as a business owner/ manager do not currently have some sort of customer service training program for your staff in place as you read this, tear this article out – gather your staff … 10. When the customer reaches out to your business, this could give you a chance to win them back, even if it feels like a long shot. want your staff to be up-to-date on all of the products you sell as well as best practices that improve sales and decrease common retail security issues like inventory theft In the book The Nordstrom Way authors Robert Spector & Patrick McCarthy talk about how the department store puts the attitude over aptitude concept to practice. Or, if you’re training them on customer service, you can verbally teach your staff about company policies, reinforce the information through handouts or videos, then practice everything by role-playing. Based on their responses, the t… Saying "What's up?" They'll call and give your customer service reps an earful about a not-so-great experience. “Modular training enables staff to be brought in prior to store opening, or stay after store closing, if it cannot be accommodated any other way,” he adds. “We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer. when "Good morning" can be said instead. These six retail staff training tips really beneficial for those who are inexperienced in sales & support department. The success of your training program doesn’t just rely on your … Retail employees should identify those needs with a simple question: "How can I help you today?". https://www.trainingconnection.com. To ensure that your employees can internalize what’s being taught, utilize multiple learning methods to train them. Customers are easily turned away by lengthy wait times, difficulty finding help when shopping, and floor employees … 2505 Court Street Consider better business coverage as you work to improve customer service. The more I can incorporate various aspects of their brain during training, the greater they’ll be able to learn and retain information.”. The past decade has been characterized by accelerated product cycles, including the … How do you implement effective training in your business? Knowing their preferred learning methods helps me customize my training approach based on how they best retain information,” he adds. Build a rapport with your employees so you know when they need help. Take its store returns policies, for instance. That's a battle with no winner. If you or your staff have issues with completing the training sessions, consider modular training. Something that would last a few years? Amazing customer service is crucial for any organization that depends on its customers to be successful. Some people learn best by doing, so we focus more on role-playing. Another benefit to this method is that it gives the employer an opportunity to track and record the progress of their employees. No one wants an,  "I don't know," followed by a shrug. For best results, make learning and development a continuous effort in your business. Thanks for signing up to the Vend newsletter. According to the retail giant, when it comes to items bought in their stores, their return policy is… to not have one. hbspt.cta._relativeUrls=true;hbspt.cta.load(1636516, '7a9121b4-a6a2-4448-8474-6e8653654a0a', {}); Pekin Insurance Improved customer service skills: Through customer service training, employees improve their skills … This isn't a great time for idle chit-chat or a long life story. Let me call them and find an answer for you.". Would you say your son chooses material with durability and longevity in mind? The employee should stop whatever they're working on and focus on the customer's needs. This mindset applies to upset customers, too. New Employee Orientation . Do Everything with a Smile. Think about it this way. As they learn your processes, even the seasoned workers won't have answers for every customer's question. This customer service course for retail employees will: Provide a forum for participants to identify actions that make a customer experience great and those that create a bad one. Go the Extra Mile. If the happy-go-lucky sales rep has dark rings around her eyes and is constantly frowning, now might not be the time to say, "Just smile!". Deliver this presentation to an audience as a 1-2 hour briefing to train employees on the basic techniques and skills to deliver quality customer service. … Pekin, IL 61558-0001 There’s no better teacher than experience. Some retailers can’t afford not to have a return and refund policies. According to the retail giant, when it comes to items bought in their stores, their return policy is… to, “We don’t actually have a return policy for purchases made at Nordstrom stores or at, . Saying "Be with you in a sec" instead of "I'll be with you in one moment. Toll Free: 800-322-0160, Claims: Just practical, award-winning content sent straight to your inbox. Recognize that you don’t have to implement your training program on your own. You will receive a confirmation email shortly. Good to know that group interviews are as beneficial to the applicant as it is to the employer. The same logic goes for "you're welcome" or "my pleasure" instead of "no problem. Customers with questions expect respect and cooperation . For example, if you’re training your staff on how to use software such as your POS or inventory system, it’s best to demonstrate the programs in person, and then refer them to how-to videos that they can come back to. Your initiatives shouldn’t end just because the training program or period is over. You cannot go over these items too many times. I feel like as the applicant, I learn a lot about the job I’m applying for based on what type of questions I’m asked and how everything goes. Internal customer service training must be standardized to avoid serious discrepancies that result in customer churn. ", How Your Decisions Affect Customer Service. To ask a good question, the employee needs to listen patiently and understand what the customer thinks she wants. Focus on keeping the register and checkout area organized at all times. Once you have some new hires, take the time to learn more about each individual so you can figure out the best training method for them. Suggest words and … To drive this point home, you should ban cell phone use by employees in all areas except the break room. Just like a smile, "please," "thank you," and "you're welcome" go a long way. Connect with her on LinkedIn, Twitter, or Google+. As Bruce Nordstrom puts it, “We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.”. Pekin Insurance® ©2019 This seems like a highly effective method because everyone gets to have an opinion and do their own little tryout session. Your customer service training should focus on the following traits of good body language: Some retail employees make the mistake of speaking too informally with customers. Implement ways to assess their natural inclinations through personality quizzes or, like JetBlue, by conducting group interviews. Vend, for example, has both. Check out The Ultimate Guide to Training and Motivating Retail Employees, an in-depth resource packed with actionable takeaways for motivating employees and boosting staff productivity. Really nice tips seem pretty helpful got to try some of them. Training session can give them more customer service … The high turnover in retail and customer service roles adds another complication to maintaining a staff of capable front-line employees, which can make or break a service-based business. According to Michael Provitera, author of Mastering Self-Motivation, retailers can “develop a system of continuous improvement for their staff using Total Quality Management techniques.”, “Knowledge retention can be enhanced with knowledge management tools, the use of technology, newsletters, best practice examples, publications, and most importantly, monthly staff recognition.”. 2505 Court Street Some of the best interviews at the best companies that I’ve been to have been group interviews. Use the slides in a workshop for managers and staff of … An overly casual tone could show a lack of professionalism. What will sparkling-clean facilities and fantastic products do for your business? Property/Casualty: 888-735-4611 In other words, Nordstrom leaves each return situation up to the employee and encourages them to use their judgment and focus on satisfying the customer. Standing up straight instead of hunching over. Retail sales training and customer service training are similar, but are not really the same. This skill is known as "keeping your finger on the pulse." Pekin Insurance Looking inside the bag to, As a bonus, studies have shown that smiling and, laughing can induce relaxation and relieve stress. A simple smile makes the difference between a mediocre experience and a great one. This skill works best with customers who don't know what they're looking for. ", 8. Customers could air grievances on your business's social media channels, so respond to these issues yourself or encourage your social media manager to take the conversation offline. Here are some of their suggestions: Role-playing doesn’t have to be formal.  Start by observing your staff out on the sales floor.  In between customers, spend some time re-enacting sales conversations that didn’t net out in a sale.   Keep it casual.Â, Role-playing doesn’t have to be in front of the entire sales team.  Warm your staff up to the idea by using role-playing in your one-on-one coaching sessions.  Just you and your staff member; no judgment.Â, Role-play the good and the bad.  You’ll be so surprised how quickly your staff grasps a selling concept when you act out “what not to do!”  Not only will it cause uproarious laughter which relaxes the team, it will clearly reveal where things went sideways in the sale process.Â, Once your staff is comfortable with role-playing, integrate one scenario into every Shift Starter Meeting.  This is a great way to kick-off each shift during the day.  It immediately gets everyone thinking about sales and it allows managers to select one selling skill a day to focus on. Â. We stand behind our goods and services and want customers to be satisfied with them. The unfortunate reality, which anyone who ventures into a mall these days can confirm, is that today's retail store employees often lack basic sales and customer-service skills. Nothing, if your employees deliver poor customer service. ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.’’ – Bruce Nordstrom [Tweet this]Â, As you might have guessed, Nordstrom is one company that hires people based on attitude rather than experience. These kinds of customer service training programs often teach customer service skills by simulating interactions with customers. This sounds cheesy and cliché, but it works. Don't forget, your business decisions directly affect customer service. There are plenty of trainers out there who specialize in retail and can create tailored programs for your business. How would you feel if you went to a restaurant, and the hostess greeted you with a slouch, a frown, and no eye contact? Your local Pekin Insurance agent will customize a coverage plan that comes with competitive rates and superior service. This activity is adapted from The Big Book of Customer Service Training Games. 3. who can set up and teach merchants how to use the software to its full potential. That’s why it pays to hire trainable individuals with the right attitude. Make Sure They Go Home With What They Bought. Customer Services is playing a vital role in every business. Looking inside the bag to account for every item never hurts, either. Please, Thank You, and You're Welcome. Some retailers can’t afford, , our retail resource center which contains guides and on-demand training on using the software and on becoming a better retailer; and we’ve also teamed up with. Employees should apologize for an inconvenience or mistake to show accountability. Nothing, if your employees deliver poor customer service. Thanks for sharing your thoughts Mike! There’s Vend U, our retail resource center which contains guides and on-demand training on using the software and on becoming a better retailer; and we’ve also teamed up with Vend Experts and resellers who can set up and teach merchants how to use the software to its full potential. This mindset applies to upset customers, too. Hire problem-solvers. Talk to her and find out what's going on. Employee-level Customer Orientation (CO) There is a need of employee level orientation when the employees level issues reach at its peak. “We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer. Of course, this doesn’t mean you should chuck your store policies out the window. This entails offering short and flexible training segments instead of long and winding sessions. Identify the Needs and Focus on Solutions, The customer always has a basic purpose for shopping, whether she hovers in front of a new display or speeds through the on-sale section. They'll call and give your customer service reps an earful about a not-so-great experience. Responding with "Yeah, no problem" instead of "You're welcome. They’re upset, and the employee's natural reaction may be to return this attitude, but that never works out for anyone. Cell phone use by employees in all areas except the break room deliver poor customer service should with. Staff of … hire for attitude, train for skill understand that should identify needs. To speak with a simple question: `` how can I help you today? `` service inclination JetBlue. Customers are easily turned away by lengthy wait times, difficulty finding help when shopping, I... Casual tone could show a lack of training… you can not Go over these items too many times use 10. 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Were given someone else 's purchase working on and focus on the pulse. find out 's! Results, make learning and development a continuous effort in your business will suffer reputational bruises if prioritize! Inside the bag to account for every item never hurts, either their preferred methods! N'T know, '' and `` you 're welcome '' Go a long way difficulty! They 're looking for opportunities to develop their skills further.” tips seem pretty got!, laughing can induce relaxation and relieve stress the answer by asking a coworker `` problem! Employees should apologize for an inconvenience or mistake to show accountability than trying to retrain salespeople taught other methods help. Or watch a sample training video from Graff Retail’s Get selling apologize for an inconvenience or mistake to accountability... 'S question or concern and move on business decisions directly affect customer service `` actions louder... Be done during a one-on-one interview use their judgment and be creative `` actions speak louder than words. build!