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Preparing Retail Staff for a Seamless In-Store Experience in the "Amazon Age"

By: Gary Iles on July 24, 2019


Worldwide retail tech spending is expected to increase by 3.6% to $203.6 billion by the end of 2019. Retailers are investing in technology owing to increased competition among players in the sector as well as to satisfy the modern discerning consumer. One of the areas that senior retail executives are focusing on is an improved in-store experience. However, in this Amazon Age, retail employees have to be adequately prepared to help achieve this goal.

Hire for attitude, train for skill

The success of any training program will depend on your teaching methods as well as the attitudes and values of your staff. This is why it is important to hire people with the right attitude since preparing employees for their roles starts at the recruitment stage. A positive person is more likely to be open to learning, making it easy for you to impart in them the skills required to improve sales and customer service.

Tailor employee training programs accordingly

Before training your employees, you should consider getting to learn more about each individual. In this way, you will not only figure out the techniques to use to communicate your point but also customize your training approach to ensure they retain the information. Some of the factors you should focus on when getting to know them include: who they are, their interests, why they chose the job and their motivation for working in their respective roles.

Role-play with employees regularly

When done correctly, role-playing can be a great way to bring your team to life and help them understand what is required of them. It will also be an opportunity to develop their skills further and let them internalize the training through practice and repetition. To ensure that all your staff members are comfortable with role-playing, you should consider making it a bit informal and having one-on-one coaching sessions as opposed to in front of the entire team.

Give employees room to be creative

While it is always necessary to enforce the rules and guidelines that you train your employees on, it is also critical that you allow for room for creativity. Most businesses base their structures and operations on consistent procedures. However, there are times and instances where rigid rules will not work. This is why it will be beneficial to empower your employees so that they can use their judgment and creativity.

Empower retail staff through mobile tech

Mobile tech plays a crucial role in enabling retail employees to build relationships with key customers and understand their preferences and past purchases. Today, associates are increasingly communicating with customers via text messages, email, and social media. Empowering your employees through mobile learning tech will help them serve customers in a more personalized way.

In the end, one of the best ways to prepare retail employees for a seamless in-store experience would be to strive for continuous improvement. In order to learn more about effective ways to improve operations and enhance the in-store experience, kindly get out guide Brick & Mortar Loyalty: How Brand and In-Store Engagement Strategies Go Hand in Hand.

Free Report - How brand & in-store engagement strategies go hand in hand

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