Case studies

Connected technology in store

Connected technology in store

A supermarket giant was delivering a new in-store technology department to inspire customers to better understand and make use of their technology.

Creating the right training for colleagues to be able engage customers and make a success of their new department was critical to its success.

Some of the key objectives of the training were:

*Bringing together phone shop and technology selling teams to work together within a new connected technology department

*Delivering a new customer experience which gives confidence to non-tech savvy people and helps them to get more from their technology

*Moving away from a rigid sales model to selling with more flexibility and fluidity, which better suits how people buy technology today

First Friday designed, developed and delivered the connected training programme that included a blend of live classroom training, eLearning, product training, mystery shopping, and individual strengths based psychometric profiling. We also created a new visual flexible customer journey based on the principle of a sales advisor ‘guiding or being guided by’ the customer. Video playback benchmarking of practice was used to enable delegates to view their own progress.

The outcome of the programme was an immediate and significant improvement on customer satisfaction net promoter scores and excellent stakeholder feedback from senior operational and personnel managers. Delegate feedback was that the programme content and delivery exceeded expectations and set them and the business commitment to rollout the training and to internally upskill resources to be able to deliver the programme in-house.

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