It was our common finding that a comprehensive training and development program was required for the people who would work in the store. Our approach was as follows:

1. We implemented a management workshop exploring strategy issues, customer experience and extending our own familiarity with the company’s products and services.
2. We investigated the current situation. As the store was not yet open to see the employees “in action”, we used the Prism® brainmapping, test to assess team chemistry and composition A customized online sales skills test was conducted to assess awareness of these techniques.
3. In the classroom we used store operation simulation techniques, approximating the customer’s experience in real conditions. At the same time, we equipped participants with the most contemporary service and advisory sales techniques, so that they can have a “toolbox” that they can use in their daily life. During the training program, personal video recordings were shot and individual feedback was provided.
4. After the opening of the store, a live observation took place and we were able to identify further points for improvement for each of the participants.
5. We “re-measured” their awareness on sales and service skills through a new online test.
6. In consultation with their managers, we created individual programs to consolidate the training result, which their supervisor undertook to follow up!