Customer Service and Sales Training Case Studies

Increasing Sales through Associate Development

Industry: Retail

Internal studies at this national retail store showed that managers were spending too much time conducting day-to-day operations that should have been handled by associates, and too little on developing the associates.

Critical Issues

• Industry-wide flat sales numbers
• Development of associates to boost their skills and productivity
• Unintentional biases based on cultural differences

Solution

Novations developed and executed a training program to enable managers to more effectively delegate work, readily recognize their own biases, and fully utilize the talents of the diverse workforce.

Results

Managers who participated in the training program significantly changed their habits, spending as much as 80% of their time managing, coaching, and shaping behaviors that impact sales. Within three weeks of implementation, stores that implemented the program averaged 5.8-13% higher sales than the previous year, while stores without the program averaged 2.8% lower sales than the previous year.

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