EILEEN DUNN, ALEX PASQULONE, AND STEPHANIE SEDMAK Human Resource Management and Social Responsibility

Effective Employee Training When employees are trained  They know they are supported  They know how to perform the task  They’re more efficient  They’re less likely to make a mistake.

Poor Employee Training When employees are not trained or have been trained poorly  The quality of the work is poor  Mistakes are easily made with customers  If a mistake is made it takes more even more time to fix the problem  More likely for employee to be unhappy causing them to underperform

Essential Employee Training Components Product Knowledge-  staff must know what they’re selling to be an effect salesperson. How to Sell Effectively-  Issues that should be covered in a weekly training session  How do you determine customer needs?  How do you overcome customer objections?  What are the best ways to ask for the sale?

Essential Employee Training Components In-Store Procedures  Employees should know a wide range of tasks  Pricing merchandise  Handling cash and sales receipts  Procedures for opening and closing the store.  Identifying merchandise for markdowns Customer Service  Good customer service adds value to a store

Employee Training Agenda

Align Retail Associates with Business Goals The Company Brand  Retail associates are the most important brand ambassadors  Give them an insight into the personality of the brand Vision, Mission, and Values  Align them with your company’s goals, vision, missions and values Roles and Responsibilities  Let members know their roles for better clarity  Do’s and Don’ts

Basics of Sales and Customer Service Product Knowledge  Today’s customers are well informed due to media  Educate store associates about core products they will sell Describe Your Customer Profile  Give associates a clear understanding of the customer profile  Who is your customer? What are their core needs? Customer Service and Sales Techniques  Equip the associates with the skills to make sales

In- Store Operations and Processes Loss Prevention  Have staff trained in inventory loss prevention Inventory Control  Teach how to make accurate inventory records  Learn basic importance of inventory management Safety  Protect stores from any disasters due to human errors  Procedures for dealing with common emergencies Visual Merchandising  Visual Merchandise is a key component to boost sales revenue  Importance of having an organized and well maintained store