talking trade Comment by Alex Wilkins, Head of Business Development, iHASCO T
he retail industry is going through a period of transformation. Factors such as the challenging economic
conditions, changing consumer behaviour and the growth of e-commerce are changing the way retailers operate and engage with their customers. This, of course, presents new responsibilities and pressures for anyone working in the sector. In the long run, retailers who are flexible and
able to adapt quickly will be far better placed to secure their long-term future in this new landscape. While retail as an industry is under strain, workplace training can play a crucial role in ensuring that employees have the skills and knowledge needed to perform their day-to-day roles to the very highest standard. From sales staff on the shop floor to managers in the back office, the right training empowers employees with key tools and techniques to drive sales, raise average transaction values, improve conversion rates and monitor progress. Continued learning and development at work can also help ensure employee engagement - and an engaged workforce is integral to any successful retail business model. Making staff training a fundamental priority can prove to be the difference between high staff turnover and long-term loyalty.
Success in the retail
industry is based on providing the best possible customer experience
In a sector where cost and time savings are paramount, online courses provide an efficient platform to deliver all training requirements. There are several areas that retailers can benefit from, including core health and safety courses to soft-skills development. Let’s look at some of these in more detail.
Customer is king Success in the retail industry is based on providing the best possible customer experience. The digital age has given even greater power to consumers and they now have higher expectations than ever before when it comes to customer service. If a retailer
14 |
www.innovativeelectricalretailing.co.uk
The importance of workplace training
fails to deliver, the consumer will simply go elsewhere. As a result, the future of the traditional brick & mortar store rests on the ability of sales staff to quickly develop strong face-to-face relationships with customers. Offering courses to improve interaction with consumers and develop skills to appropriately deal with a range of possible scenarios should be the very foundation of retail workplace training. Meanwhile, retailers must also have a good
grasp of consumer law. The internet is full of advice for consumers, explaining their rights and telling them how to complain about goods or services they buy, but very little information is being provided to help retailers. We have created a unique course that specifically addresses this issue. It is a practical guide that focuses on making sure that products meet legal standards and explains how to effectively deal with customer disputes – not only to stay within the law when resolving a complaint, but also to effectively handle the communication with the customer.
The essentials For retailers with physical stores, providing great customer care extends to ensuring their safety. The same goes for employees. No matter how careful people are, accidents happen. In fact, over 555,000 workplace injuries are reported every year as well as 1.4 million cases of ill health caused by work, leading to over 30 million working days lost. Retailers must therefore ensure appropriate training is provided to minimise the risk of injury or illness. Risk assessment training ensures members of staff are competent at reducing the opportunities for an accident to happen in the workplace. If an incident does occur, accident reporting training can provide retailers with the reassurance that employees know how to complete a report of an accident at work. It is also essential that a member of staff is trained to deal with any potential accidents and injuries. Retailers, on the whole, are usually only required to have a First Aid Appointed Person rather than a fully-trained first aider.
All bases covered While we are used to the idea of looking after our physical health, there is now a global movement towards acknowledging
the impact and importance of mental health. And rightly so. One in four people in the UK will experience mental health problems at some point in their lives and a report from 2017 suggests that over half of retail workers have experienced mental ill health due to work.
The way consumers shop
continues to evolve, and the model of retail is adapting to meet their needs
Given that the retail sector can be a challenging work environment, it should become second nature to retailers to provide each workplace with a dedicated person who can offer support if an employee is struggling with their mental health. Training that improves awareness of mental health issues and illnesses is vital in helping retailers to create an open and supportive culture where employees can speak freely about how they are feeling. Ultimately, retail workers who are happy and healthy (physically and mentally) are best placed to provide top-class customer service.
The time is now The way consumers shop continues to evolve, and the model of retail is adapting to meet their needs. The focus for retailers must therefore be on ensuring that employees are equipped with the appropriate skills and knowledge, so they can efficiently carry out their roles and responsibilities. Retailers who invest in the continuous
development and wellbeing of their workforce will be better prepared to retain their highly skilled and experienced staff, and drive customer satisfaction to enhance the company’s reputation and profile. In today’s challenging retail landscape, the quality and consistency of workplace training can ultimately help to establish a strong foundation on which to build the retail experience of the future and support ongoing business success.
May / June 2019
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44
