FACTORS TO IMPROVE STAFF TRAINING PERFORMANCE SALE AND CUSTOMER SERVICES

FACTORS TO IMPROVE STAFF TRAINING PERFORMANCE SALE AND CUSTOMER SERVICES

Can you think of ways in which your company could use more highly motivated and productive workers? Do you think your team has room to grow in terms of sales and service to customers? The following guidelines focus on training employees and offer suggestions for improving teaching and learning in the workplace.

Hire for attitude, train for skill.

A training program's success depends not only on the pedagogical methods used, but also on the underlying attitudes and values of the trainers themselves. Bruce Nordstrom argues that while people may be taught effective sales strategies, they can't be taught to have a positive disposition (McNamara, 2008)

This emphasizes the significance of hiring positive, adaptable people. Training someone who is cheerful, responsive to learning, and shares similar ideals is easier than changing their attitude and disposition. Nordstrom hires based on attitude, not experience. The book "The Nordstrom Way" by Robert Spector and Patrick McCarthy describes how Nordstrom applies the attitude above aptitude idea. Instead of retraining salespeople, the company hires friendly people and teaches them sales skills. Nordstrom believes that parents raise the most competent people (Oregon, 2004)

 

Get to know each employee and tailor your training programs accordingly

After hiring new staff, spend time getting to know them to determine the best training method. Understanding an individual's career choice helps identify effective training incentives. According to the speaker, knowing the learners' learning patterns allows them to personalize their instruction to their best knowledge retention tactics.

Use a mix of learning tools and methods

In order to encourage effective comprehension among personnel, it is recommended to apply varied pedagogical approaches for their training. It is best practice to give staff a hands-on introduction to software like the point-of-sale (POS) or inventory system through a live presentation. Afterwards, workers can be pointed in the direction of how-to videos for future reference. Training employees to provide excellent customer service can be done in a variety of ways, including verbal instruction, written or video materials, and role-playing exercises to put learned skills into practice.

Implement modular training

Keeping a store open can be a time-consuming endeavor. Modular training is an option to explore if you or your employees are having trouble keeping up with the training sessions. Instead of long, drawn-out training sessions, this means providing more frequent, shorter ones.

Hank Boyer, President & CEO of Boyer Management Group, says, "Because of scheduling and the cost of including staff not scheduled when the training occurs, it may be helpful to have training that is modular and can fit into 1-hour segments rather than having training that requires long periods of time."

Because of the flexibility of modular training, employees can be brought in before the store opens or kept late after it closes if necessary.

 

Conclusion:

 

After practicing mentioned factors, find the better outcome as, individual contributors become more productivity, organizational performance improves, sales reps report increase skill enhancement, increase employee engagement and improve employee retention rates to the organization.

 

References

McNamara, C., 2008. Employee Training and Development: Reasons and Benefits. New York: LLC.

Oregon, L., 2004. Staff Training and Development. 1st Edition ed. New Jersy: Pearson Publishers .

Trevor, W., 2009. Staff Training and development. 2nd Edition ed. New York: Pearson Publishers.