Question

During the coaching session you must demonstrate your ability to:

Present your implementation plan including;

What the identified problem is (lack of product knowledge/upselling training)

Your proposed steps to resolve the issue

How you will monitor the changes and staff performance

How you will communicate recommendations for further improvements

Present current sales figures and explain how upselling (toiletries and baby) will assist in increasing revue;

Present the current refund statistics and explain how these are costing the store revenue;

Explain how product knowledge training and upselling skills will save the store money and assist in achieving the business plan (i.e. increasing sales revenue, maintaining superior service);

Demonstrate the upselling process using the scenarios below;

Select one scenario to present to the team to discuss possible upselling opportunities;

Encourage and support team members to participate in the upselling discussion/scenario by providing their ideas and input;

Use language appropriate to your audience;

Facilitate coaching session in a logical and structured manner (i.e. demonstration, practice, feedback)

Scenario One – Student to demonstrate, assessor to play the role of the customer

A customer approaches the counter to pay for one small tube of nappy cream.
The staff member asks a few questions and proceeds to suggest additional baby items that are currently on sale and will assist with the nappy rash.
After the staff member has recommended a few items, the customer agrees to purchase one and thanks the staff member for the advice and service.

Scenarios for discussion

A customer purchases one toothbrush

A customer purchases a singular toiletry bag

A customer purchases a pack of baby bottles

One of your choosing relating to toiletries or baby products.

Answer 1

There are five ways to monitor the actions of employees:

1. Use employee monitoring software that tracks staff’s activity on their work computers
2. Use task and project management software to help employees stay on track
3. Monitor only a few employees at a time with selective control
4. Incorporate daily/weekly planning sessions to help managers communicate expectations.

Encourage participation in a “photo of the workday” exercise.

Recommendations for further improvements:

1. Communicate clear expectations.

2. Make sure performance appraisals are consistent.

3. Make employee development a priority.

4. Take steps toward improving morale.

5. Empower employees to do their jobs well.

6. Utilize the right technologies.

Upselling is a technique of maximizing the revenue from each sale made. Instead of wasting time and energy on leads that may or may not buy, target the users who are already ready to buy. For example, an online shop suggests an extended warranty for their products at an extra price.

Refund Statistics appear 24 hours after e-filing has been accepted or four weeks after mailed paper return. The IRS updates the site once per day, usually overnight, so there's no need to check more than once during the day.

For increasing sales in retail  is often approached with hesitation. Most merchants don’t like the idea of ‘selling’ to their customers. According to the accepted wisdom, more sales will flow from quality customer service and great products than any ability on the part of you or your staff to pitch a product.