Staples Canada wanted their store managers and supervisors to be better equipped to coach and train staff members as a measure to increase performance at stores. Graff Retail was approached by Staples Canada to develop and implement management and supervisory training programs that would help the retailer achieve this vision.
Graff Retail had previously worked with Staples Canada to launch its Inspired Selling training program at their stores. The program was successful, but the retailer required better coaching and leadership from the store management teams to achieve even higher performance goals.
The team at Graff Retail decided to implement the Get Managing training program after determining the gap in resources available to store managers and supervisors to consistently develop their teams. Staples Canada required its store managers to be more effective at coaching sales performance, motivating, and engaging their teams to increase productivity and drive store metrics. Supervisors also needed to become more efficient at hiring staff, reducing turnover, getting compliance on store standards, and managing key priorities.
After completing the evaluation, Graff Retail identified the following areas of opportunity:
After evaluation, Graff Retail’s Get Managing program set out to achieve the following objectives for Staples Canada:
Graff Retail’s Get Managing training program helped Staples Canada achieve its objectives by establishing different modules for store managers and supervisors.
The Get Managing training provided store managers with the critical skills needed to coach, motivate, and get the best performance out of their teams. It consisted of the following key elements:
Separate training videos and accompanying support materials (similar to that for managers) were created for supervisors as they required a separate set of skills. These short, fun videos focused on how supervisors could provide outstanding leadership to their store teams. This approach was well-received by frontline supervisors.
Get Managing was integrated to support and enhance the already existent Inspired Selling program at Staples Canada. With this integration, supervisors became much more effective and skilled at coaching the required sales behaviours outlined in the Inspired Selling program. This resulted in Inspired Selling becoming stronger than ever at stores and producing even greater results.
Graff Retail created and implemented the training program on time and within budget. Results after the first year showed an increase in sales and management/supervisor promotions.
Over 150 individuals were promoted into management or supervisory positions.
Every key metric targeted improved by as much as 9%.
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