The main goals of this program were to increase revenue, increase CSI results, and improve employee engagement levels. With these objectives in mind, Graff Retail developed a customized sales and service training system for the liquor retailer’s stores, products, and environment.
This program combined fully customized content with a comprehensive implementation and reinforcement strategy. This was wholly maintained at the store level using specially designed reinforcement tools to support and sustain the selling skills learned in the classroom. Store Managers were equipped with the necessary skills to return to their stores and train staff on the program. Taking this approach to training was not only highly effective but also sustainable over the long run.
To ensure skills learned were not forgotten, a comprehensive reinforcement strategy was implemented. This included daily training activities, shift starter meetings, bi-weekly coaching sessions, and structured staff meetings that all served to make the training stay alive in stores.
The “Ready to SERVE” coaching system enabled managers to be more effective and confident in developing their teams. Store Managers learned fundamental coaching skills, how to set and track expectations, discuss store performance with team members, and conduct bi-weekly coaching sessions with their staff. The one-on-one coaching sessions were powerful opportunities for Store Managers to engage with staff, improve relationships, bolster skills, provide recognition, and drive performance.
After the program, Store Managers were able to provide feedback, motivate performance, set expectations, and create collaborative solutions with their teams. Coaching became a part of daily store operations with Store Managers now having a structured system that guided them on when they needed to coach.