White Pages sends in specialist, Brian walker, to take a look at Total Tools and suggest some solutions to their retail strategy.
Identifying The Total Tools Challenge:
- Using customer satisfaction surveys to understand consumer needs
- Having the product knowledge to satisfy consumer queries
- Customer satisfaction to be consistent across all stores
Developing Solutions:
There are three clear solutions, one is to increase focus on product knowledge training - and given the distribution of sites of Total Tools, building an online site, is a clear solution.
Tip:
- Help increase product knowledge through employee training online
- Mystery shopping program can help improve customer satisfaction
Key Points:
- Online staff training contributes to consistent product knowledge across all stores
- Carrying the right product range results in increased customer satisfaction
The next episode will look at how to implement these ideas and how to track Total Tools success.
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Shouldn't your first suggestion be to change your name???? "Total Tools", really?
adi87tya 11 months ago