True Value 2015 Annual Report Download - page 6

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PREPARE
DELIVER
IMPLEMENT
Key “defining moments” create loyalty. For shoppers, a positive
experience happens in a series of moments that occur from the minute
they pull into the parking lot.
We’re helping our members train their people to help create and
participate in those moments.
TRUE VALUE 2015 ANNUAL REPORT 98 TRUE VALUE 2015 ANNUAL REPORT
Customer Service Matters Any seasoned
retailer will agree—every sales transaction is
a cycle. Greet, listen, find a solution, close the
sale, complete the transaction. The skill and
attitude of the sales associate in the numerous
“defining moments” during this cycle are
often the dierence between a satisfied and
dissatisfied customer.
Store-Focused, Chat-Based Training
The new program is designed to empower
individual store owners and managers, training
them how to teach store associates through a
series of informal “chats.” Each 10-20 minute
chat is formatted to focus on a specific skill
or situation within the sales cycle.
A Dierent Kind of Program It’s not
e-learning. It’s not classroom based. It happens
in the store. This program is designed to allow
stores to set their own training priorities, give
real examples specific to their stores, role-play
and try out new behaviors and techniques. It
also provides the ability to monitor employee
progress and give constructive feedback. All
to develop or reinforce skills for creating happy
customers and keeping them coming back.
Positive defining
moments draw customers
and create loyalty
Number of “chat
certified” store associates
implementing the program
to date
10 initial chat topics, from
greeting a customer to
helping an unhappy one
Store managers are
trained how to prepare,
conduct and follow up on
chat sessions
BUILDING MOMENTUM, WORKING THE PLAN
THAT MAGIC MOMENT
1,034
10+
TRAINING FOR STRONGER CUSTOMER RELATIONSHIPS
ENGAGEMENT
Working together
• Marketing Analytics
• Communication
• Vendor Engagement
• Education/Training
GROWTH
Growing together
• More Stores
• More Remodels
• Pricing
• Assortment
Productivity
• Brand Awareness
• Omni-Channel
Strategies
• International
Expansion
EFFICIENCY
Improving together
• Inventory Productivity
• Global Sourcing
• Logistics Optimization
• Transportation
• Infrastructure
Improvements
• Application
Simplification
• Process Improvement