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. For more information about White Pages Workshop, transcripts of this episode and more small business tips visit www.whywhitepages.com.au For our full list of Small Business Tips and alerts of new White Pages Workshop videos visit and subscribe to our youtube channel www.youtube.com
Video Rating: 5 / 5
White Pages sends in specialist, Brian walker, to take a look at Total Tools and suggest ways to implement the ideas covered in episode 11 and ways to track the results. See the first half of this episode here: www.youtube.com Implementation Creating an online intranet portal is an excellent way to get staff more involved in your business and gain a better understanding of the products and services they are selling to their customers. ? Staff with up-to-date product knowledge helps enhance the overall retail experience. ? Stock management programs can help you understand your customers? needs. Tracking Results -Testing staff knowledge regularly ensures consistency across stores and improves customer satisfaction. ? Regular customer satisfaction surveys help monitor progress and can ultimately drive sales. ? Well trained staff with a good understanding of customers? needs creates a positive retail experience. ? Your staff deal with customers regularly. Use their knowledge to improve your offering. For more information about White Pages Workshop, transcripts of this episode and more small business tips visit www.whywhitepages.com.au For our full list of Small Business Tips and alerts of new White Pages Workshop videos visit and subscribe to our youtube channel www.youtube.com
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