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Interactive Workshops

Recognizing the crucial difference between knowing something and being able to actually do something differently, our interactive workshops (typically 90 minutes to three hours) for smaller groups delve deeper into the topic and help participants learn how to make it work in practice. Starting with a core presentation and moving on to a small-group exercise, this format works well for conference breakout sessions and corporate events that include both managers and staff.

For some topics, we offer a separate coaching session for managers (typically three hours) that “trains the trainers” how to take the knowledge and skills back to their staff.

Because adults learn by doing, we also offer customized full-day boot camps that aim to bring about behavioral change. Participants will gain not just information but first-hand practice as well. A one-day session will not make anyone a “practiced expert,” but it will give a sense of what it will take to transform the information into real-life action.

Motivating and coaching employees so that they will perform to the best of their ability is a crucial part of the job for every retail manager. The older style of leadership that tried to control people no longer succeeds, and many businesses today are leaving money on the table in the form of unused skills, ideas and energy – not to mention sales. This workshop explains the four things that every good coach must do, and the benefits of a flexible, planned approach. It then leads participants through an effective coaching conversation to help them move from theory to practice.

Ways to brand-match your service. Managing the total customer experience – and making it match the expectations of customers – is still one of the biggest challenges facing retailers. Companies invest large amounts of money enticing and attracting customers through media messages and physical settings, yet customers end up confused, disappointed and not buying. This presentation looks at the key areas of customer communication, and shows how to build sales, profit and customer satisfaction by focusing on the total shopping experience. Topic can also be a non-interactive presentation.

The bad news is that 25 per cent of all customers now shop on price alone, and they happily do it at a “vending machine” store. The good news is that 75 per cent of all customers still care more about value – what they pay in relation to what they receive. This presentation shows what it takes to build a core of loyal customers who will return often, refer others and pay more for the relationship. Includes the reasons why people buy, what they like and dislike, and the ways they define selection and convenience. Topic can also be a non-interactive presentation.

Finding, selecting and motivating outstanding staff. Hiring has been described as a million-dollar decision because a “bad” hire can cost a company a tremendous amount in lost productivity. This is a real working session for managers who are responsible for hiring new employees. It not only provides the “how to” interview prospective candidates, but also offers a complete interview guide with questions and goals to help a manager make the right decision. Effective hiring takes thought, planning and effort, but the reward will be a team of people who can help the business prosper. Developed originally by Dionco Inc.

Based on the book by Jim Dion, this workshop on retail selling skills is the perfect primer and a great refresher for anyone working in sales. It expands on concepts that have been explored for many years, but does it with a fresh approach and convincing arguments – also presenting a practical guide for applying them. Session includes the proven skills that let retail employees sell effectively and give customers what they want. Selling staff will learn the steps of the sale that make “closing” a natural outcome of serving customers. Managers will learn the selling skills that they need to teach to current and future employees. Developed originally by Dionco Inc. Read about the book here and about the detailed coaching workshop for managers and supervisors here.

This detailed coaching workshop is designed for managers and supervisors who are implementing the Retail Selling Ain’t Brain Surgery program (above). It recognizes that training must provide more than information, it must also provide skills that will let people use that information in practice. Even if staff can be persuaded in a workshop setting that there is a better way, old habits can erode that belief as soon as they return to the selling floor. Effective coaching will help the new skills stick, resulting in measurable increases in sales, profit and customer satisfaction.

Many managers say that they cannot find people to whom they can delegate – and that they therefore are “tied” to the business. This workshop shows how managers can use coaching and situational leadership to develop their staff based on the needs of individual employees. Since building the people side of a service business needs to start at the top, this session includes fun, challenging exercises for managers – and offers huge rewards for those who want to gain some freedom.

Things we can learn from the entertainment industry. Retail strongly parallels entertainment because both are built on performance and communication with the public. When the doors open, the “actors” are on stage in a performance that will last all day. This presentation looks at the crucial art behind the science of retail. Drawing on creative examples from several of today’s top entertainment companies, it illustrates how retailers can offer a show that is consistently superior – no matter when the customer arrives. An entertaining and motivating session, this topic can also be a non-interactive presentation.

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