INSIGHTS
How gamified simulation training will help your retail associates meet growing expectations

As we move through 2022, we’re already seeing some clear trends for the retail industry. What are customers looking for? What are their expectations of retail associates?

Attensi provides innovative organisations with engaging, fun, and above all, impactful retail training solutions. Each solution is developed to meet the exact needs of your business and brand. Here’s how other retailers have successfully applied this revolutionary way of training to help your thinking for your retail organisation in 2022 and beyond.

 

Knowing what your customers want

As well as delivering a high quality service, customers expect retail associates to hold in-depth knowledge of the products or services including any new launches, offers and changes.

“With Attensi SKILLS, our sales staff have fast become product experts, with measurable, significant impact on our profit margins. And with a 96% training approval rating, we know they enjoyed themselves along the way.”

Hanne Utakleiv Lorentzen

Campaign Manager | Bohus

Attensi’s flexible simulation training can be altered and updated as many times as you need to accommodate any business changes or new product launches. Each training module is designed to have bite-sized learning content within it. Using game-based learning to challenge your associates to learn by doing when presented with a range of realistic tasks and interactive customer scenarios.

Throughout each learning module, players can learn invaluable customer service skills including picking up on non-verbal cues, identifying opportunities for upselling or developing their ability to make tailor-made recommendations to customers. After all, it’s that personal touch that keeps people coming back time and time again.

Learning in this fail-safe environment allows plenty of chances to make mistakes, learn from them and apply new knowledge in a practical way. By the time staff are in front of your customers, they should be fully equipped and have the confidence to deliver a high quality, informative service.

 

Become true brand ambassadors

One of the key components of creating a unified, successful team is making sure staff understand your brand. And that covers more than your products and services.

It’s the behavior that comes with being part of your brand too. It’s how you interact with your customers, it’s the atmosphere when they come into the store, it’s the feeling they leave with.

Whether you’re a traditional in-store or eCommerce retail business, Attensi BEHAVIOUR will nurture those brand-specific behaviors to build real cultural change. Ensure your team knows how to advocate for your brand. If they love it, you can be comfortable knowing your customers will too.

Attensi BEHAVIOUR solutions are completely bespoke to meet your retail needs, allowing you to create an immersive world where we can help you bring together key areas of focus for your brand. Whether it be operational standards, customer interactions,  or product knowledge, we know how to bring it all into one impactful solution.

“Knowledgeable and friendly staff, who can offer face-to-face contact and answer difficult questions, are still valued and will make customers more likely to purchase, especially when it comes to big-ticket items such as electronic and white goods.”

Thomas Antonsen

Northern Europe Head of Sell-out Management and Training Excellence | BSH Home Appliances

 

Understand the latest technology in your industry

Evolving the customer experience has been a crucial part of retail over the last few years. Part of this is ensuring the technology used supports a clean and efficient customer journey.

Attensi PROCESS is just one part of your Attensi platform that is dedicated to helping your teams master the latest IT and technology in your business. Whether it’s an updated till system, eCommerce software, or any additional in-store equipment, cover every base with your Attensi PROCESS simulations.

“We love speed. We love pace. And we love learning new things. And Attensi allows us to do all of them while competing with peers. And also it means I can do it wherever and whenever and that’s key to this training. You don’t have to be in a room with a trainer.”

Jodie Tate

VP Retail Ops | ASDA

 

What is the impact of processes on learning?

In a 2020 study into workplace learning from the CIPD, their key findings saw that attitudes towards learning and development are on the right path, but there is still a gap between intent and the resources allocated.

“Though the use of technology has increased since our last survey, organisations are failing to leverage emerging technologies that would make their learning more potent and are increasingly expected in other parts of learners’ lives.” 1

 

At Attensi, we’ve seen first-hand how introducing process-led training can improve training

International giant Wilhelmsen reported the following statistics after introducing simulation training into their organisation.

  • 95% of Wilhelmsen staff who took the training can now demonstrate their mastery of a process, and as a result, have now been certified.
  • 91% reported to have been helped by the training in a real-life situation at work.
  • 87% stated that they found it ‘easy and intuitive to use’.

We’re excited to see what the future of retail holds. One thing’s for sure. You need training that’s going to be as flexible and adaptable as your business. That’s where Attensi can help.

Book a demo with us today and make sure you visit us at the next Retail Week Live.

Are you ready to level up your training?

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Sources

  1. CIPD. (2020) Learning and skills at work 2020. London: Chartered Institute of Personnel and Development, cipd.org/globalassets/media/comms/news/asd1learning-skills-work-report-1_tcm18-79434.pdf