Debenhams International Learning and Development

Driving ATV For Sales Advisors

Trainers Notes (Training Room session 10.00 11.30) (On-floor session 11- 30 to Close) (De-brief with Manager 30 mins) Produced: April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes

Time

Content IMPORTANT NOTE This course has been designed to allow sales advisors to enjoy 90 mins theory in the training room followed by the rest of the day practising those skills on the shopfloor. It is an integral part of the training event that all sales advisors attending the training have a 30 minute feedback session with the Store Manager either individually or in their groups Make sure this has been arranged and put in the diary before delivering this session You will need to know the following The Average Transaction Value for the STORE The Average Transaction Value for each DIVISION

Materials

10.00 Welcome and Introductions INTRODUCE yourself to the participants and welcome them to the course. POSITION the session in terms of it being an opportunity for them to explore ways they can drive the Average Transaction Value on their departments. Prepared flip ASK why is it important that they do this. CHECK for understanding amongst the group that they are aware of their service responsibilities. RUN through the course outline and objectives for the session. Understand what ATV means Understand why it is important to the store to increase it Produced April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes Develop personal practical skills to increase ATV

Note to Trainer if you do not know the group or they do not all know each other get them to introduce themselves as outlined below ASK participants to ensure the following information is covered: Name Role Background An example of something relevant to the subject matter Prepared Flip

ALLOW everyone a couple of minute's individual preparation time. ASK for a volunteer to take the first turn at presenting themselves. RUN through admin and housekeeping points for the day i.e. toilets, fire, breaks, finish time, messages, mobiles, security etc. RUN through the agenda for the day Welcome and Introductions Why do we need to increase our ATV? Increasing it in our store Personal Commitments Skill Practise on the shop floor Reviewing my day with my Store Manager Handout 1

10.10

ISSUE Handout 1 and explain that it is useful to think about actions throughout the day and will give them opportunities to fill it in at various points during the session. ATV ASK the group what the Average Transaction Value is for the store? (Have the answer ready) ASK the group what the Average Transaction Value is for their department? (Have the answer ready) Produced April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes ASK why it is important that we all work together to increase the ATV? 10.15 OBTAIN With fewer customers visiting stores we need each customer to spend more With more consumer choice we need to keep all the spend in our store Offers customers one-stop shopping Offers customer high level of customer service Helps the store make more profit

Increasing ATV in our Store Exercise Brief 1 Split into smaller groups Issue with paper and pens Ask what actions can Sales Advisors take to ensure the ATV is increased? Allow 10 mins

Feedback Brief Allow 10 mins Collect feedback one idea at a time from each group Ensure the following are captured Recovery standards Service levels on the fitting room Approach every customer Asking questions Promote in-store offers Service levels at the till point ( ATV drivers) Replenishment to ensure all sizes are available on shop floor Link selling Selling Up

10.35

ASK group to define the difference between LINK SELLING and SELLING UP? Note to Trainer Link Selling = adding one item to another Produced April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes example = skirt and co-ordinating blouse or bra and matching knicker Selling up = using selling skills to help the customer decide on a more expensive version of a product Link Selling and Selling Up In Action Exercise Briefing (Total time Allowed 30 mins) Split into 2 groups of the same number of delegates Hand out Link Selling cards to Group A Hand out Selling Up cards to Group B Group A Each delegate to have a Link Selling Card Each delegate to write the name of one item on the card that a customer might want to buy Group B Each delegate to have a Selling Up Card Write on the card an item and a price Group A Swap cards with another member of group A Write the name of an item that can be link sold to the item already on the cards Group A Swap cards again Form pairs with 2 cards per pair Group B Form pairs with 2 cards per pair Allow each pair 10 mins to discuss both of their cards considering how they would link sell (Group A) or Sell Up (Group B) Feedback Brief Each group to feedback on one of their cards role playing the conversation they will have with the customer. Product Knowledge ASK why is product knowledge so important when it comes to Link Selling or Selling up? Produced April 2009

11.05

Debenhams International Driving ATV for Sales Advisors Trainers notes FLIP answers on to flip chart OBTAIN Able to answer customers questions Able to match right item to customer Able to handle any customer objections Increases customer confidence in you Makes you look professional BRAINSTORM in group where you can get product knowledge information from and flip answers on to chart OBTAIN Training sessions Garment care labels Range tickets Packaging Trying things on Swing Tickets Listening to customer CVs comments AGREE that product knowledge is essential to anybody whose job involves selling to customers. Our customers expect us to know about the things we sell and to be able to advise them accordingly ASK what will happen if we give the wrong information? OBTAIN Lack of trust Customer will be unhappy with their purchase Increased number of refunds Customer will not come back Word will spread! Personal Commitment Cards ISSUE the commitment cards EXPLAIN that everybody needs to commit to doing 3 things to drive ATV ALLOW 5 mins for delegates to complete the cards EACH delegate to feedback their commitments What Happens Next ? Produced April 2009

11.20

Debenhams International Driving ATV for Sales Advisors Trainers notes EXPLAIN that for the rest of the day they will have the opportunity to practise honouring their 3 commitments and putting into practise all the things they have covered in the session EXPLAIN that their Store Manager will be following up personally with them to review their commitments and how they have put their new knowledge into practise to Drive ATV in their store. THANK the delegates for their time WISH them every success

Handout 1 GOOD IDEA SHEET

Produced April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes

LINK SELLING CARD

Item 1 Item 2

SELLING UP CARD
Item 1 Item 2
Produced April 2009

Debenhams International Driving ATV for Sales Advisors Trainers notes

Commitment Card
My Name is . My 3 Commitments are 1 2 3

Produced April 2009