In today’s digital world, online channels are more popular than ever. With just a few clicks, shoppers can buy almost anything – from groceries, knickknacks, and services…to even cars.
So, it’s not surprising that many consider brick and mortar stores to be obsolete. While it’s true that retail is changing, physical stores will always offer the one thing that can’t be replicated online: the human experience.
Today’s customers want to be inspired by their store visit; they want to interact with items, receive personalized service, and be entertained – all at the same time.
Great salespeople are key to bringing this experience to life, and the stakes are high; the quality of their performance impacts how customers feel about the business, how much money they spend, and whether they will return in the future.
Unfortunately, many telcos struggle to offer a compelling experience. Faced with inexperienced employees, high turnover, and complicated products and systems, it’s no wonder that their customer satisfaction lags behind other industries.
To be successful, telcos need to implement a comprehensive retail training strategy.This will help them build top-notch teams that will delight customers and drive profitability for years to come.
In this whitepaper, we will examine:
• What customers expect from their retail experience.
• Why the telco store experience falls short.
• The characteristics of an outstanding telco salesperson.
• How to develop a successful retail training strategy that promotes performance and retains employees.
