It may sound obvious, but it’s surprising how often this gets overlooked, if you are rolling out new retail technology in-store do your staff know how to use it? Argos recently announced that their Kensington store was being redesigned and embracing a new digital format.
Part of the press release commented how they had delivered training to store staff to ensure they were able to provide the necessary help to customers. This approach will undoubtedly go some way to ensure this new approach by Argos is a success.
Many retailers seemingly overlook this is essential component of training staff on new technology. Perhaps this is partially driven by the assumption that people au fait with all technology in this digital age and with companies embracing schemes such as Bring Your Own Device (BYOD) to work. But whilst some people are, some people aren’t. And even if people are don’t they still need to know best practice and so forth, then surely retail technology training is essential.
A fellow blogger here at Cybertill Towers recounted how their mum works in a high street bank and speaks to customers all day. The bank is forever marketing ‘mobile banking’ to its customers, and she is often asked ‘how it works and what are the benefits?’ Well, my colleagues mum has never had any training on mobile banking, she does not have a smartphone, so is unable to adequately answer customers’ queries. Now if you want your customers to use the technology to speed up their banking, as well help reduce the strain on the bank, might it be an idea to train your staff on how to use and advise mobile banking? Surely the staff should be the biggest advocates?
When Virgin Media deployed Cybertill’s mobile point of sale in their flagship stores, switching from fixed till’s running Cybertill, they invested in training for their staff, as the processes had changed. This ensured there was no disruption in-store and the transition was seamless.
Any retail business, irrespective of sector, needs to ensure that what technology they market to its customers, as well as in-store technology, their staff can both use and advocate. If not this can have huge implications on sales and the customer experience. What are your thoughts on introducing new retail technology and training staff? Let us know by leaving a comment or tweet us @Cybertillretail.
