changing the way retail sells

A message from our founderIn everything we do, we believe that retail customers should be taken on a remarkable journey and that retail staff should work in an open and supportive environment where they never stop learning.

The way we do this is by teaching retailers a framework that has only one focus in mind; how your customer feels while they are in your store. This is done by showing leadership teams how to recognise winners, and develop those who need it, treating every employee equally regardless of the amount of hours they work and by supporting a developmental culture of fear free feedback.

We help identify your ‘shining stars’ and how to leverage their skills to drive customer satisfaction by becoming role models within the store. We deliver the most innovative retail store training which is easy to follow, has huge impact on customer satisfaction and challenges the status quo ensuring your people become your biggest asset.

The benefits are really clear, you save money on staff retention when you create a great environment to work in, you increase profits because your staff are up-selling as they are getting to know your customers and the higher your customer satisfaction goes, the bigger your market share.

We get retail and we love it, that’s why we create and deliver extraordinary training making sure retailers can move with the times.

“I’ve learned that people will forget what you’ve said, people will forget what you did, but people will never forget how you made them feel.”

Maya Angelou, Author

How do we keep our customers spending in our stores?

At no other time in history have our customers had more options of where, and how, to shop.

With less money to spend and more visibility of other shoppers experiences, our customers can make a choice about where to shop from the palm of their hand.

Our customers are becoming increasingly savvy and are much less likely to spend where they see others have received a poor in-store experience.

Are our customers changing faster than our stores?

When we find ourselves asking how Apple Retail remains No.1 for customer satisfaction year-on-year, and how Burberry went from a failing brand to become the forefront of the digital frontier in retail, we need to look at the customer experience.

Are our customers leaving our stores feeling happy that they visited?

Are they talking about our stores to their friends and families... for the right reasons?

Ultimately, do they want to come back?

“The increased diversity in customer satisfaction reflects customers’ growing sensitivity to the experience they receive in a challenging economic climate. With less disposable

income, consumers are far more discerning.”

Jo Causon, Chief Executive of the Institute of Customer Service

Are you ready to change your customer’s experience?

Do you want to embrace the change in consumer spending habits and bring more people into your store?

Do you need to embrace the change for better customer service to improve your store satisfaction ratings?

Are you prepared to embrace the change in order to increase your sales and drive your market share?

Tailored training for your brand

the right training...We know you need a training solution that’s right for your organisation. That’s why we spend time with you up-front, ensuring that this training programme will enable the people in your organisation to reap the rewards that grow your business.

...for the right people...Our team specialises in working across your entire retail organisation from executives and leaders, to managers and in-store sales teams. We’re used to the complexities that come from rolling out training programmes across large scale retail organisations that employ a diverse, multi-cultural workforce.

...at the right time.We know that you need this to fit neatly with your company strategy in a timeframe that compliments your business operating model. Our training programme will have a big impact, but we won’t get in your way. This is your training, delivered your way!

our training framework fits with your brand...we can make sure you’re equipped to make that change…

We believe that genuinely happy customers buy more, talk to others about the great experience they had in your store, and return with their

friends & family.

We have developed a powerful, innovative 5 step training programme designed to provide your retail staff with the tools and techniques they’ll need to build strong and sustainable relationships with your customers.

From training needs analysis through to final report, we’ve got the

knowledge, skills and experience to offer your company a world-class

training package.

The phased delivery model is structured to work within large,

complex, multi-site, national retail organisations.

The programme is supported by a unique leadership engagement

programme, thereby offering you a consistent approach from your

boardroom to your stores.

The Retail Relationship Training Framework

Training needs

analysis

Mystery shopper initiative

Customer satisfaction

data analysis

Focus groups

Tied in with company strategy

DiscoveryFits perfectly with in-store digital technologies

Customer relationship builds

Leadership Engagement Programme

1 2 3 4 5

Think on......look sharp First contact Talk time Get set go Wrap up

Ready to fully engage

Confidently connect with

customer

Intelligent purposeful

conversationsSell and sell some more

Say farewell to a friend

Culture ChangersFear Free Feedback Model

Handling complaints & disappointments Module

Customer Relationship Training Programme

Awareness Support Resources

Mod

ule

Resu

ltCu

lture

Outcome

Customer leaves happy.

You have their

details.

They tell their friends about their excellent

experience.

They all come back.

Mystery shopper

initiative 2

Evaluations & measurement programme

Final report presentation

Follow-up

Meet the team...Jamie Hayes is a highly sought after, innovative and pioneering sales relationship expert. He specialises in working with large retail businesses to help them build meaningful relationships with their customers, so that their sales become a natural by-product of that relationship. He has coached and trained teams at Apple, P&O, Hilton and NHS, providing them with the skills to forge sustainable relationships with their customers. Most recently helping Apple Retail win an initial deal worth £1.4 million.

Jamie understands the importance of offering a great customer service experience. He has transformed sales teams in a broad range of vertical markets: everything from award winning estate agents, to one of the countries largest insolvency practices. But it was at Apple where Jamie really made his name in sales, as their Retail Business Specialist. He won the Apple Spirit of Business award, spoke publicly at events and trained hundreds of Apple Store employees.

Today, he is known for transforming high street retail stores, by teaching them how to connect with their customers.

Scott Summers is an award winning training designer and sales & communication skills trainer. He has developed dozens of highly effective training courses (both face-to-face and webinar) for thousands of sales consultants, managers and executives at companies such as M&S, Apple, O2, Google and IBM, training them to be more connected, engaging and influential. His work has helped them win deals worth millions of pounds.

A graduate from the Master Trainer Institute in Geneva, Scott has worked in the training profession for 23 years winning a UK Learning Industry award for training design. During the last 10 years, he became IBM’s lead interpersonal skills trainer in Europe. As IBM’s highest rated trainer, his courses include Relationship Skills Building, Expert Presentation Skills and Train The Trainer.

Scott is famous for developing sales & relationship professionals, speaking at business conferences and delivering his inspirational courses to over 3000 professionals around the world.

Antony Welfare is a retail and eCommerce expert with over 20 years industry experience with international multi-channel retailers such as Marks & Spencer, Sainsburys, Dixons Retail and Homebase. With a Retail Management degree from Loughborough University, Antony has learned how to run successful retail businesses from the ground up, from taking charge of seasonal campaigns, leading HR & Finance functions, to managing entire stores for M&S.

Antony’s experience in retail is an impressive list of skills and achievements including developing the Store of The Future programme for Marks & Spencer, managing the UK eCommerce sites for the Dixons chain (Now Currys.digital), a newly acquired £80m turnover B2B company. He created a new European Shared Service Centre (SSC) which he developed and built from scratch, and after 2 years employed 250 people, serviced 11 countries and was finalist in the European Shared Service Centre of the year awards. He later became Finance Director for the Dixons Commercial team in the UK.

David Tattam is an award winning customer service and retail sales specialist with a fantastic track record at Apple Retail, Vodafone, Orange, Costa and BMW. With a natural talent for building and maintaining healthy relationships with his customers David earned Apple $1million in his first year at a new store which he attributes to his ability to provide exceptional customer service and offer a customer focussed solution.

With a host of management & sales leader roles under his belt, including the coveted Apple Expert role, David has become an ambassador for facilitating workshops and training in sales relationship skills. David believes that his greatest achievement is mastering the art of selling through developing strong relationships and he thrives in teaching others to do the same.

Meet the team...Julia Francis is a Leadership & Development Specialist and Executive Coach with more than 15 years international, private and public sector experience, including IBM, GAME, M&S, O2 and Visa Europe. She has extensive experience in designing and delivering organisational development programmes including; performance management, leadership and professional development, culture change and engagement.

Julia has a proven track record in defining and leading talent strategies, delivering strategic and value add solutions to support business growth and diversification. Previous successes include initiating, leading and implementing major change programmes to enable the delivery of key business objectives. Julia is highly competent in building strong, influential relationships at all levels.

Mo Rye is an Organisational Psychotherapist and Coach with 24 years of active experience in Leadership Development at organisations such as Boots, Telefonica, Barclays and Virgin Media. As an international workshop leader and professional coach she has facilitated thousands of professionals at all levels from Board to front-line. She is known for not dodging the difficult stuff and maintaining long-term relationships. She gets alongside you quickly whilst retaining a keen eye on the organisational context and dynamics.

Before running her own consultancy, Mo was a senior manager leading a large work-force facing major culture change. It was here that she made understanding people and managing their performance at work her specialism. Recently she has focussed on developing the impact & authority of senior corporate leaders and consultants; facilitating emotional intelligence programmes for high-potential teams and running break-through sessions for leaders.

Gregory Lound has a growing reputation in the retail industry for consistent, exceptional sales via a strong, successful approach to customer service. With remarkable sales experience at organisations such as Apple Retail, BT Openzone and Stormfront Technologies, its not surprising that Greg won Sales Person of the Year award at one of Apple retails largest competitors.

As a motivating leader, Greg is driven to manage and train his team to build and maintain strong, meaningful relationships with customers so that impressive sales results become a by-product of those relationships.

He has combined his teaching background along with his success in sales to become one of our most down to earth, passionate trainers.

Olly Jeffers is a relationship specialist with a background in fixing damaged customer loyalty. His experience stems from working at Apple Retail as a Genius where he made a name for himself at managing a high volume of customers, dealing quickly with their technical problems whilst carefully rebuilding the broken relationship.

Olly has been key to the success of Apple Retails high customer satisfaction scores in the South East UK region. It’s this achievement, combined with his natural, warm ability to transform customer relationships, that makes Olly our perfect customer transformation trainer.

He is known for turning unhappy customers into advocates.

Are you ready for iBeacon?As you embrace the digital high street, do you truly understanding what ‘digital’ means to your stores, for your teams, and ultimately, for your customers?

The biggest digital impact currently changing the way retail sells in the US is iBeacon.

iBeacon technology is revolutionising the way customers connect with retail stores. It helps you better understand the way your customers shop, keep them informed of relevant offers in realtime, and gain their loyalty.

Our training framework perfectly fits with, and fully embraces iBeacon, along with all of your in-store technologies. We will ensure your brand, your teams, and your customers benefit from iBeacon, both with solution implementation and training.

we’ll connect you to your customers!

iBeacon™ is a registered Trademark of Apple Inc.

“Customer satisfaction is worthless. Customer loyalty is priceless.”

Jeffrey Gitomer, Author

getNeo limited

020 8659 9299

contactus@getneo.co.uk

www.getneo.co.uk