This guide has been put together after we helped implement the new hire training programs of few of world’s leading retailers It provides an actionable plan for creating an effective new hire training program for retail associates. If you already have an existing new hire training program in place, this is an opportunity to compare it with our recommended plan

1. ©MindTickleInc.2013
Share This Document
The 10 Step Guide to
New Hire Training of Retail
Associates

2. ©MindTickleInc.2013
Share This Document
Why should you read further?
 This guide has been put together after we helped implement the
new hire training programs of few of world’s leading retailers
 It provides an actionable plan for creating an effective new hire
training program for retail associates
 If you already have an existing new hire training program in
place, this is an opportunity to compare it with our
recommended plan
2

3. ©MindTickleInc.2013
Share This Document
Foreword: Benefits of an effective new hire training program
Chapter 1: Alignment with business goals
Step 1: The company brand
Step 2: Vision, mission and values
Step 3: Roles and Responsibilities
Chapter 2: Basics of Sales & Customer Service
Step 4: Product knowledge
Step 5: Customer profile
Step 6: Customer service and selling techniques
Chapter 3: Store operations and processes
Step 7: Loss prevention
Step 8: Inventory Control
Step 9: Safety
Step 10: Visual Merchandising
3
Outline of the guide

4. ©MindTickleInc.2013
Share This Document
Benefits of an effective new hire training
program
• Improve employee performance and reduce churn
Studies have shown that retail employees who undergo comprehensive new hire
training are up to 50% more productive, and twice less likely to churn.
• Increase Revenue
Deloitte research[1] demonstrates that conversion rates increased by 9% when
customers were assisted by employees who possess a high degree of product
knowledge and demonstrate strong interpersonal skills.
• Reduce loss
Every year retail stores in the US lose more than $30B[2] (~2% of revenue) due
to theft and administrative errors. A significant amount of losses can be
prevented through training programs on store operations and loss prevention.
4

5. Align retail associates
with business goals
Chapter 1

6. ©MindTickleInc.2013
Share This Document
Retail associates are your most
important brand ambassadors: with
customers and with the community.
Introduce the new Associate to your
brand by giving them insight into the
personality and ethos of the Brand.
• Share your brand story, how you
started. Why are you here?
• Tell them what does your brand stand
for?
• Show them how does your brand look
likes
6
Chapter 1
Step 1: The company brand
A good brand foundation allows employees to demonstrate the brand in an inviting, relevant and
truthful manner every day in their job.

7. ©MindTickleInc.2013
Share This Document
Share your vision, mission and values to
align them with your company’s
goals.
• Share your vision, mission and values
• Show values in action with real life
examples
• Share company’s culture
7
Chapter 1
Step 2: Vision, mission and values
Every new hire should have a sense of what the company is trying to accomplish and how company
values work toward fulfilling the company mission.

8. ©MindTickleInc.2013
Share This Document
According to a Harvard study [3], teams
collaborate much better when each
employee’s role is clearly defined.
Without such clarity, team members are
likely to waste energy negotiating roles
or protecting turf.
• Clearly define the job responsibilities
• How can the Associates contribute?
• Why this particular role is important
for the company’s success?
• Do’s & Don’ts
8
Chapter 1
Step 3: Roles and responsibilities
Provide the Associates with a clear view into what is expected of them in their new role and how what they
do is very important for the success of the company

9. Basics of sales and
customer service
Chapter 2

10. ©MindTickleInc.2013
Share This Document
Today’s customers are increasingly
well informed and they have a much
higher expectation from the service they
receive in store.
• Educate store associates about core
products that you sell
• Inform them about related products
or services you offer that make the
initial purchase work better or keep
working
• How can they use technology to
serve customers better?
10
Chapter 2
Step 4: Product Knowledge
Store associates need to be able to not only match this high level of knowledge but also add to it and
provide additional value.

11. ©MindTickleInc.2013
Share This Document
Associates can provide a complete personalized
experience to customers if they have a clear
understanding of customer profile. This will not
only help in creating a great experience for your
customers but also ensure repeat purchases.
• Who is your customer ?
• What are his core needs ?
• Typical customer “journey” in your store
• How to Listen, connect and engage with
customer?
• How to provide exceptional customer service?
Chapter 2
Step 5: Describe your customer profile
11
The Sales Associate is the number one position responsible for delivering the brand promise and for
ensuring customer satisfaction, and it all starts by know the “customer” and his/her needs.

12. ©MindTickleInc.2013
Share This Document
Chapter 2
Step 6: Customer service and sales techniques
The ultimate goal is to equip the store
associates with the skills to close the
sales while providing a positive
customer experience.
• Identify and prioritize customers
• Assess customer needs
• Follow up with customers
• Overcome objections and respond to
questions
• Close and confirm sales
• Handle sales transactions
12
It’s the little things done well, and done all the time, by everyone in your organization that mean the
difference between constant struggle and the type of success that your retail business deserves.

13. In-store operations
and processes
Chapter 3

14. ©MindTickleInc.2013
Share This Document
Chapter 3
Step 7: Loss prevention
Ensure your entire staff is well trained in
inventory loss prevention and shrinkage.
• Understanding what is shrink and how can
it be prevented
• Alerting customers to the sales associate’s
presence
• Reporting stock shrinkage
• Monitoring floor merchandise
• Properly alerting other sales associates to
suspicious customers
14
Holiday season is by far the most costly time for shrinkage and training on proactive preventative loss
prevention measures can go a long way to making it a profitable and successful holiday season.

15. ©MindTickleInc.2013
Share This Document
Chapter 3
Step 8: Inventory Control
Create a training program to educate store
associates about the basics and importance
of inventory management
• What is meant by inventory control?
• The importance of maintaining accurate
inventory records.
• What to do when inventory arrives in
your store?
• The importance of inventory control
systems in maintaining customer satisfaction.
• How to locate merchandise for the customer?
15
Unavailability of merchandise, empty shelves leave a negative impression on the customers and they are
reluctant to visit the store in near future.

16. ©MindTickleInc.2013
Share This Document
Chapter 3
Step 9: Safety
By giving employees the tools they need, you
can make safety a priority and ensure the
safety of the employees and customers as
well as protect your stores from any
disasters due to human errors.
• Recognize common safety problems in
retail stores
• How to minimize unsafe conditions for
employees and customers?
• How to properly respond to and report
safety concerns?
• Procedures for dealing with common
emergencies
16
There is nothing more important than ensuring the safety of your customers and employees.

17. ©MindTickleInc.2013
Share This Document
Chapter 3
Step 10: Visual Merchandising
Visual merchandising is one of the key components
that can help to boost up your sales revenue.
Associates should get a basic training on
merchandising which should cover following
aspects:
• The importance of having organized and well-
maintained storage areas
• How to effectively arrange merchandise?
• How to maintain displays throughout the day?
• Why and when to replace displays?
• Recovery: get the store ready for next customer
17
Going the extra distance with your displays and merchandising can not only impact immediate sales, but
can also help you create a unique identity and ambiance that will contribute to building yourself a loyal
clientele.

18. ©MindTickleInc.2013
Share This Document
References
18
1. National Retail Security Survey 2011 by National Retail Federation
2. Changing face of Retail, Report by Deloitte
3. Harvard study on collaboration

19. Thank You !
We would love to hear from you
feedback@mindtickle.com
© MindTickle Inc. 2013, All rights reserved