Rolling out a long-term learning strategy to develop sales and client skills in the commercial department

Strategy over ad hoc requests

I was brought into the company to implement a long-term approach to developing the competencies of the commercial department

(MY ROLE)

• Develop sales&client-centred skills development approach for 230 beauty advisors in retail and wholesale (Russia&CIS)
• Bring in methods for practising (role-plays, field coaching, "doing instead of listening")
• Build a process of field coaching and follow-ups
• Develop a team of 5 directly reporting trainers to the point where they can independently design and deliver training programs tailored to specific requests

Learning became a sales booster

The practical approach drove sales of slow-moving products, increasing average transaction value and units per transaction

• 1st annual learning&loyalty programme for the commercial department was successfully launched & cascaded for CIS market
• Developed learning programs from scratch "Art of selling", "Art of relationships" and "Storytelling with clients"
• Implemented blended-learning format with gamifications, follow-ups and field coaching sessions
• Local training materials were transferred to the global level
• 85% of the participants completed the loyalty programme and rated it "the best experience of their whole time at the company"