Post by Francescamaria Isoardi

After nine months of hard work, at GrandVision we launched our Sales Process 2.0, an online training program of 33 modules designed for our front-line colleagues, developed by the GrandVision Academy. Find out more through the below recap of an internally published interview. A big thank you to Attila Alm Gábor Szilvási Urs Schaub Othilie PERRIN Francisco Alvarez Etxegarai Andreas Jacobsen Stefano Sandri for making this happen! Just recently the GrandVision Academy has launched Sales Process 2.0, an online and in-store training program designed for sales colleagues. Why? “Nowadays, customers have endless choices. The need to be customer-oriented is becoming more important than ever” says Francesca Isoardi, Global Retail L&D Manager.   “We are really excited that this new collection of modules is now finally live and launched in all our stores  across the globe!   Can you tell us a bit more on the need for a new sales process training? Aren’t store employees customer centric enough?" They for sure are. But the market is changing, customers and their attitudes are changing, and we need to be ready to easily adapt to any of these changes which are often unpredictable. The new sales process is the tool to guarantee a unified, consistent, and clear training program. We developed concrete and accessible paths within the scope of the modules to be flexible in handling different situations.  "What are the main changes in customer attitudes you are referring to?" Well, customers today are much more sceptical and yet better informed. They no longer want to buy what we think is right for them. Front-line colleagues need to be ready to adapt to how the customers present themselves in the store, to how they ask for information, even when they don’t have a clear idea of what they want. The likelihood that they will buy something depends on a many of factors.   Also, customers want to make decisions for themselves and be sure of their choices. Many customers are on-line shoppers, who either before or after check the web of  what they have tried on in-store, then they go on with their search and purchase online. Of course, these are all potential customers that we want to retain.   "So, the new Sales Process captures these developments?" Correct! The new training courses are all about embodying a more customer-centric strategy and creating long-lasting relationships with our customers and turn them into fans!     About the training, how does it look like? It is an online&in-store training program that captures a sales process which integrates all categories, includes omnichannel touchpoints and, focuses on assessing needs, leading to an ethical offer. This unique sales process provides our colleagues with both the best experience and best solutions (both in terms of quality and price) for our customers. And of course, its aim is to increase sales as well. #customerexperience #sales #salesmanagement #salestraining #coaching #performance #retail