As a complement to our ‘Reality of the Customer Experience’ session, we take a similar behind-the-scenes look at what’s happening in your stores – from the employee perspective. As sales were happening, our reps were there: shadowing, watching and asking lots of questions. Why aren’t certain employees offering handset insurance or phone trade-in? What information do employees still need and want? Are they pushing certain products over others and if so, why? On the flip side, what are the outstanding sales reps doing? We’ve interviewed them and asked them what motivates them and what sales techniques work best. At the end of the day, employees’ success is your success. This session will take you to the core of their success.

1. Reality of the
Employee Experience
James Ingold & Megan Slinn

2. Nick’s story
Sorry buddy

3. Spoiler alert!
He didn’t

6. And then…

8. The moral of this story

10. What We Did
o
o
o
o
Store shadowing
Talk to store staff and managers
Track down those who are innovating
Pay special attention to what we hear day-to-day

11. The Reality of…
o
o
o
o
Infrastructure
Innovation
Motivation
Training

12. Are you making your
employees better?
Earvin Johnson wants to know

13. Infrastructure

14. How it should be
o
o
o
o
Everything works all the time, always
Policies are up to date
Hardware is new
Issues are efficiently communicated and fixed

15. The Reality of Infrastructure
…That’s just
the way it is.

17. The Reality of Infrastructure
It’s always awkward when a
parent has a screaming kid,
we’re almost done, but I
need to wait while the
printer heats up.

19. The Reality of Infrastructure
Can I help
you?
No.

20. Were you
looking for
iPhone 5
cases?
Actually, 4s.

21. Oh! Those cases
are in the back
room.

23. Shoppers will notice
and ask about
accessories in related
items that I may not
otherwise suggest.
-Actual Employee

24. The Effect of Infrastructure
29%
of employees feel senior
management doesn’t care
about their well being
Source: BI Worldwide Survey, 2013

25. What you can do: Infrastructure
o Review your technology replacement policy
o Have a stream in IT support for reporting
technology inefficiencies
o Analyze end-to-end sales/checkout times
o Consider virtual inventory systems

26. Innovation

27. How it should be
o Check out times are fast
o Employees understand their workflows
o Innovative new ideas are being generated instore

28. The Reality of Innovation
Counting SIM
Cards takes
sooooo long.

31. The Reality of Innovation
I love sticky
notes!

41. The Reality of Innovation
Finding epins in
RQ takes too
long

43. The Effect of Innovation
1%
increase in
employee
engagement
9%
monthly sales
increase
Source: BI Worldwide, 2013

44. What you can do: Innovation
o Use bulletins to regularly share best practice tips
o Create a discussion portal for employees to
share their workflow innovations
o Promote good ideas and correct missteps gently
o Make sure employees know why something
must be done the way it is

45. Motivation

46. How it should be
o
o
o
o
Employees love coming to work everyday
Employees know they are valued
Goals are achievable for all locations
Everyone is striving to be the best they can be

47. The Reality of Motivation
“We live 35 miles away
but will drive to
Greenville to get answers
to our questions from
Jordan” -Actual Customer

48. Hanging in the break room

49. The Reality of Motivation

50. The Reality of Motivation

51. …It’s easy for
someone in
Chicago but very
difficult where it’s
slow here.
-Actual Employee
*Locations changed for anonymity

52. The Reality of Motivation
Why I should
try to sell this
product?

53. The Reality of Motivation
…That’s something I
think is really cool
about our company.
-Actual Employee

54. What makes a
good salesperson?
o Responses:
• Personable
• Friendly
• Knowledgeable

55. The Reality of Motivation
One elderly woman came
in with a phone she had
for two years and she
wanted to learn how to
answer it. It felt good to
make a difference for her.
-Actual Employee

56. Say, Stay, Strive Motivation
The Effect of
54%
lower turnover
Source: Best Small and Medium Employers Canada

57. Say, Stay, Strive Motivation
The Effect of
Up to 80%
of customer satisfaction
is affected by employee
attitudes
Source: NBRI, 2013

58. The Effect of Motivation
Our company is
youthful, fun, and
there are great benefits!
-Actual Employee

59. What can you do: Motivation
o Acknowledge successes
o Review your sales incentive standards
o Highlight opportunities for advancement for
those who display leadership in your company
o Leverage personal interests and motivations

60. Training

61. How it should be
o Onboarding happens quickly and effectively
o Employees feel prepared to handle whatever
comes their way
o Employees don’t get overwhelmed when they
hit the sales floor

62. The Reality of Training

63. The Reality of Training
Shadows happen
quickly here
because there are
so many shoppers…

64. The Reality of Training
…but it’s hard to give new
employees enough attention.
We get a lot of mistakes in
the system I have to fix later.
- Actual Employee

66. The Reality of Training
I wish there was a
report that showed
me where my ESN’s
went….

68. The Reality of Training
Our DM’s made a huge
impact in creating a
more positive
environment.

69. The Reality of Training
I just didn’t know
how much there is to
learn
- Actual employee

70. XQ Browse for iPad

71. The Reality of Training
The best sales
technique I have is to
show the accessory
on the phone.

72. Encourage creativity
o Show gross profit on invoices
o Let sales associates see costs in
inventory
o Open lines of communication for
merchandizing or inventory ideas

73. The Effect
o Fewer mistakes
o Faster customer service
o Less time training

74. What can you do: Training
o Training Programs

75. What can you do: Training
o Training Programs
o RQ Tools

76. What can you do: Training
o Training Programs
o RQ Tools

77. What can you do: Training
o Training Programs
o RQ Tools

78. What can you do: Training
o Training Programs
o RQ Tools
o iQmetrix Campus

80. What can you do: Training
o
o
o
o
Training Programs
RQ Tools
iQmetrix Campus
Daily Huddles

81. What can you do: Training
o
o
o
o
o
Training Programs
RQ Tools
iQmetrix Campus
Daily Huddles
Internal Communication

82. What can you do: Training
o
o
o
o
o
o
o
Training Programs
RQ Tools
iQmetrix Campus
Daily Huddles
Internal Communication
Coaching Opportunities
Vendor Offered Training

83. What We Did
o
o
o
o
Store shadowing
Talk to store staff and managers – a lot
Track down those who are innovating
Pay special attention to what we hear day-today

84. The Reality of…
o
o
o
o
Infrastructure
Innovation
Motivation
Training

85. The Effect
10.3%
higher annual growth
from companies with high employee engagement
Source: Hewitt, 2011

86. What We Did What you can do
o
o
o
o
Store shadowing
Talk to store staff and managers – a lot
Track down those who are innovating
Pay special attention to what you hear day-today

87. © 2013 iQmetrix. All right reserved. iQmetrix, the iQmetrix logo, RQ4 and other trademarks, service marks, and
designs referenced in this material are the exclusive property of iQmetrix Software Development Corp. and/or its subsidiaries.