How it works

After two site visits to 9 branches, weaknesses in sales performance and product knowledge were flagged. After further staff training and a subsequent revisit, things have improved  dramatically. Counter sales were up 12% in the following quarter.

Overall good performance, but let down by a lack of product knowledge and incorrect recommendation. The Sales Director has implemented compulsory online training courses for the staff. Average invoice value was 8% up on the previous quarter.

After a video audit - the staff were shown to have a really poor attitude to the company and to customers. These failings have been addressed with further training and regular staff product updates. We will regularly auditing every 2 months to get the sales up to pre-covid levels. 

Overall the feedback has been really positive, with marginal need for improvement. The staff are aware of the regular mystery shops so are working on their sales performance and promoting offers. 

Due to a high turnover of staff, the company have tasked the Managers to help out on the trade counters to ensure that the staff are 'up to speed' with product knowledge and sales opportunities. Without our audit, sales would have continued to fall and customers lost as the Managers were mostly away from the counters.

As an multi-branch independent Tool Sales company - keeping profitable is a hard task, so cross-selling accessories and clothing is essential. We audited the branches checked that they were recommending ancillary items and  also asking for Google Reviews and handing out a QR coded card to each customer.