5 Important Areas for Employee Training and Development to Ensure Successful Retail Operations

As the retail landscape in the Philippines evolves, the surge of digital payment methods and the escalating expectations of consumers are undeniable. A market once dominated by cash transactions is now leaning towards a digital-first future that reflects modern customers’ increasing technological literacy. At many modern retail establishments, it’s now common to see the traditional cash register operating alongside a modern card swipe machine or other similar digital payment device.

This shift necessitates a strategic reinvention of the retail workforce in addition to the adoption of innovative payment solutions. To truly thrive, retail businesses must ensure that their employees are adept at leveraging modern technologies, whether they’re working a POS device with a credit card terminal, a dedicated digital app, or some other solution. Effective employee training and development create a workforce that’s both technically proficient and skilled in using these tools to enhance customer satisfaction and drive sales.

Let’s take a quick look at some effective strategies for training top-tier retail employees:

Technology Utilization

Retail operations are at a pivotal moment of transformation, and at the heart of this change is technological innovation. Training employees to adeptly use modern payment systems such as e-wallet and card machines is critical for enhancing efficiency and providing a superior customer experience. The benefits of such training are multifaceted: it enables quicker service, bolsters security, and offers customers the flexibility of multiple payment options in a single e-wallet and credit card POS. This is particularly pertinent in the Philippines, where a diverse consumer base is rapidly embracing digital payments.

For many businesses based in the Philippines, Maya Terminal by Maya Business has emerged as the e-wallet and card payment machine of choice, and for good reason. Maya Terminal now caters to all forms of digital payment currently available in the Philippines, including e-wallets, QR codes, and debit and credit cards. Training employees on the effective use of this e-wallet and card terminal means they can process payments securely, minimizing any errors and eliminating the risk of fraud.

To effectively train retail staff in these technologies, retail organizations can adopt a hands-on approach in which employees can work directly with their store’s POS device or credit card machine and any other technology located at the point of sale. This approach might involve interactive tutorials that simulate typical customer transactions or role-playing exercises to practice navigating challenging payment scenarios, thereby enhancing problem-solving skills under pressure. Managers should also hold regular training sessions following software updates or new feature releases to ensure that the staff's knowledge remains current.

Comprehensive Onboarding for New Hires

The onboarding process for new hires is a critical phase that sets the tone for an employee’s journey with a retail business. Comprehensive onboarding imparts essential knowledge about company policies, store procedures, and job responsibilities, and it also properly integrates new hires into the company culture and team dynamics.

Effective onboarding should involve a blend of instructional and experiential learning. New employees benefit from understanding the company's history, mission, vision, and values, as well as the specifics of their role within the organization. However, it’s through hands-on experience on the shop floor, shadowing seasoned colleagues, and engaging with the products that they truly begin to understand their new environment. As new hires begin performing the tasks that will soon make up their day-to-day routines, such as operating the credit card swipe machine or restocking store shelves, they’ll soon grow in both productivity and confidence.

Product Knowledge Training

For a retail operation, the caliber of a sales associate's product knowledge can make all the difference when it comes to customer engagement and sales success. It's crucial for employees to have more than a cursory understanding of the items on the shelves; they need to possess a deep grasp of what these products do, articulate their features and benefits compellingly, and understand their place within the customer's lifestyle.

Effective product knowledge training programs focus on providing detailed information on the products, including specifications, ideal use cases, and maintenance. This knowledge enables staff to respond to customer inquiries accurately. It’s also worthwhile to train staff on conveying the product's value and how to personalize discussions to align with the customer's specific needs.

Utilizing engaging training techniques, such as interactive product demos and role-play scenarios, helps reinforce this knowledge and builds confidence in the sales team. Regular refreshers on new stock ensure that employees are as informed about new offerings as they are about staple items. By empowering employees with in-depth insight into the products and services they’re meant to sell, retailers can distinguish their business as a trustworthy expert in a competitive landscape.

Sales Techniques Workshops

Effective sales associates must know how to convert customer interactions into transactions, and dedicated sales workshops provide a dedicated arena in which to learn and hone this skill. These sessions equip staff with an arsenal of strategies, from initiating warm, welcoming conversations to effectively closing a sale. They also provide a safe space for employees to hone their skills in engaging customers and navigating through the sales process. In particular, workshops are the ideal context in which employees can practice upselling and cross-selling by simulating a variety of customer interactions, from those that take place on the sales floor to those conducted at the card terminal machine.

The workshops should also delve into the nuances of reading customer cues and adapting sales pitches accordingly. This adaptive selling is vital in a marketplace where customers' needs and levels of purchase readiness can vary significantly. When employees practice these skills in a supportive, educational setting, they can confidently apply them in-store, which, in turn, can lead to a more satisfying shopping experience for customers and better sales outcomes for the store.

Soft Skills Development

Beyond the mechanics of sales, the soft skills of retail employees significantly influence customer loyalty and brand reputation. Training programs that focus on improving communication and empathy pave the way for more meaningful customer interactions. They help employees not just to sell but to connect, empathize, and resolve issues with a level of finesse and understanding that customers appreciate.

For instance, enhancing employees' communication skills leads to clearer and more courteous customer interactions. Training in emotional intelligence allows staff members to connect with customers on a more personal level by recognizing and responding to their emotional states. Such training, especially when combined with real-life scenarios and interactive elements, helps employees embody the warm, hospitable nature that Filipino service is known for.

Maximize Your Team’s True Potential with Help from Maya Business

For businesses that invest in Maya Terminal, card and digital payments are more secure and efficient than ever—but the benefits of working with Maya Business don’t stop there. Setting up a Maya Business Manager account can grant you access to even more cutting-edge tools and special offers that can take you and your team to the top of the local retail industry.

Opening an account with us gives you the chance to unlock the benefits of the Maya 1-2-3 Grow bundle. This special offer lets you enjoy a (merchant discount rate) MDR discount of 1% on all QR Ph payments for 3 months upon onboarding. This translates to PHP 14,600 in savings for every PHP 1 million worth of QR Ph sales. By availing yourself of the bundle, you can also take advantage of the benefits of using Maya Business Deposit as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, signing up qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months. This grants you an additional funding source to utilize for employee training and other initiatives to elevate operations at your store. Just use Maya as your primary processor for all wallet and card payments. The more you use Maya, the better the loan offer. Apply for a Maya Business Manager account now and you’ll immediately enjoy the benefits of Maya’s 1-2-3 Grow bundle.