Enhancing In-Store Sales Capabilities Through Customer Service Training

「In addition to developing magazine tie-in promotions and strengthening sales of priority products, we worked to enhance sales capabilities by implementing training initiatives to improve customer service.」

「To expand store sales, we advanced the reorganisation of staffing structures, including strengthening staffing on Saturdays, Sundays and public holidays, when the sales index is high, and reviewing staff allocations at large stores. However, the impact was limited at some stores because of staff shortages. We will raise hiring rates, strengthen recruitment methods such as employee referrals, and continue reorganising staffing structures.」

「As part of the recovery of store sales through reforms to selling methods and sales floors, we strengthened full-price sales centred on the tie-up products described above, expanded return-visit coupons, increased sales-floor space and displayed inventory, and strengthened customer service, thereby working to improve sales efficiency.」

「Following the expansion of return-visit coupons and the introduction of two-tier fixtures, we launched an in-store sales training programme to strengthen sales through customer service.」

「Following the expansion of return-visit coupons and the introduction of two-tier fixtures, we made strengthening sales through customer service a priority. In addition to the existing dedicated trainers, we sought to increase staffing by appointing 6 store managers as both store managers and customer-service sales trainers. From November, we launched a system under which staff from nearby stores could receive education and training at each trainer store.」

「By developing fashion advisors, expanding and narrowing product categories in line with store locations, and investing in store fixtures and lighting, existing-store sales at stores undergoing revitalisation were strong in the second half, reaching 127.4%.」

「In sales, although there are differences between stores in customer service, a strength of physical stores, sales at the relevant stores have begun to recover as a result of developing fashion advisors, increasing store staffing and focusing on training junior store managers. In the fourth quarter, we will continue to focus on developing fashion advisors capable of providing high-quality customer service by appropriately allocating store staff and strengthening on-the-job training.」

「In sales, although there are differences between stores in the development of fashion advisors, which is a strength of physical stores in terms of customer service, stores that have increased staffing and made progress in developing fashion advisors have performed well. We will continue to strengthen on-the-job training and focus on developing fashion advisors capable of providing high-quality customer service.」

「On the sales front, we are strengthening recruitment at each store and gradually increasing staff numbers to provide more time for customer service. In training, we are developing sales staff capable of serving customers by making greater use of e-learning and strengthening on-the-job training, with the aim of providing high-quality customer service.」

「In store operations, we will review the product supply structure and reduce store work, while strengthening customer-service training to establish service standards suited to each brand, with the aim of further improving service levels.」

「④ Improving store sales capabilities through customer-service training. We will continue to strengthen customer-service role-playing competitions and customer-service training, which we have pursued to enhance frontline capabilities. In particular, we will provide brand-specific training to improve skills such as visual merchandising and gift sales, customer-service and hospitality training centered on younger employees, and e-learning that expands from customer-service training covering the process from initial approach through closing to management training, with the aim of improving store sales capabilities.」