Team A: Communication: Sales Clerks at Kohl’s Department Store

Team A: Communication: Sales Clerks at Kohl’s Department Store

  • Sales clerks at Kohl’s work with customers in a face-to-face setting. A needs assessment has revealed two critical issues:
    1. Customers are not satisfied with the length of time they have to wait for a clerk to acknowledge them.
    2. Clerks have a hard time controlling their emotions when dealing with irate customers.
  • Your objective is to ensure the sales clerks know how to greet customers. If busy, they need to know the importance of letting a customer know they will be right with them. Help them understand how to manage their emotions. Include tips on how to handle irate customers.

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Latoya Bechet: research expected outcomes

 

  • Expected outcomes (at least two)
    • What are participants expected to learn or to do as a result of the training?