Opportunity Statement:

The company saw the importance of changing its sales culture to coaching methods. A coaching culture would lead to increased sales, improved customer satisfaction, and a more empowered and motivated sales team. With over 650 sales managers across the globe, the culture change needed to be launched simultaneously and tailored to the specific needs of each market. This would require training branch managers and sales managers in coaching, providing them with the resources they need, and creating a culture of support and accountability.

Approach:

• Discovery: We interviewed sales managers to gain sales managers needs insight and we visited Tory Burch branches to understand customers journey and experiences. We then shared the insight with the Human Resources department  to identify learning objectives for the desired sales culture change, focusing on a coaching approach to selling.
• Design: We designed the tailored program consisting of two coaching modules, with in-between program assignments and practices, over a four-week period. The training materials were translated into 7 local languages. ‍
• Delivery: We delivered 42 training modules across the globe in seven local languages through our global network of facilitators. This delivery helped enhance local comprehension and we also tailored examples to local markets.

Impact:

• Trainings materials and delivery in 7 local languages  (English, German, French, Italian, Japanese, Cantonese, Mandarin)
• CSAT: Average 93%
• Confidence increase: +12%
• Coverage: 650+ branch managers and sales managers