Training and coaching boost performance of sales staff at B&Q: Model makes its mark at do‐it‐yourself retailer

Abstract

Purpose

The purpose of this paper is to describe a Model of Excellence™ that has helped to improve the performance of sales staff at retailing giant B&Q, among other organizations.

Design/methodology/approach

The paper explains the background to the Model of Excellence™ and some of the results it has achieved.

Findings

There are three levels of influence of the Model of Excellence™ – explicit standards, consistency and sustainability. The paper reveals how the Continue & Begin™ fast‐coaching model for on‐the‐spot coaching of sales employees and their colleagues is being used by many of the world's leading automotive and retail operators to reinforce sales training.

Practical implications

The paper shows that the fast‐coaching approach is ideal for use when observing sales behaviors in situ as well as being a proven method for making the most of mystery‐shop video footage or telephone‐call recordings.

Originality/value

The paper highlights the importance of creating an explicit set of standards (the sales process) that people can relate to, that they believe could be achievable, that they can incorporate into their daily lives, and training sales staff to deliver them.

Citation

Drake‐Knight, N. (2012), "Training and coaching boost performance of sales staff at B&Q: Model makes its mark at do‐it‐yourself retailer", Human Resource Management International Digest, Vol. 20 No. 1, pp. 14-17. https://doi.org/10.1108/09670731211195918