Toys R Us presentation
- 1. Evaluation of the STAR 2.0 Training
- 2. Research Questions: 1. How are team members using STAR 2.0 (SUPER STAR SELLING) to engage guests? 2. What does the next level of STAR look like?
- 3. Methods: the instrument Telephone Survey •Mostly open-ended questions •Some Likert scale questions
- 4. Methods: the participants 46 Team Members 15 Managers When Received STAR Training
- 5. Data Collection 46 Team Member Surveys average survey time: about 10 minutes 15 Manager Surveys average survey time: about 15 minutes
- 6. Looked for themes, repetition, and patterns Data Analysis Correlated team member surveys with manager surveys
- 7. indings for Question 1: How is STAR being used? Has guest engagement improved as a result of STAR? 98% say, “Yes!” Does the guest engagement technique of team members result in increased sales? 98% say, “Yes!”
- 8. Does the Observation form provide team members the feedback they need to improve guest engagement? 77% of managers say, “Yes!” indings for Question 1: How is STAR being used? Does anything impede team members from using the STAR model to engage guests? 60% of team members say, “No.”
- 9. indings for Question 1: How is STAR being used? Do managers like STAR and use it to interact with their team members? 67% say, “Yes.”
- 10. indings for Question 1: How is STAR being used? Do team members remember ll the substeps on the Observation form? 80% of managers say, “No.” What is the biggest barrier to using STAR the way it should be used? Time constraints.
- 11. indings for Question 1: How is STAR being used? Do managers think there is room for improvement in STAR? 86% say, “Yes.”
- 12. indings for Question 2: Next Level of STAR •Video Recommendations •Coaching Recommendations •Additional Training Recommendations
- 13. STAR 3.0: Video Recommendations •Depict more realistic scenarios involving customers of different ages, needs, tempers, etc. •Create training for no-sales employees (service desk, cash register, etc.)... •Distinguish between Toys R Us and Babies R Us
- 14. STAR 3.0: Coaching Recommendations •Make more time for/emphasis on coaching and observations •Create simplified observation sheets and paperwork •Create different observation sheets for different positions in the store
- 15. STAR 3.0: Coaching Recommendations •Refresher courses for team members (i.e. supplemental videos on “two-minute selling” or “add-on selling”) •Refresher courses for managers (i.e. watch STAR Coach video with a training module) •Peer training activities (i.e. role-playing and peer reviews)
- 16. STAR 3.0: Additional Training Recommendations •Instruction on loss prevention and shoplifting •Provide additional product knowledge training (especially for Babies R Us) •Provide additional product knowledge training (especially for Babies R Us) •Implement a system of rewards or incentives for team members •Focus on quality feedback over a quantity of observations