CASE STUDY 1

Employee Testing for Major High Street and Retail Park Electrical Retailers.

Working in partnership with our client, one of the leading European specialist retailers of consumer electronics, Service Scan developed an extensive bank of questions to test retail sales employees at various stages during their development in the company. The questions assess the skills and knowledge of employees in areas such as Product Knowledge, Customer Service, Health and Safety, Security Considerations and Sales Techniques.

More recently the requirement has expanded to include key compliance issues relating to the sales of Service Agreements (this methodology has been endorsed by a major insurance underwriter) and Payment Protection Insurance Schemes to meet with the requirement of the FSA.

Over 40,000 telephone-based tests have been carried out by Service Scan over the past year.
Reports are submitted by chain, store and region. These not only act as a record of the training, but also give invaluable information in respect of high performers and areas where improvements are required. This adds significant value to our clients overall aim of providing unrivalled value to their customers through the range and quality of their products, their competitive prices and their high standards of service.