Currys PC World
We supported Currys PC World to upskill their sales team to deliver a world-class retail customer experience.
Currys PC World depends on knowledgeable staff. But as is the case in many retail environments, there is relatively high staff turnover in stores and each time someone leaves, valuable expertise is lost. We replaced outdated and ineffective elearning and classroom-based sales training with an innovative, gamified social learning solution to improve sales and ensure best practice techniques were shared between colleagues.
Outcomes and results
Currys PC World saw an increase in profitability and employee engagement with their sales performance programme as a result of our pilot and social learning platform implementation.
What we did
We set out to increase sales by capturing the top salespeople's product pitches on video, then we shared them with colleagues.
Improved sales of targeted product lines.
400 salespeople across 4 stores volunteered for pilot.
Profitability increased by 31% during peak Christmas retail season.
The next step was to incentivise the staff to volunteer. We harnessed their natural competitiveness by creating an initial set of videos with one of the presenters from the “Gadget Show” for a selection of targeted products.
We then challenged the entire workforce to see if they could do better and create a video demonstrating their product pitch. To incentivise engagement, the top ten submissions would each win the featured product.
We implemented a social learning platform to allow the staff to upload, share, comment on and “like” the content - much like on YouTube. This approach was highly suited to the young and tech-savvy audience of retail salespeople.
Pitch success was measured using "view" and "like" metrics, and a panel of judges made the final decision on submissions that made the top ten list.