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British multichannel men’s clothing retailer, Charles Tyrwhitt, were looking to enhance their retail selling skills for store colleagues, globally. They wanted to build on existing practices and design a new sales process that would help them to evolve and grow.
Charles Tyrwhitt’s aim has been the same since they started- to produce the finest menswear, with timeless style and no compromise on quality. Learning & Development Manager, Luke Mullen, spoke to us about how our bespoke commercial sales training programme helped to design and implement a new global sales process whilst equipping their global store colleagues with the skills for success.
As a service driven business, an effective and futureproof sales process was missing from our toolbox. With the current state of the retail market, we anticipate that in the next 2-3 years there will be a decline in footfall and as a result needed to elevate our instore selling model to support increased conversions and average order value.
It was important to us to find a training provider that could help upskill and shape our entire retail sales teams, globally. We wanted to empower our Store Managers and Assistant Store Managers by giving them the tools they need to be able upskill their teams both in the immediate term and in the future.
BMS Progress’ commitment and dedication to finding a solution that worked for us was admirable. The BMS Progress team fully immersed themselves into our business to allow a true understanding of our goals and reasoning behind the investment in training. As part of this, they conducted an in-depth discovery phase, including mystery shopper activities in our New York and London stores, which allowed them to create a comprehensive bespoke global training programme that understood and accounted for the market differences – US vs UK.
The support didn’t stop there. After fully immersing themselves in our business during the discovery phase, BMS progress worked with us to design a new sales process, and storyboarded ideas for digital e-learning assets. They were invaluable in developing the ‘train the trainer’ sessions with managers, enabling them to cascade the training down to their teams, helping to improve culture and give more accountability and responsibility to individuals. From consultation through design delivery, embedding, coaching and measurement, BMS Progress' solution and support has been fantastic.
Through conversations with our senior stakeholders who have direct engagement with the programme, it is immediately clear there’s a positive shift in selling and building the training into our strategy. BMS Progress have helped us to focus on results, driving us to measure KPIs and link back to the programme.
There is no doubt about it, the training BMS Progress has provided has been successful. There has been a lot of noise around the programme, from seeing an uplift in development desire, to employees vocally attributing their new skills to the programme, as well as seeing an increase in individuals' contribution to sales. The training has also allowed us to capitalise on productivity, with managers getting a lot of time back through their ability to now coach and delegate through the development of greater trust.
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