The Challenge
![](https://kaizen.com/wp-content/uploads/2022/09/sales_new_before3.png)
![](https://kaizen.com/wp-content/uploads/2022/09/sales_new_before4.png)
Problem
• Customers wait long periods of time before they are approached by a salesman (ex: a collection of products in the warehouse)
• Customers are “left alone” in the store during logistics processes
• Excessive time to find products requested
Root Causes
• Salespeople do not proactively approach the potential customers in the store
• The selling acting guide is not strictly followed, resulting in several different approaches
• Many inventory items are not labeled or labeled with poor visual management
• High volume product returns to the warehouse due to overstocking of the stores
The Solution
![New Service Model](https://kaizen.com/app/images/pt/solutions/Case%20Studies/sales_new_after1.png)
New Service Model 2.0
• Standardisation of Sales guide and Team Captain responsibilities
• Optimisation of logistic processes to ensure customers are always accompanied and that the products are easily found
• Design of in-store customer flows that provide the best overall experience
The Results
The new service model contributed to an increase in sales and margin of 5%.
![](https://kaizen.com/wp-content/uploads/2023/03/sales_new_graph21.png)
Mystery Shopper score (%)
The score of the mystery shopper audit increased by 30%.
![](https://kaizen.com/wp-content/uploads/2023/03/productivity_benefit1.png)
Productivity
As a result of process improvements, there was a productivity increase of 43%.
![](https://kaizen.com/wp-content/uploads/2023/03/sales_new_graph41.png)
Conversion rate (%)
The conversion rate improved by 10%.
#retail #operations #marketing and sales
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