How Triple Retail Used Training Gamification to Educate Staff
Tash Postolovski
Mar 23, 2018
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A constant feature of retail environments is staff training. Procedures, promotions, product lines, and best practices are constantly shifting in response to changes in the industry. In many organizations, managers travel store-to-store to educate staff about upcoming changes and new products. To solve the challenges associated with doing this at scale, companies are increasingly offering training modules online.
According to managers, however, the biggest problem with simply offering online training modules is that staff may forget to complete online training if no incentive is offered for doing so. In addition, it's hard to verify that information from these training modules is being retained and translated into day-to-day knowledge on the sales floor.
Training gamification is a new, innovative, solution to this problem. Training gamification helps to turn training into a game where staff engage in friendly competition to demonstrate their acquired knowledge of new products, procedures, and promotions. Because staff actively enjoy participating in gamified training, training completion rates are higher, as is the level of retained knowledge. Most importantly, implementing gamified training is now easier than ever.
Triple Retail's Story
We spoke to Feroz Khan, Product Specialist at Triple Retail, which is the exclusive distributor of Under Armour products across Southeast Asia. One of the most important training needs at Triple Retail is disseminating knowledge about new product lines. Previously, Khan was traveling to multiple store locations to conduct training and product sessions with staff. "I had to be physically present for all sessions," he says. "The entire training process could be very tedious."
In an effort to streamline these onerous training processes, Triple Retail began using online training modules to train staff remotely. In order to ensure that staff retain knowledge gained via training they are quizzed through the Arcade platform. "These are done periodically, or when our retail team requires them," says Khan.
"I'm able to gauge staff performance immediately, as everything is already compiled into a report." Khan says he often uses these results to guide improvements in the training modules available to staff.
For Khan, the biggest benefit is being able to conduct quizzes and administer training modules without having to be physically present. "This means I'm able to be more engaged and involved with staff even without being physically present in Singapore. It also helps free up time for me to better optimise other training processes."
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To incentivize participation in training and quizzes, managers can award Tokens via the Arcade platform. Tokens are a virtual currency within the app which salespeople can use to purchase real-world rewards like gift cards, movie tickets, and electronics.
Performance across quizzes can also be compared among staff to encourage friendly competition. Customers can use the Arcade 'Games' system to offer unique one-off rewards to salespeople or teams who score highest on a training-related quiz. Training gamification leads to higher overall participation in training, as well as better retention of learnings.
If your organization is challenged by difficulty scaling training across stores, low participation in training, or low retention of learnings, here's 5 ways you can start to gamify the training that you offer to staff.
1. Conduct training online
Managers traveling from store-to-store can only scale so far. As the organization grows, it's imperative that more training is carried out online. Unlike store visits, online training modules can be sent to staff instantaneously. This means that knowledge can disseminate quickly across all your stores. This is particularly important when the knowledge is time-sensitive, such as knowledge related to a short-term promotion or sale.
2. Track participation and completion
As mentioned earlier, for all the challenges of online training, there are also some potential challenges. It's essential that you use a platform that allows you to track participation and completion of online training modules.
3. Quiz staff on key knowledge
Not all training participation is equal. While some salespeople may whizz through training very quickly, this doesn't guarantee that they've retained the necessary learnings or behavioural changes. Training must be paired with quizzes to test staff knowledge. To achieve this, you should use a platform which makes it easy to quickly create, distribute, and report on quizzes, like Arcade.
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4. Reward staff and encourage friendly competition
Staff who perform well on training quizzes should be recognized and rewarded for their engagement with training. This is the critical gamification element, and can be achieved by publicly recognizing staff, or rewarding staff with digital or physical rewards. Arcade makes it easy to implement both these elements of gamification.
5. Use quiz results to generate improvements to training modules
Easy-to-read reports on staff quiz results will help you to identify knowledge gaps that your training modules are not adequately covering. Poor scores on a particular question may indicate that the information in the provided training module is incomplete, or unclear. In essence, quizzes are part of a constant feedback cycle that enables you to improve your training modules and eliminate knowledge gaps.
By gamifying training you'll improve both the scalability and effectiveness of your training programs and help get the most out of your salespeople. Schedule a Demo of Arcade to learn more about how you can introduce training gamification in your organization.
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Tash Postolovski
Tash is part of the Content team at Arcade.