A ‘skills shake-up’ Is Key to Unlocking the High Street

Retail needs a ‘skills shake-up’ to bounce back from the current crisis.

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Retail needs a skills shake-up to bounce back from the current crisis. Based on expert trends and predictions, Questionmark, online assessment provider, is advising retailers to test whether workers have the right skills and to identify any training needs

Experts believe the impact of the coronavirus will mean retail will change forever. Nevertheless, many believe that the demand for a physical shopping experience will not disappear.

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Based on expert trends and predictions, Questionmark, the online assessment provider, is advising retailers to test whether workers have the right skills, and to identify any training needs, to:

• Protect the public – surveys in both the USA and UK indicate a high reluctance among consumers to return to non-essential shopping.^4 5 Retailers must demonstrate that staff understand how to manage social distancing measures.

• Utilize new technologies – countless consumers have tried or got used to online shopping for the first time.⁶ They have experimented with new payment methods.⁷ Experts predict that seamlessly integrating physical retail and e-commerce will be key to survival.⁸ Employers must ensure that staff have the skill to operate relevant technologies.

• Build loyalty and demonstrate product knowledge – as online shopping continues to increase, the in-store sales experience will become less about quick transactions. Retailers should focus on building loyalty to brands and product ranges.⁹ Staff will need to demonstrate a customer service focus with high product knowledge or the aptitude to acquire those skills.

Through testing and assessment of the workforce, employers get the fair, valid and defensible information they need to make effective decisions. They can identify where training is needed, and what type. Employers can make better decisions on recruitment, promotions and internal transfers.

Lars Pedersen, CEO of Questionmark said: “Retailers recognize the need to radically evolve their offer. They must be confident that their staff have what it takes to adjust. Assessments with Questionmark will give employers confidence that their team is up to the task.”

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