Thorntons Retail Customer Experience Programme



As Customer Experience retail experts, we know that the combination of individual and team retail sales coaching delivers compelling results. We saw this earlier in the year when we achieved a 7% uplift in sales at the Thorntons’ stores where we delivered our renowned sales coaching programme.

Our team of CX trainers and coaches worked with Thorntons’ store managers and retail assistants across the UK to improve the Customer Experience in Stores, by focusing on changing behaviours and language.

Retail Sales Coaching Programme

The initial One Day Workshop with the Store Managers was followed up with two days spent in each Store observing the team on a one-to-one basis, while giving ‘in the moment feedback’ and coaching.

By focusing on rapport and trust building, understanding and meeting customer needs, overcoming objections and closing in a supportive way, sales results improved immediately.  In the five weeks of coaching, an additional £95,000 was generated across the six stores.*

If you would like to find out how we can help improve sales and Customer Experience get in touch we would love to hear from you. Alternatively, you can find out further information of our popular one day workshop here.

*This was calculated by measuring ATV and conversion against a control set of Stores

Steve Dudley