We offer a variety of training services for retail staff. Whether this is to support a product launch or to brush up on product features and sales skills, we will build a tailored training package which can be delivered in classroom group sessions or one-to-one on the shop floor.
Provide us with the brief and we’ll identify staff with the appropriate skills and knowledge, and following a train-the-trainer session, we’ll make all the necessary arrangements to go and train the customer-facing staff.
Regulatory training and compliance support
ODM are fully authorised by the FCA (including full authorisation for Credit Broking) and with our extensive experience of executing face-to-face consumer finance acquisition campaigns, we are well placed to assist retailers who offer store cards, credit cards or point of sale finance. We can help mitigate retailers’ risk of unenforceable agreements or mis-selling by writing and delivering specialist compliance training for customer-facing colleagues.
‘Selling’ credit may not be their primary role, but with recent changes to protect the customer, retailers have a responsibility to their customers to get it right.
We understand the challenges and can build an engaging training programme to cover:
- Regulatory environment
- Treating Customers Fairly
- Process compliance
- Scenario role play
Typically, each training course finishes with a short competency assessment of scenario-based questions.
This will give your team the confidence and knowledge around what they can, and more importantly what they cannot say to the customer.
We also provide ongoing independent monitoring through store visits, where we can conduct regulatory observations or mystery shops and provide remedial training or coaching if required.