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Make every day-to-day interaction a little better.
Train employees to help customers find what they need, suggest relevant alternatives, handle complaints and close on a good note – even when the pace is high.
Train the situations that matter most for customers · See what has stuck · Follow how capability develops
A promotion question at checkout in the middle of the rush
- Role and background
- Regular customer with a bag of groceries, loyalty club member
- Primary need
- Understand why the discount wasn't applied at checkout
- Objections
- Feels the shelf label promised a different price
The customer’s opening line
”The price on the shelf was different – why is it more expensive at checkout?”
This is what a scenario looks like once it is configured. The employee meets the customer in a voice conversation and gets feedback afterwards.
Your decisive customer interactions.
The moments that shape the experience.
What a Journey can look like
A new promotion launches across the chain.
Introduce the promotion, review the terms, practice common customer questions and let employees try the recommendation in real life.
Along the way.
What the organization learns while the team trains.
The same Journey does three things at once: the employee gets better, scored activities show what has actually stuck, and read across many employees the results become evidence for what needs reinforcing next.
Develop the capability
Practice guiding customers, suggesting alternatives, handling complaints and closing on a good note.
Example: A regular customer questions the price at checkout in the middle of the rush.
See what has stuck
Assess knowledge of the assortment, promotions and processes, and the ability to help customers when the pace is high.
Example: Does the employee know the terms of the promotions running right now?
Understand what needs to improve
Capture recurring questions, situations where customers can't find what they're looking for, and the causes behind complaints.
Example: Where in the store do customers lose patience – and why?
The roles.
For the teams who meet the customer.
And for the leaders whose feedback, priorities and coaching determine how the team acts when the customer are standing in front of them.
Relevant features.
A Journey combines the interactions as needed – and Insights shows how capability develops:
Allergen training must always be based on the business's current, approved information and does not replace standard food safety procedures.
Book a demo.
Which customer interaction in grocery retail do you want to improve?
We'll show you how Popscale works. Think about what you need help with to improve your customer interactions – and we'll talk about how the platform can be used in your business.