5 PERFORMANCE DRIVER: Training Hours
The Training Hours Performance Driver reflects how much time you invest in training and developing your team.
An average of 10 training hours or more
An average of 15 training hours or more
Pinnacle Target
Platinum Target
Why are Training Hours important? Giving our customer-facing associates the training they need to be successful is a fundamental component of our vision to be the best, most helpful hardware stores on the planet.
Proper training also provides a path to increased sales. Stores that train more, sell more.
$ 37.50
Customers who receive assistance spend 56% more (over $13) per transaction.
$ 24.09
Average Ticket Customer Assisted vs Not Assisted
Not Assisted
Assisted
Ace Customer Engagement Data n=259,108
Additional Training Benefits: • A trained, knowledgeable and confident associate becomes someone who solves problems, anticipates needs and makes recommendations for customers to get everything they need in one trip. • Training improves associate retention. 20% of turnover happens in the first 45 days, BUT 69% of associates are likely to stay for three years or more when their onboarding experience is great. *
* Source: O.C. Tanner.An Onboarding Checklist for Success: 6 Engagement Strategies for the First Year. https://www.octanner.com/insights/articles/2018/9/14/an_onboarding_checkl.html
20
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