Our retail philosophy
We inspire your retail teams to connect with your customers through brilliant conversations – we know what works, and what doesn’t.
Creating a seamless experience in a limited time for a customer you don’t know, from initial acknowledgement through to purchasing, takes skill.
We help our clients with a proven approach for developing sales skills in retail environments.
We’ve used insights from thousands of customer interactions across different retailers to develop our Customer Conversation Model™.
Using the model, we determine what brilliant customer sales through service conversations should sound and feel like.
We will work with you to break existing habits and empower your people to think and act in a new customer-focused way.
We help you deliver conversations based on an understanding of your customer’s behaviours and preferences.
Whether you want to increase revenue, conversion rates, basket size or ATV, our team will deliver a high-impact programme tailored to your needs and aligned to your service aspirations (NPS, Loyalty or CSAT).
Creating memorable store experiences
We start by understanding your customers and what they want to experience when they visit you. Understanding and meeting these expectations and needs – online or in store – is the foundation for both a great customer experience and for driving your sales. We define ‘what great looks like’ for your brand and your customers at each touchpoint and at each stage of their buying process.
Once we’ve defined ‘what great looks like’ we agree with you’re a programme of training interventions that will give your store managers and their teams the skills to interact with customers in the best way, throughout their purchasing experience.
Working with Imparta was a pleasure.They spent so much time really understanding what we were trying to achieve and we worked together to create a programme that was unique and specific to our needs. The feedback was excellent and the facilitators were first class.
National lounge manager, Virgin Money
Our approach – Retail Framework
Once we’ve understood your customers and what they want from an interaction with your brand, we will train and develop store staff and managers to interact with customers in the appropriate manner at each stage of the buying journey.
A natural way of inviting the customer in and engaging as appropriate
Get to know the customer, understand what they want and like and help in the right way
Get to know the customer on a deeper level, inspire them to try something new or different, help them to select what they need, reassure them as they make their choices
Make it easy for me
Eliminate barriers to purchase, make the customer feel valued, say thank you and inspire the customer to stay connected via whatever channel suits them best
Helping you overcome your everyday challenges
How we help
Who we work with
The Sales through Service curriculum provides skills and development training for all service roles where teams are expected to sell to customers as well as provide brilliant service. From the fundamentals of sales and service to the management and leadership of sales and service teams, all the programmes are tailored to your context, industry and objectives.
The Service curriculum provides the foundation for the development of the skills needed to deliver consistently brilliant conversations that make your customers smile – whether they take place face to face or using digital channels.