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The development processes have included the following objectives:

• Improving customer service and sales mentality in the store network with the approach of “we help the customer buy.”
• Designing sales models and providing training, supporting changes in the seller’s approach.
• Enhancing customer interactions based on customer segments and personas.
• Improving sales capabilities of expert consultants.
• Enhancing service experience through improved customer understanding and changes in operational models.
• Developing internal customer service.
• Cultivating a feedback culture in stores.
• Developing solution sales processes in collaboration with sales personnel.

Key development themes addressed in the processes include:

• Listening and identifying customer needs.
• Proactivity and suggestion.
• Systematic approach and sales routines.
• Attitude makes a difference.
• Emotional impact in service situations.
• Setting oneself apart from competitors and gaining a competitive advantage.
• Practical implementation of the NOVA sales model.
• Handling challenging customers.
• Multichannel approaches.

The journey of sales or service transformation may consist of the following stages:

• Collaborative planning.
• Kick-off workshop.
• Small group support.
• Milestones in the change process.
• Results workshop.