case study one – Scan as you Shop

Supporting the Introduction and Rollout of the  ‘Scan as you Shop’ service in Tesco

The Start

Tesco were introducing a brand new, innovative service into their stores  –  Scan as you Shop.  This service allows their loyal Clubcard customers to use a handset to scan items whilst they are shopping, and pack as they go along.  The customers then go to a dedicated Scan as you Shop payment area to pay for their shopping.

Tesco needed a training partner who could bring their expertise in training and self service solutions, to help them introduce and land this service correctly in their stores.

The Objective

To design and deliver an effective training course to support the introduction of Scan as you Shop, into Tesco stores.  We were also tasked in producing training material which would enable business as usual training to be carried out, after the initial launch.

What We Did

Two’s Company Training designed a face to face course which was a mixture of classroom trainer led training, involving demonstrations on Scan as you Shop, trainee practise, group discussion and role plays, all of which would mirror the real life experience of the Shop Floor.

The training was designed to be interactive and enjoyable, aimed at motivating and enthusing the colleagues to ensure the successful introduction of Scan as you Shop.

We also supported the colleagues during the crucial first days of going live with the service, which involved observing, coaching and motivating the colleagues.

Having the support of our trainers ensured that the colleagues could put into practice their newly learnt technical and behavioural skills, safe in the knowledge that there was someone there to coach and assist.

The Results

Tesco were delighted with the results of Two’s Company’s training sessions and how it enabled their colleagues to learn how to technically use the service and even more importantly, how the courses gave them the confidence and enthusiasm to ensure the introduction of Scan as you Shop was a huge success for both the colleagues and their customers.

Such were the fantastic results, that Tesco have introduced Scan as you Shop into over 500 stores and Two’s Company have been with them,  every step of the way.

We have successfully trained and supported over 10,000 Managers and colleagues, on how to use Scan as you Shop!!

Feedback from Helen Owen (Programme Manager for Tesco)

“We’ve used Two’s Company for a few years now and continue to use them because they simply do a brilliant job for us. They provide excellent training, engaging colleagues and helping to sell the change they are training, as much as training them on the processes themselves. They are a huge asset to our project team and always support us.”

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