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Skills training for DIY store employees

hagebau Group

What do I need to consider when working with screed concrete?
Which wood do I need for my do-it-yourself terrace?
Which paint is best for my kitchen walls?
Customer questions like these are the order of the day in DIY stores – and want to be answered competently by employees.
This is exactly what the hagebau Group guarantees for its approximately 600 system locations in Germany, Austria and Luxembourg: Together with the hagebau Academy, we at skillbest have developed the Top 20 e-learning , with which employees can simulate sales talks and consolidate product knowledge.
By training employees on the 20 most important customer questions in their specialist area, they strengthen their advisory skills and become experts that people are happy to trust.

FAQs

Job Simulation

Gamification elements

Corporate Identity

For newcomers and experienced users

Onboarding and refresher training

hagebau’s Top 20 e-learning program makes it easier for employees to join the company and is an important digital support in the onboarding process.
During the training phase, new employees are familiarized with the most important customer questions.
This gives them confidence for their first real customer contact in the market.
At the same time, long-standing employees can use e-learning to consolidate their specialist knowledge, practise cross-departmental selling and prepare for discussions with different customer groups.

As in the workplace

Authentic conversation simulation

The questions in hagebau’s Top 20 e-learning course are not taken from a textbook, but are based on real questions from everyday working life.
Customers differ in terms of prior knowledge, expectations and expressions.
In any case, employees must be able to react correctly, both personally and professionally.
By simulating situations that could occur in any store on a daily basis, employees are optimally prepared for their tasks.

17 departments, 20 questions

Whether plants, paints, wood or tools: every department at hagebau requires special skills and specialist knowledge.
For our e-learning, we have transformed the 20 most important questions from each department into interactive tasks.
Single and multiple-choice questions as well as small gamification elements such as drag-and-drop tasks ensure an interactive learning experience.

Interview with Verena Giese & Christine Neumann

What challenges arise in connection with customer questions and requests?

Every customer is different and has different prior knowledge of materials or work processes.
For the employees at the locations, this means that they must always react in the right way, both professionally and personally, in order to provide customers with the best possible support for their DIY or gardening projects.
This is exactly what we can now train with Top 20 e-learning .

Why did you opt for a digital solution?

It is important to us to be able to offer the same high quality of advice in all markets.
This can be guaranteed with a digital solution that can be adapted to current requirements and innovations at any time.

In your opinion, what are the greatest strengths of this digital learning solution?

Our e-learning is easily accessible for all employees and very clearly structured.
Both new employees and colleagues who have been working at the hagebau sites for decades can quickly find their way around.

Why did you decide to work with a professional e-learning agency?

External expertise is important in order to avoid operational blindness and ultimately to be able to hold a technically and visually mature product in your hands. skillbest met our expectations in this respect, was uncomplicated and professional in its cooperation and turned seemingly dry questions into interactive learning experiences.

"We want to quickly give employees the security they need to create positive experiences for themselves and our customers."

Verena Giese & Christine Neumann – hagebau Academy

Advantages for DIY store customers

Highly trained staff

Customers can rely on expert advice.

Speed and flexibility

Through targeted training, employees quickly deliver the desired solution.

Buying becomes an experience

Employees who are well-versed in conversation and appearance ensure that customers are happy to come back.

Which answer do you choose?

Every DIY project is different. There is not always just one right way to implement a project. For employees, this means that they must be able to respond to customers, react at lightning speed and have creative solutions at the ready at all times. As part of hagebau’s Top 20 e-learning program, flexibility and resourcefulness are trained in order to be able to provide stress-free and competent advice in real-life situations.