Page 3 - Customer Journey Training Guide
P. 3
CUSTOMER JOURNEY
What the OSL should SEE:
What the OSL should DO: Engagement, acknowledgment,
pace/sense of urgency and
Observe, communicate, awareness.
coach and direct.
What OSL should HEAR:
Positive tone, overcoming objections,
suggestions or add-ons, Virtual Inventory
being offered, every customer being asked
to provide their e-mail address to receive
our e-mails at POS.
Validate Learning:
On the sales floor, the new management trainee should observe all zones/moments for a shift and communicate
their observations to the trainer. The trainee should explain how they would coach/direct accordingly.
Objective Review
After the information in this guide has been covered, go back and reference the training objectives – have they
all been met? Does the Trainer need to readdress any of the points?
October 2021
