Reitan Group boosts their Upselling and Customer Service
Reitan Narvesen Convenience is present in Norway and Latvia, Pressbyrån in Sweden, 7-Eleven in Norway, Sweden and Denmark, R-kioski in Finland, R-kiosk in Estonia, as well as R-kiosk and Lietuvos Spauda in Lithuania. Reitan Convenience has a leading market position in each of their countries with 2,495 outlets.
In 2013 Management of Reitan Group Latvia decided it wanted to put even more emphasis on upselling and customer service as a part of their daily activities. Since for the last 5 years they already had done their sales and customer service trainings teaching basic skills now they were looking for a way that would be both unique to experienced audience and had a long lasting effect.
Reitan chose Frontline – our Upselling and Excellent Customer Service Simulation Board game. We customized the game to fit Reitan’s business activities – players in cases now needed to deal with convenience store situations like spilled unpaid coffee, customers getting angry, when needed to stand in line, upselling, when customer buys a newspaper etc.
As to the rollout Reitan chose a 4 phase approach. In the first phase we trained and licensed company’s internal trainers to run Frontline. Second phase – we needed to get the management on board; therefore we run the simulation for all Reitan’s retail managers to gain their full support for the program. In Latvia Reitan operates as a franchise, therefore the next step was Frontline trainings for all of the 190+ franchise owners. The fourth and last phase was trainings for all 800+ franchise convenience store employees – by Reitan’s trainers traveling the country.
Kristine Krisjane, Narvesen Baltic training manager says, that Frontline game has a potential that goes way beyond a one-off training event. She sees Frontline being a keystone to their 3 year sales and customer service training program, with changing cases and repeated plays. Kristine has also come up with another Frontline application – each year the company holds the best customer service employee competition and this year it will be based on Frontline.
Kristine: Frontline can be easily adapted to different situations, most important, it works very well with participants at different levels of skill and knowledge. With this game, we encourage the best practice sharing among the franchisees themselves. Frontline methodology is brilliant for improving their interest in learning. We have used a number of board games from Nordic Training International, and thus we have successfully implemented their upselling and customer service model and raised our service level. Our great accomplishment of this year is winning the Latvian “Excellent Service in 2014” award.
Inspired by Latvian success Reitan Lithuania also acquired Frontline, and we were proud to deliver our first game in Lithuanian to them.
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