Argentina • Australia • Brazil  Central  America • Chile • China Colombia • India • Mexico 

Delivering sales increases for retailers worldwide since 1980

New Zealand • South Africa  United States

IIHT‐ Friedman Group

Harry J. Friedmanfounder & CEO

• Founded in 1980 by retail authority Harry J. Friedman, to provide retailers with affordable ways to professionally train and manage their people to produce more sales and deliver better customer service. 

• The Friedman Group is now the largest and most sought‐after retail consulting and training organization in the world, with thousands of retailers g g g fusing its training and management systems everyday.

• Every Friedman Group training program contains valuable information and techniques that are the result ofworking in the field every day for the past 30techniques that are the result of working in the field every day for the past 30 years, solving problems and generating sales for our client partners.

• IIHT‐Friedman Group is a joint‐venture business, head‐quartered in Bangalore servicing Asia Africa and theMiddle East We offer on siteBangalore, servicing Asia, Africa and the Middle East.  We offer on‐site consulting and training; customized training programs; public and private seminars, video and audio programs, webinars, books, manuals, private speaking engagements etc that each ear deliver millions of dollars in salesspeaking engagements etc., that each year deliver millions of dollars in sales to retailers globally

Our global presence

IIHT‐TFG Is a “retail‐only” consulting and i i h htraining company – a thought‐

leader in retail

Has worked with retailers of all sizes and formats across 12 international markets for nearly 30 years.

Understands pain‐points of retailers worldwide.

Global retail wisdom customized to country‐unique solutions.to country unique solutions. 

IIHT‐Friedman Group services in India

Retail Open Academy (B2C)A R t il A d f

Retail Knowledge Partnership (B2S)Retail Resource

Consulting  & Training (B2B)Consulting and training 

Managed ServicesAn outsourcing model that provides retailers with Store readyA Retail Academy for 

aspirants to take customized programs that will equip them with skills required for

Retail Resource Repository (RRR) ‐ a knowledge anchoring initiative for retail management education

solutions in areas of retail operations; sales and customer service for large and SME retailers

with Store‐ready manpower that are   First Day, First hour™ productive

with skills required for careers in retail.

g retailers

consulting • The Friedman Group offers strategic and tactical assessmentconsulting strategic and tactical assessment of your retail operations

• Helps you align your retail30 years of consulting & • Helps you align your retail operations with your organization strategy and

30 years of consulting & training 

All sizes & formats of  organization strategy and financial goals

• Develops a road‐map for your

retail

Consultants and trainers who are / have been Develops a road map for your 

organization to get to where you want to be

who are / have been retailers with grass‐root understanding of the 

• Provides a wide array of consulting and training solutions 

industry

Offices in 12 countries g gto bridge the gap to achieving your goals.

Millions of satisfied retailers

Business Improvement Audit

Multi‐level Staff evaluationsConsulting & 

Training (B2B)

l d

Job Description &  Organizational 

Consulting and training solutions in areas of retail operations; sales and customer service for large 

Documentation

P li d P d

Design

C i

gand SME retailers

Policy and Procedure Documentation

Compensation Planning

Accountability Structures and Structures and Systems

Business I t A dit

Interviews with staff and tImprovement Audit management

Store visits & mystery shoppingTwo to five day interface

Review of sales statistics; MIS

An assessment of current standards 

Two to five day interface with the retailer 

and systems in practice

Concludes with a debriefing of IIHT‐TFG findings 

Recommendations

Custom Training content development

Job Description & i

Each one in the system knowsDocumentation What to do? and How to do it?

Helps in setting expectations Design clear, clean and

and accountability for each individual 

Design clear, clean and easily understandable job description for your 

d i l Easy to measure performance 

Helps in setting KRAs and 

store and managerial staff

appraisal mechanisms for incentivizing your staff.

Policy and Procedure Documentation

We will design a comprehensive, t d t li d dDocumentation up‐to‐date policy and procedure 

manual that helps:Eli i t i i t iIs a process of Eliminate inconsistencies;  assumptions and just plain guesses

Install progressive discipline and

Is a process of scientifically documenting 

Install progressive discipline and make everyone accountable for their own actions.

Who should do What? When? 

Why?Can be easily communicated and uniformly implemented across 

Why? 

How? & 

Where?geographies

Helps in quick indoctrination of 

Where? 

in a retail store.

new hires

Accountability Structures and

Our proprietary system creates a highly accountable sales floorStructures and 

Systemshighly accountable sales floor. The performance indicators for each individual is extensivelyYour store’s each individual is extensively tracked in ways that go far beyond traditional retail sales

Your store s performance is only as good as the sum of the 

f f ll h beyond traditional retail sales tracking systems. We help you identify the why:

performances of all the individuals working on the floor.  We help you identify the why:  

Why your cumulative and individual sales numbers are 

When someone is not contributing what they 

what they are; and more importantly, what you and your 

should; do you know why?

managers can do to improve them.

Multi‐level Staff l i

We can assist you in using your i i l i i i h levaluations existing evaluation criteria; help 

you improve it; or create a new criteria based on your uniqueDo you have established criteria based on your unique structure and operational culture.

We will help you set and analyze

Do you have established performance benchmarks for 

h h We will help you set and analyze management‐level benchmarks for categories such as quit‐to‐fire

everyone on the shop‐floor?

Does it offer an categories such as quit‐to‐fire employment ratios; percentage of fully trained staff; as well as

Does it offer an objective platform for analysis and evaluation  fully trained staff; as well as 

universal evaluation criteria, such as adherence to company and store 

of each one’s performance? 

p ystandards and achieving sales goals

Organizational D i

IIHT‐TFG can perform a business “Ch k ”Design “Check‐up” to assess your current organization structure d iIs your organizational and map it to your company 

vision and mission.

Is your organizational structure supporting or defeating a high‐

f l Provide you a road‐map of how the organization has to scale up 

performance, sales‐driven culture?

Do people wear manyto get to where you want to be?

Help you with goal‐setting as 

Do people wear many hats; hold many responsibilities and  p y g g

part of your regular strategic planning exercise. 

often end up applying quick fixes to keep the operation running? p goperation running?

Compensation Pl i

It is not always a matter of having to pay more butPlanning having to pay more—but understanding how to most strongly correlate rewards withDoes your compensation strongly correlate rewards with desired behaviors. After all the best compensation

Does your compensation planning allow you to attract and retain the b l ? After all, the best compensation 

plans directly reward the performance of each individual 

best people?

Are you able to maintain a strong sales‐driven p f

while also being fair and just to the rest of the team.

a strong sales driven culture?

We use our extensive experience to ensure changes you make in this highly sensitive area deliver the results your desire.

training Set learning objectives and identify the most appropriatetraining identify the most appropriate format for training ‐ instructor‐led; class‐room; on‐the‐job;Designed to build a staff led; class room; on the job; mentoring etc.Develop courseware; learning

Designed to build a staff of motivated, willingand highly skilled team 

b h d li Develop courseware; learning aids; media production; online development etc., to ensure a 

members that deliver sales growth.

p ,robust and complete training product.Create practice opportunities to ensure skills are retained long after the training program is completed.

Sales Training Product Knowledge T i i

Zonal and Regional Management

Gold Star Selling™

Training

Cashiering &

Management Training

Online LearningGold Star Selling™ Cashiering & Customer Service Training

Online Learning Solutions

Project Gold Star™ Store Operations Training

Blended learning Solutions

Team Selling™ Store  Self Track™ 

Satisfying Difficult

Management Training

Proprietary Training

Satisfying Difficult Customers™

Sales Training Systematic approach to l i lcompleting a sale

Ensures salespeople have the Semi‐custom or tailoredright tools and know when to use them to turn ‘shoppers’ into 

Semi custom or tailored programs for:

New Employee ‘buyers’

Reduced training time of new‐

Certification

Sales Training

hires

Dramatically reduce attrition 

Advanced Sales Training

Personal Trade

P d t K l dFormal and uniform system of training across all geographies

Product Knowledge

Customer Service

Professional Sales g g g p

More conversions & increased average ticket sizes.

Professional Sales Certification Programs

Team Selling gg

Gold Star Selling™ Customers today are more informed than they were a fewinformed than they were a few years back.They may know as much or evenThey may know as much or even more about a product than your salespeoplesalespeople.Customers demand information relevant to their needs wantsrelevant to their needs, wants and desires, from professionals they can trustyThis 8‐step proprietary program imparts highly effective tools to p g y ffenhance shopping experience and win customers for life.

Project Gold Star™ Shifts business focus from being operations‐oriented to being high‐performance sales‐oriented to being high performance salesoriented.Imparts recruiting, interviewing and hiring techniques to help attract and retain the rightProvides a blueprint for techniques to help attract and retain the right people ‐ increased employee motivation, pride and professionalism.

Provides a blueprint for developing a high‐performance Retail O i i Provides an organized system for training new 

and existing staff.Key metrices simplify analyzing store 

Organization

y p fy y gperformance.Detailed sales statistics makes each staff member accountable helps identify coachingmember accountable ‐ helps identify coaching needs.Establish non‐negotiable standards of behavior; increase discipline, improve customer service.

Increase sales dramatically.Increase sales dramatically.

Team Selling™ Salespeople may give up too quickly to resistance fromquickly to resistance from customersTheymay not see the actualHow many customers They may not see the actual opportunity for making a sale when they encounter 

/

How many customers have walked out of your store empty‐handed, 

h h h resistance/hesitationOr just don’t make a connect with th t t b f th

even though there was a way to satisfy them by selling something to  the customer not because of the 

salesperson but because of the customer’s prejudice

g gthem?

customer s prejudiceShould all this cause you to lose sales?Is there a way to sell to every customer, as a team?

Satisfying Difficult C ™

It’s better to adopt a positive attitude towards difficult customersCustomers™ attitude towards difficult customersYou can still sell them somethingAlthough you wish some of yourDifficult customers are a  Although you wish some of your difficult customers had never stepped into your store…they are 

fact of life for every retailer…

pp y ybetter than having NO customers at all

They may have a genuine unaddressed 

Never mind who’s wrong – A dissatisfied customer is a potential threat to your business

problem

They may just be venting threat to your business.Get your salespeople to handlethese extremely delicate situations

They may just be venting their frustration

these extremely delicate situations and be successful in service‐recovery 

They may simply be unreasonable

Product Knowledge Training

Ensures thorough, consistent and professional training on yourTraining professional training on your products.How to translate product featuresProduct knowledge is How to translate product features into benefits and make emotional connections that cause customers 

Product knowledge is the key to gaining customer’s trust

to buy.Show salespeople “how and why” th h ld d t k l d

Brings a product to life and help salespeople to they should use product knowledge 

to express instead of to impressAvoid the five reasons that keep

and help salespeople to develop an emotional connect with the  Avoid the five reasons that keep

new hires and veterans fromeffectively using their product 

merchandise

ff y g pknowledge

Cashiering & Customer Service

New Employee Orientation & T i iCustomer Service 

TrainingTraining

How to overcome “No thanks, Helps assess customers’I’m just looking”

Handling Difficult Customers

Helps assess customers  expectations of service and exceed them. g ff

Loss Prevention

Building Customer LoyaltyHelps create pleasurable customer experience Building Customer Loyaltycustomer experience and build long‐lasting relationships.

Store Operations T i i

Standardize your rules to maintain consistency and order

Trainingconsistency and orderDevelop a system for documenting and easily updating your policies d dDoes your store have a and procedures

End random decision making and spur‐of‐the‐moment policies

Does your store have a well documented procedure manual d ili ll i i i spur of the moment policies

Eliminate the "no one ever told me that" excuse

detailing all activities from store opening to store closing?

Guarantee that all new hires are properly trained and held accountable

g

Does your store policies  accountableEnhanced comprehension and ability to perform operational tasks, 

and procedures foster smooth store operations? whether CSA level or store 

manager

operations?

Store Management Training

Replace ‘Fire‐fighting’ with active ‘Management’Training active  Management  Develop managers to motivate,train and coach salespeople ontrain and coach salespeople on all aspects of the store.Helps objectively evaluate andHelps objectively evaluate and hold each individual & store accountable for its performanceaccountable for its performanceInstill the discipline necessary to uphold company standardsuphold company standardsProvide managers at every level an action plan to deliver salesan action plan to deliver sales increasesOrganizational 

values

Zonal and Regional Management

Imparts effective tools and h i Z l dManagement 

Trainingtechniques to your Zonal and Regional managers for:

Are your Zonal andMultiple Store Supervision

Strategic & Tactical Planning

Are your Zonal and Regional managers playing ‘company 

li ffi ’Model Store

Time Management

compliance officers’ instead ofmotivating your teams to become a  g

Resource allocation ‐manpower Planning

yhigh‐performance sales organization? 

Planning

Leadership Skills

Online Learning S l i

Trainees can learn and review l h iSolutions lessons at their own pace at store locations.

For training needs that:Online learning comes with robust & challenging series of 

For training needs that:

are real‐time critical

retention and skill development testing situations. 

spread over diverse geographies

Role plays, simulations, optional endings and other exciting eliminate down‐time of 

t t ffg g

interactions  make learning both exciting & oriented to real‐world 

store‐staff

genvironment.

Blended learning S l i

Online learning may not be i f ll i iSolutions appropriate for all situations.

We can deliver a blended training Blends online learningprogram seamlessly across online and hands‐on modes.

Blends online learning with conventional training methodologies

Reduces Total Cost of Ownership

Shrinks Time

Uniform delivery across geographiesg g p

Self Track™ Proprietary Training

Self Track™ learning uses “Checksheets” ‐ a structuredProprietary Training Checksheets  ‐ a structured system that checks comprehension and ability to apply learnings to Different people learn at y pp y gsituations “Checkouts”. Each checkout requires successful 

Different people learn at different paces and have different levels of 

h i completion of exercises, essays, role plays, demonstrations or other feedback methods before students

comprehension

Students tend to feedback methods, before students are allowed to move on to the next step.

Students tend to memorize what they need to know to pass a  p

An acceptable level of comprehension is in‐built into this 

test/evaluation.

system to ensure that learning is sequential and well founded. 

Learning is usually not retained beyond the test

Managed Services Just share your store expansion plans with us and let us get youplans with us and let us get you the right people – fully trainedWorking on your specificationsA unique solution for Working on your specifications, we bring our unique Hire, Train and Deploy (HTD)model to

A unique solution for retailers of all formats to source First‐day, First h ™ d i ff and Deploy (HTD) model to 

supply you store manpower across India; fully trained in all 

hour™ productive staff; fully trained in the highly rewarding TFG systems. ; y

required skills to be First Day, First hour™ productive.

g y

TFG will train them on:Soft skills; etiquette, language etc.Company values; policies & procedures

Managed ServicesCompany values; policies & procedures.Product knowledge; selling & customer service

…Unique to your store brand

An outsourcing model that provides retailers with Store‐ready manpower

q y

Thank you

Yatish Chandrasekhar Abhijeet SinghYatish ChandrasekharVice‐presidentyatish.chandrasekhar@iihtfriedman.com+91‐9945546746

Abhijeet SinghBusiness Managerabhijeet.singh@iihtfriedman.com+91‐9740031858

IIHT‐ Friedman Group# 54 | 4th Floor | Sri Lakshmi Complex, St. Mark's Road | Bangalore‐560 001 |India+91‐80‐41367755 | f: +91‐80‐41367711