Memorandum

MEMORANDUM

TO: | Nancy Collins, Director |

FROM: | Kelli Rodriguez, Supervisor |

DATE: | November 9, 2011 |

SUBJECT: | Proposal to cross train current employees so they have deeper product knowledge and more effective tools to become better at selling. |

Attached is my proposal to cross train current employees so they have deeper product knowledge and more effective tools to become better at selling. Our current training program for our department has met our needs in the past. Now we are in need of additional product training to give employees deeper knowledge about the products and services that we, as a retailer, have to offer. The cross training program that is being proposed will help our employees feel more confident and they will be able to use it as a tool to become better at selling. This will encompass all our current employees and also be implemented into future employees new hire plan.

Our current employee staff ranges from employees that have been here less than 6 months to over 10 years. In order to provide customer service that is in line with our department and company goals, the training is necessary. It will ensure the customer is receiving a consistent message regardless of which employee they come into contact with. This additional training will allow the agent to build confidence and close on sales.

Our training department has been providing the training to help the agent understand the basic elements of their current role. Our operations team has been reviewing different ways to help enhance the customer’s experience. So the result is to provide additional cross training opportunities for the employees to ensure the customer’s needs are being met or exceeding their expectations.

The research has been done in regards to additional cross training for our department. The needs have been identified and opportunities have been addressed. I feel that it would be best to review this proposal to ensure cross training...