CEA Business Solutions Series 2000 - Ways to Reduce Returns
Employee training was another hot topic in an afternoon panel discussion. Rick DelGuidice, manager of training for Panasonic/Technics, said his company has 35 trainers spaced evenly across the United States. He stressed that retailers and manufacturers should especially be training return desk personnel to avoid unnecessary returns. In addition to its live staff, Panasonic also uses a Web-based certification and education program called DV University to help in the training of retail employees.
But Woody Nash, CEO of KnowYourStuff.com, said it was unrealistic to expect employees to visit dozens of Web sites from numerous manufacturers. Nash's company offers training services by posting product information and testing on its Web site, allowing the employer to monitor progress. "The real hook for Web-based training is the ability to report on exactly who is taking the materials and what they know about what they read," Nash said.
Questions from the audience drew concerns over a trend, especially in big-box retail, where employee turnaround can average as low as 10 weeks, making employers go through constant retraining. The panel had little to offer except to say that spiffs can be a good way to keep employees. "I think the greed motive is an effective way to sell product," DelGuidice said.