Fall 2021Hardlines Strategies

TRAINING

Charting Your Course NHPA Has Resources to Help You Reach Your Goals F riendly, competent, fast; that’s what customers want from their shopping experience. In home improvement,

should be equipped to help. That’s why training is so important. The North American Hardware and Paint Association (NHPA) has more than 40 on-demand training courses to get your employees the knowledge they need to help every customer. And setting up a training program is easier than you think. Take a tour of the training resources NHPA offers here, and then visit YourNHPA.org/membership or call 800-772-4424 to find the program to best fit your business.

According to a 2020 poll by J.D. Power, home improvement retailers who rank highest in customer satisfaction are those who deliver knowledgeable customer service within two minutes or less. Satisfaction scores tumble when customers have to wait more than five minutes for help. Simply put, if your frontline workers keep asking shoppers to wait until they can find someone who can help them, then you’re killing your customer service. Every employee

offering specialized, expert service is key to retaining customers.

5 Fundamentals of Training

NHPA’s training covers the fundamentals of what an employee needs to know to succeed in a home improvement retail business. Course content covers five major areas, each intended to develop a well-rounded employee who can be an asset to your organization.

NHPA offers training in eight core home improvement categories, eight building materials categories and advanced training in paint. Product Knowledge

Help your employees create a better customer service experience while also looking for ways to increase transaction size. Selling Skills

Operations

This program explains the different types of merchandising and how they all work together to make a productive salesfloor. Merchandising

Leadership

Courses offer an introduction to major operational areas, including the basics of profit and loss, inventory management,

NHPA offers virtual and live courses in leadership, management and more for people who want to advance.

Students interact with peers and instructors to enhance their learning.

pricing and accounting.

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