In this episode
With retail turnover at record highs, we're examining how effective Learning & Development programs create lasting impact on both employee satisfaction and business outcomes. This episode of The Engageli Active Learning Podcast explores the essential components of successful retail training and why professional development has become a critical factor in employee retention.
What's discussed
- Why investing in L&D can dramatically reduce retail's 60.5% turnover rate
- The six core training areas every retail L&D program needs to succeed
- How effective training programs actually save money despite upfront costs
- Real data showing that 73% of retail workers would stay longer with better skill development opportunities
- Practical strategies for implementing training across product knowledge, customer service, and leadership development
- How modern learning platforms are transforming retail training delivery and measurement
Learn more
Interested in reading the full article? Read Benefits of Learning and Development for Retail Workers for free on the Engageli blog.
Episode transcript
Host 1: Welcome back, everybody. Ready to jump into a fascinating topic today?
Host 2: Always ready.
Host 1: Awesome. So today we're taking a look at learning and development, or as we in the biz call it, L&D.
Host 2: And how it all plays out in retail.
Host 1: Absolutely, a crucial topic.
Host 2: Now we've got a ton of research and insights to go over today.
Host 1: Yeah, should be fun.
Host 2: So let's kick it off. Now, have you all ever stopped to think about how much training impacts the retail workers you see every single day?
Host 1: Good question.
Host 2: Well, in this deep dive, we're going to unpack why L&D is so essential for retail. How it can benefit both the employees and the businesses, and we're going to explore what actually makes a training program really effective. And here's a little something to think about. The effects of a really good L&D program, they actually go way beyond just the employees themselves: they directly impact the customer experience.
Host 1: Oh, wow. Yeah, I can see that for sure.
Host 2: Pretty cool, right?
Host 1: Yeah, we don't always think about that connection.
Host 2: That connection between a well-trained worker and whether we have a good or bad experience.
Host 1: You're right, it's easy to overlook.
Host 2: So let's get down to basics. What exactly does L&D look like in retail?
Host 1: So L&D, it's way more than just onboarding new hires. I mean, onboarding is important, don't get me wrong. But it's just one piece of the puzzle. In retail, L&D is really about helping employees develop their skills and knowledge.
Host 2: So they can be the best they can be.
Host 1: Exactly. And so they can handle all the curve balls retail throws their way.
Host 2: Makes sense.
Host 1: It never sits still, does it?
Host 2: Never.
Host 1: So yeah, L&D is continuous. It's ongoing, not a one and done kind of deal.
Host 2: Gotcha. So it's not just teaching them how to work the register or fold clothes.
Host 1: Way more than that.
Host 2: You're giving them the tools and knowledge to grow throughout their whole retail career.
Host 1: Exactly. It's about empowering them so they can become experts, maybe in product knowledge, or they can totally master customer service. And then even operational stuff, like how to manage inventory.
Host 2: Right, all the behind the scenes stuff.
Host 1: Yep. And don't forget those soft skills.
Host 2: Oh, those are huge.
Host 1: Absolutely. Communication, problem solving, teamwork, all essential in a fast-paced environment like retail.
Host 2: Makes you think it's about creating like well-rounded employees.
Host 1: Yeah. Who can handle like anything, you know?
Host 2: So who can roll with the punches?
Host 1: That's it. And when you have employees like that, it can really make a difference in how satisfied they are and if they stick around, you know.
Host 2: Retention.
Host 1: Exactly. And that's something retailers really struggle with.
Host 2: Yeah, they do. It's tough out there.
Host 1: You know, high turnover rates, that's a big one.
Host 2: And why is that? What are the reasons?
Host 1: Well, sometimes employees don't see much room for growth.
Host 2: They feel stuck. And then sometimes maybe they don't feel appreciated enough.
Host 1: That happens.
Host 2: And what else?
Host 1: Oh, and sometimes the training just isn't there.
Host 2: Not enough training.
Host 1: Not enough, not the right kind. It happens.
Host 2: And let's not forget, wages can be competitive.
Host 1: Absolutely. Got to be able to live right.
Host 2: Yeah, for sure. So we're talking about high turnover, but how high are we really talking?
Host 1: OK, so get this. The average turnover rate in retail, it's around a whopping 60.5%. Whoa, over 60%. That's a lot of people coming and going.
Host 2: Seriously. It seems like L&D could really step in and help with some of those issues.
Host 1: Oh, without a doubt. Research shows that when companies put money into employee development, it can really boost job satisfaction and, you know, make people want to stay.
Host 2: Makes sense. Imagine you're working in retail, right? Would you stick around if your company was investing in your growth, giving you chances to learn new skills?
Host 1: If they were helping me move up the ladder.
Host 2: Yeah, exactly. It's about feeling valued, knowing there's a future for you there.
Host 1: Totally. And there's data to back that up.
Host 2: Like what?
Host 1: A study found that 73%, that's a big chunk, of retail workers said they would have stayed longer at their companies if there were more chances to, you know, build their skills and advance their careers.
Host 2: So they felt like they were going somewhere.
Host 1: Exactly. Like they were moving forward.
Host 2: And not just stuck.
Host 1: Right.
Host 2: It sounds like L&D, it's not just good for workers, it's good for the bottom line, too.
Host 1: Exactly. You know, keeping those good people around saves a lot of money in the long run.
Host 2: Makes sense.
Host 1: Think about all that goes into hiring someone new.
Host 2: Yeah, the time, the effort.
Host 1: It's expensive. Replacing an employee can actually cost a company, like, way more than their salary.
Host 2: Really? How much more are we talking about?
Host 1: Well, it can be over 200% of their salary.
Host 2: Whoa, that's a lot.
Host 1: Yeah. So it just makes good financial sense to invest in training programs, you know? Keep your people happy, keep them learning.
Host 2: Reduce that turnover.
Host 1: Exactly. It's much more cost effective to develop your existing team.
Host 2: Makes total sense. So we've talked about the money, but what about how things actually run day to day?
Host 1: Oh, good point.
Host 2: How does L&D play into that?
Host 1: OK, picture this: you've got a really well-trained employee. They know their products inside and out. They can answer any customer question, no sweat. They just breeze through their tasks.
Host 2: And all that translates into?
Host 1: Higher productivity. Things run smoother, more efficiently.
Host 2: The whole operation is just humming along.
Host 1: That's it. Everyone's doing their part. The machine's well-oiled. And you know what else? This efficiency thing, it goes beyond just the employees.
Host 2: Ooh, now we're getting to the good stuff.
Host 1: It impacts the customer experience, too.
Host 2: We hinted at this earlier, but let's dive in. How does L&D affect the customer?
Host 1: OK, so think about it this way. When a customer meets a knowledgeable, helpful employee, they walk away with a good feeling.
Host 2: Right, it makes a difference.
Host 1: A big difference. It builds trust, encourages them to come back for more.
Host 2: Creates loyal customers.
Host 1: Exactly. And that's gold for any business.
Host 2: It's that feeling when you walk into a store and you just know you're in good hands.
Host 1: Yeah, you feel taken care of.
Host 2: Like they got you.
Host 1: That's the power of good training. It gives employees the confidence to deliver that amazing service.
Host 2: They can anticipate what you need before you even ask.
Host 1: That's right. They go that extra mile, and the customer feels it.
Host 2: So really, L&D is a win-win for everyone involved.
Host 1: Absolutely. It benefits the business, the employee, and the customer.
Host 2: A triple win. But let's be real for a second.
Host 1: OK.
Host 2: There's got to be some bumps in the road.
Host 1: I mean, nothing's perfect.
Host 2: What are some of the challenges with implementing good L&D programs?
Host 1: So one of the biggest hurdles is time.
Host 2: Ah, yeah. Time is money.
Host 1: Especially in retail. Things move so fast.
Host 2: You can't just pull everyone off the floor for training.
Host 1: Right. And sometimes it feels like there's always something more urgent.
Host 2: Right now. Right now.
Host 1: Exactly. So finding the time for L&D, dedicating those resources, it can be tough.
Host 2: So what's the solution?
Host 1: Well, retailers have to get creative.
Host 2: How so?
Host 1: They can use technology, offer online training.
Host 2: That's flexible. People can do it on their own time.
Host 1: Exactly. And micro-learning, bite-sized lessons.
Host 2: Easy to fit in.
Host 1: And they can even make training part of the daily routine.
Host 2: So it's not this separate thing.
Host 1: Right. It's integrated. It flows naturally.
Host 2: Smart. So making it accessible, convenient, that's key.
Host 1: Absolutely. But there's another thing. You know, the training's got to be engaging.
Host 2: Keep people interested.
Host 1: Yeah. No one wants to sit through a boring, generic training session.
Host 2: We've all been there.
Host 1: It's like watching paint dry.
Host 2: So what makes it engaging?
Host 1: Personalization. Make it relevant to the individual, to their specific role.
Host 2: So they can see how it helps them.
Host 1: Exactly. And it should be interactive, hands-on.
Host 2: Keep them involved.
Host 1: And don't forget the feedback.
Host 2: Right. Checking in, making sure it's sticking.
Host 1: And coaching, supporting them along the way.
Host 2: So it's not just a one-time thing. It's ongoing.
Host 1: Continuous learning, that's the goal.
Host 2: It sounds like a successful L&D program. It really requires a whole different mindset.
Host 1: It does. It's not about checking boxes. It's about creating a culture of learning.
Host 2: Where everyone feels empowered to grow and do their best work.
Host 1: Exactly. Where they feel valued, encouraged to try new things.
Host 2: And supported in their journey.
Host 1: That's the kind of environment that benefits everyone.
Host 2: Employees are happier, more motivated.
Host 1: Businesses thrive. Customers are happier.
Host 2: Everyone wins. So we've seen how L&D can really make waves.
Host 1: Yeah. It's pretty powerful stuff.
Host 2: Well, let's bring it back to our listeners for a sec.
Host 1: Good idea.
Host 2: How can they, as people interested in retail, actually use these insights? What's the big takeaway here?
Host 1: Well, I think the main point is that L&D, it's an investment. And it's one that's worth it.
Host 2: Totally. Whether you're a retail worker yourself, or maybe you own a business.
Host 1: Or even if you're just someone who loves a good shopping experience.
Host 2: Yeah. Everyone benefits.
Host 1: Recognizing how important learning and development is, that's the first step.
Host 2: And then what? What can people do to put this into action?
Host 1: So if you're working in retail right now, take charge of your own development.
Host 2: Don't just wait around.
Host 1: Exactly. Don't wait for someone to hand it to you.
Host 2: Go out and find those opportunities.
Host 1: Talk to your manager about training programs. Look for online courses. Maybe even shadow someone in a different department. Learn something new.
Host 2: And for the business owners and managers out there.
Host 1: This one's for you.
Host 2: Make L&D a priority.
Host 1: A top priority. Invest in your people. Because when you do that, when you create that culture of continuous learning, you end up with a team that's skilled and motivated.
Host 2: And that leads to happier customers.
Host 1: Absolutely. Everyone wins.
Host 2: I love this idea of spreading the word.
Host 1: Me too.
Host 2: Tell your friends and family. Support businesses that are investing in their employees.
Host 1: Be an advocate for L&D.
Host 2: Because it really can make a difference in creating a better retail experience for everyone.
Host 1: Couldn't have said it better myself.
Host 2: So as we wrap up this deep dive, I want to leave you with something to think about.
Host 1: OK, hit me.
Host 2: Think back to your best and worst experiences in retail.
Host 1: Oh, I've had some doozies.
Host 2: Haven't we all?
Host 1: For sure.
Host 2: Now think about the employees you interacted with. How much of your experience, good or bad, do you think was shaped by their training, by their knowledge?
Host 1: Hmm. Hmm, that's a really good question.
Host 2: It's easy to focus on the stuff, you know?
Host 1: Like the products and the prices.
Host 2: Yes, the look of the store.
Host 1: But the human element, that interaction with the employee, that can make or break the whole thing.
Host 2: And that all comes back to training.
Host 1: It really does.
Host 2: So next time you're out shopping, take a minute to think about the impact of L&D. And if you come across an employee who really goes above and beyond, let them know.
Host 1: Tell them you appreciate their knowledge and their hard work.
Host 2: Those little moments of recognition, they can really make a difference.
Host 1: You can encourage that culture of learning.
Host 2: And that's what we're all about here.
Host 1: Creating a better retail world for everyone.
Host 2: Where every interaction is positive.
Host 1: Rewarding.
Host 2: Driven by this passion for growth and development.
Host 1: I love it.
Host 2: So thanks for joining us on this deep dive into the world of L&D.
Host 1: It's been fun.