The “drive” customers at the heart of Match supermarkets’ strategy
Match supermarkets have understood the importance of “drive” customers in their business. In order to improve the quality of their dedicated service and recruit managers and employees specialized in drive-through operations, Match supermarkets have turned to Audace to provide a tailor-made e-learning training. The training sensitizes learners to the “why” rather than the “how” in order to make them informed and responsible actors in implementing best drive-through practices at Match supermarkets.
The training program thus reproduces the entire drive-through journey, from placing an order to delivery. All the steps are mentioned in a realistic simulation :
- Customer order via the website
- Receipt of orders in-store
- Order optimization
- Staff management for order fulfillment
- Order processing
- Management of the order chain to ensure timely delivery
- Product selection
- …
A playful storytelling approach for an engaging training
The training also addresses issues related to product supply and substitution (learners are encouraged to put themselves in the shoes of the customer to enhance their understanding of the challenges), as well as optimizing the process to save time.
To make the module engaging and playful, Audace has created a storytelling experience around William, a clumsy (and unlucky) new employee who needs guidance. The learner is invited to train him by presenting the best practices for order preparation. He will need to stay vigilant because many unexpected events will occur during this training.
Short, the module includes simple and dynamic interactive simulations to quickly make learners more proficient.
According to Edgar Dale (1900-1985), a researcher and professor in education, after 2 weeks, we remember:
- 10 % of what we read
- 20 % heard
- 30 % seen
- 50 % seen and heard, or demonstrated
- 70% by participating in a discussion or giving a presentation
- 90% by experiencing or living through a situation
Discover the project in a video.
