Online Training Welcome Pack

Online Training Welcome Pack

INTRODUCTION Hello, and welcome to your brand new retra online training platform! This is a fantastic staff training and development resource provided exclusively for retra members, designed to benefit new starters and experienced sales staff alike by empowering them to confidently and expertly sell with finance products, and provide excellent customer service when it comes to selling retracare service plans. In this welcome pack, designed for store principals, HR managers and training administrators, we will show you how to: > Register your staff for the online courses > Navigate key areas and functions of the site > Use the built-in administrative systems that offer you full visibility on your trainees as they progress. A powerful online tutorial is provided within the training platform, however this is focused primarily on the trainee. This welcome pack contains information for management use only and will enable you to maximise the value of the training programme in a way that will benefit your business. Enjoy the Training!

CONTENTS 1. THE COURSES AND THEIR AIMS. 2. ACCESSING THE retra TRAINING PLATFORM. 3. REGISTRATION AND LOGIN. 4. PROGRESS REPORTS. 5. WHERE TO GET HELP. 6. GETTING THE MOST FROM YOUR TRAINING.

1. THE COURSES AND THEIR AIMS The retra training platform comprises of two comprehensive training courses which can be accessed by all members and their sales staff. 1. Selling with Finance Course Will help sales staff learn and develop key skills and techniques which will enable them to confidently use retail finance as an effective sales tool on the shop floor. Ensures they fully understand the importance of offering easy payment terms to customers by illustrating how doing so can help deliver long term benefits to their customer and the business. 2. Retracare Extended Warranty Course Will enable sales staff to become more knowledgeable and comfortable when discussing retracare extended warranties with customers, giving them the confidence to introduce the subject into every sales conversation as routine. And will ensure trainees are familiar with the top line features and benefits of retra protect and protect+ so they are able to sell these policies effectively just like they would any other product in store.

Each course includes a section on sales skills training which not only helps to contextualise how sales staff should approach selling warranty and finance, but will also ensure they develop the skills necessary to make the most out of every sales opportunity. So why is this important to you and your business? Selling with finance opens up the opportunity to make higher value, more profitable sales, more often. Selling warranty provides opportunities to improve customer service levels and customer loyalty General sales skills training will improve sales staff performance beyond the immediate concerns of selling finance & warranty Who are the courses aimed at? The training is aimed at everyone within the business who interacts with the customer in a selling role. We have designed the course content to be easily accessible by all, no matter their experience. The training has been designed to impart essential working knowledge of processes, help develop selling skills and show how a professional approach to the job of selling can reap benefits for the sales person, the customer and the business. Who will benefit from completing the course? Simply put, everyone in your business who sells to your customers! The training can be used as part of the induction process for new starters or as a refresher for more experienced hands. More experienced sales staff will be able to fly through early sections of each training level, however we are confident that even they will pick up some new and useful tips or reminders to help them improve their overall sales approach. How long does the training take to complete? This will very much depend on the individual trainee; both courses are fully comprehensive so it will take a few days. However, it doesn t all have to be done at once. Each course is divided into bite-sized modules (called checkpoints ) that should take around five to ten minutes to complete. Each checkpoint will deal with a learning topic specific to that level. There ll be some information to read through, and from time to time a short film, a quiz or a simple game to play. Once checkpoints are completed the trainee s progress is saved, so the next time they login they can pick up the training exactly from where they left off.

2. ACCESSING THE TRAINING PLATFORM As well as using a PC or MAC, you can access the retra training platform using any of the following devices and platforms. Once the trainee has a username and password, they can login to the training platform using their own device, which means they don t have to tie up the company computer, and can work through the material in their own time You can access the training platform by visiting any of the following sites and clicking on the relevant links: www.retracare.co.uk www.retra.co.uk www.t21uk.com Or simply enter http://retra.t21training.uk into your web browser s address bar.

3. REGISTRATION AND LOGIN The training will load a registration and login page. 1. Before you begin your training you will have to Register as a New User. To do so, simply click the relevant button on screen as shown below. 1 The next step is to Create An Account 2. Simply enter the information as requested on the next page, starting with your username. This can be anything you want but you won t be able to put spaces between separate words. You can use and underscore _ if you like. For example: StevenC or Steven_Colins 3. Enter a valid email address. You will need this for the verification email we will send you, plus any other communications we send you. NB: Any communications we send to you via email will be strictly within the remit of the training. We will not pass on your email to any third party. 2 3

4. Next, enter a password. Your password should be at least 8 characters long and combine letters and numbers. Combining special characters such as &, *, $ will increase the strength of your password. Retype the password to confirm. NB The system will prompt you if there are any issues with your password and you can change it from within the Training Platform at any time. 4 5. Enter your actual name. You can use spaces here. 5 6. In the Approval Section you will need to select your store from the dropdown list. Start typing your store to narrow the selection. 7. You will need your retra membership number. If you don t know what this is, ask your retra business advisor. 6 7 8 9 8. Answer the anti-spam question by typing in the answer to the simple sum. 9. Then type in your special registration key given to you by your retra business advisor. This is exclusive to your store and should not be passed onto anyone outside your own store staff.

10. Select your role from the dropdown box. The options are: a. Trainee: for store staff enrolled for the training. b. Group Leader: for store management requiring administrator access to reporting functions. See separate notes on Group Leader Access on the next page. 10 11.If you are a group leader you will need to type in the validation code supplied to you by your retra business consultant. This will be made up of three, randomly generated words assigned to you. NB: you can ignore this field if you are signing up as a Trainee. 11 12.Once you ve completed the form simply click on Register to finalise the process. Once submitted, your application will be auto-verified and you should receive an email confirming your username and password plus any other relevant detail within moments. Next time you visit the training portal you will be able to login as an existing user. NB: Check your junk mail folder if the confirmation email doesn t appear in your inbox after your next send/receive. Mark admin@retra.t21training.uk as not junk to ensure you don t miss any future emails we might send you with important site information. If the details you have entered do not match up, eg if your registration code has been entered incorrectly, you will receive an email to inform you that your registration is pending manual verification. This is to prevent non-retra members gaining access to the site. If this happens you should contact your retra business advisor who will complete the verification manually.

Notes on Group Leader Access. As Group Leader you will have access to the reporting mechanisms of the training platform, enabling you to direct the learning strategies of staff within your store(s), monitor progress and step in where needed to assist anyone who might be struggling. Group leaders can work through the training courses just like a member trainee however, they do not score achievement points or win badges, so their achievement score will always be 0. The Trainee role should be assigned to sales staff taking part in the training. They are not able to access reporting systems but do score achievement points and can win badges and certificates for content completion.

4. PROGRESS REPORTS If you are signed into the site as a Group Leader you will be able to generate a variety of useful reports to be able to closely monitor your staff s progress through the courses. To access the admin panel and generate these reports, follow the steps below 1. Point your cursor at the Retra Online Training menu bar and click on Dashboard on the drop down menu. 1 2. Wait for the Dashboard screen to load before clicking on the Activity Stream tab next to overview. 2 3. The Activity Stream is where you can access key information about your trainees. 3

1. On the Activity Stream you will see a list of the latest training activities completed by staff. This details any quiz scores or checkpoint progress as well as the date this action was performed. 2 1 2. By clicking on Export Quiz Data or Export Course Data you can generate a raw data file that will open in an excel spreadsheet. The Export Quiz Data will produce all of the trainees quiz scores in your group, as well as the date these actions were completed. As it is presented in excel you can manipulate this data to your own requirements. The Export Course Data will generate a similar report, however it details the progress of all trainees working through the course in your group. Again as the information is presented in an excel spreadsheet you can use it as required.

1. Now click on the Overview tab to go back to the original Dashboard overview page. It will now look like this. 1 2. This screen displays how many courses are available to your group and the number of students (staff members) currently registered on them. 2 3 3. In course reports you can select individual courses and by clicking on them in the drop down menu you can instantly see how many staff have completed the course, how many are currently progressing through the course and how many have yet to start it.

Below the pie chart graphic you will find a complete user table, which details the progress each trainee within your group has made through the particular course you selected in step 3 of the previous page. 1 2 3 1. You can use the drop down filter menu to select to view all trainees that have completed the course, all those who are currently progressing through the course and all those who have yet to start it. 2. You can use the search option to find individual trainees using the platform. Simply type in their user name and the table will display their current progress through the course selected previously. Useful if you have a lot of users within your training group. 3. These are the progress bars all green means the course has been completed, no fill means that the course has not yet been started by the trainee. If a user is currently working through the course, a progress bar will show their level of completion in a graphical form.

1. You can also access an individual trainees complete course progress information. On the Dashboard click on Group Administration found in the LearnDash LMS 1 2. This will display the Group Administration screen. Click on List Users 2 3. Here you will see a list of all trainees within your group. Click Report on the trainee whose progress you wish to view. 3 4. The course info screen for that trainee will be displayed. This tells you how far they have progressed through the course, gives you all of their mini quiz results and their end of level test results as well as the dates and time these were completed.. 4

5. WHERE TO GET HELP 1. If you, or any of your staff are having problems with any part of the retra training platform please click on the HELP AND SUPPORT icon found in the hotlinks menu at the top of every screen. 1 3 2 2. Check the FAQ s to see if you can find an answer to your questions here. 3. If you can t find an answer to your question or problem in the FAQ s then please fill in the technical support form. Your e-mail address will be pre populated, so you just have to select the type of problem you are having in the drop down menu and type a short message in the Description box detailing the problem specifics. Once you have done this click on Submit below the box. Someone will get back to you as soon as they can to help you with your issue. Alternatively you can e-mail support directly using support@retra.t21training.uk

6. GETTING THE MOST FROM YOUR TRAINING To get the most from your retra training there are only two things you need to do. 1. Make sure your staff sign up to it 2. Make sure everyone who signs up to it completes the course(s) In today s competitive retail environment, having a well-trained sales force is critical to success. Customer expectations are high and all sales staff need to be as sharp as they can be. If not, then your customers will look to buy elsewhere. By completing this retra online training, not only will your sales personnel be able to sharpen their skills when it comes to selling with finance and selling retracare, they ll also benefit from the general sales training we ve included. And if your sales staff benefit, then so do your customers and so does your business. So please encourage your staff to sign up and complete the course. Use the administrative tools to help them with their progress and remember that you have full support throughout. Enjoy the training. Retra House, St John s Terrace, 1 Ampthill Street, Bedford, MK42 9EY Tel: +44 (0) 1234 269110 Fax: +44 (0) 1234 269609 online training powered by: T21 Training and Development www.t21uk.com