In Australia, the Nuance Group is based at every international terminal, and provides small format stores across apparel, jewellery, liquor, etc. as well as large department-concept stores with F1RST TAX & DUTY FREE and the recent SYD Airport Tax & Duty Free at the Sydney international airport.
Our Partnership
Our partnership with The Nuance Group dates back to 2002, when we were invited to work at the Melbourne International Airport to improve the coaching skills of team leaders. 10 years on and we have worked consistently with all levels of retail across all international airport terminals. Our two largest projects with The Nuance Group were the national rollout of nationally accredited training for Team Leaders and Managers and the national rollout of their global selling program in Australia.
Nationally Accredited Programs
Performance Partners developed a rolling leadership development program for managers and team leaders across the Sydney, Melbourne, Brisbane, Perth, Adelaide, Cairns and Darwin international airports. Aligned to the Certificate III in Retail Supervision and Certificate IV in Retail Management qualifications, we customised the program to meet the needs of leaders working in an airport retail environment. A summary of the program is below.
|
Certificate IV in Retail Management Store Managers & Assistant Managers |
Certificate III in Retail Supervision Team Leaders/Supervisors |
|---|---|
| Leading People | Coaching on the Shopfloor |
| Retail Financials | Manage Customer Service |
| Manage HR | Manage HR |
| Visual Merchandising & Store Presentation | Manage Stock |
| Safety Leadership | Manage Safety |
| Manage Loss Prevention | Manage Loss Prevention |
| Manage Sales & Service | Manage Sales |
| Recruitment | Leading Teams |
| Strategic Planning | Innovation |
Global Selling Rollout
In 2008, The Nuance Group, in consultation with Boston Consulting Group, designed a global selling program, which resulted in 10,000 training days across all countries in 2008/2009. Performance Partners was responsible for the rollout of this program across the Melbourne and Brisbane airport terminals [a total of more than 100-days of training]. Our facilitation included:
- 3-day ‘Best Selling’ workshops for all team members and managers. These workshops included the revised Nuance Group sales model with a heavy emphasis on the Insights selling model to assist salespeople identify different customers and adapt and connect accordingly.
- 2-day ‘Best Coaching’ workshops for Team Leaders, Assistant Managers and Store Managers. These workshops focused on coaching the program on the shopfloor.