Conservatory Outlet retail branch Pennine Home improvements has invested over £150,000 in launching the Pennine Way Sales Academy to educate its sales staff in ‘a new way of dealing with customers’.

The company’s salespeople at its Durham and Newcastle showrooms will all complete a 14-module course that covers product knowledge, building regulations, codes of conduct, softer selling skills and how to use digital tools to provide an enhanced customer experience.

This syllabus, which has been designed by Pennine and its parent company to ‘create experts that can guide the client through the home improvement journey and help bring their visions to life’.

“Covid-19 has been a very difficult period, but it has taught us many different lessons, some of which gave us food for thought on how we could deliver even better levels of service,” said managing director Jonathan Young, pictured.

“The emphasis is on creating salespeople who take an even greater consultative approach, have excellent product knowledge and are employed by us from the start, meaning we have the best possible chance of nurturing talent and they have access to excellent training and mentoring from experienced staff.”

Six members of staff have already completed the 14 modules, with one of them using the iinitial knowledge and training to secure a £40,000 sale for a major living space extension.

Jonathan concluded: “Our ranges really excite homeowners, but it’s the people that really make Pennine different and our recent investment will ensure we continue to set the standard when it comes to customer service.”

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