Supermarchés Match wanted to raise awareness among their employees and managers about the importance of drive-through customers. These customers have a significant impact, as their drive-through visit is often followed by an in-store visit. It is essential for Supermarchés Match to provide training to recruit and train managers and employees for the drive-through service and to improve the quality of their services.
Device
The training offered by Audace aims to raise awareness among Match employees about the application of best practices. The ultimate goal is to ensure that the customer receives a basket that meets their expectations.
The system covers the entire drive process, from ordering to delivery. All stages are included 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
- …
The module also addresses issues related to supply and product substitution. Learners are encouraged to put themselves in the customer’s shoes to better understand the stakes (for example, not offering damaged fruits). Finally, the last point focuses on optimizing the process. It covers aspects such as which route to take and how to streamline and save time in the store based on the order.
Synopsis
The solution proposed by Audace is engaging and playful. It features William, a new recruit who has just joined the Drive team at Match. Eager but very clumsy, he needs guidance. As an experienced colleague, you will be responsible for showing him the best practices for order preparation. Beware, as William is not only clumsy but also unlucky! You will need to stay alert as numerous setbacks will occur during the training. The module is brief and includes interactive simulations that are simple and dynamic to enhance learners’ performance in their roles.
Educational Objective
The training relies on engaging and straightforward activities to convey best practices. It focuses on educating learners about the “why” rather than the “how,” aiming to make them informed and responsible practitioners of drive best practices at Match.
It is intended for both employees and managers.
Strategic issues
The strategic goals are to retain drive customers, improve service quality, and encourage them to become mixed customers (both drive and in-store).
Pedagogy
The module does not rely solely on basic training aimed at transferring knowledge and assessing the learner through a multiple-choice quiz. Instead, it involves activities such as a drag-and-drop game where learners place items in the correct bag based on product type. This quick training, lasting about twenty minutes, serves as a springboard to the in-person training!
