Decathlon

Décathlon recently defined a new relational footprint, in collaboration with Quilotoa. It is expressed in the posture "Go towards" and aims to make a visit to the store a pleasant and memorable moment where the human element is at the heart of the sale.

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To develop this posture, Décathlon has opted for immersive learning, so that its learners are as close as possible to in-store reality.

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The user of the conversation simulator is immersed in three different situations, so that he or she can use and develop various skills essential to customer relations at Décathlon:

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• welcome and advise a customer in a department other than the learner's own
• greet a dissatisfied customer at the checkout, identify her needs and propose solutions
• welcome, advise and support a customer in a returns procedure

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In each of these situations, the employee must approach the customer, offer her help and provide personalized support.

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Target: In-store staff (over 300 stores in France)

Format: video simulations, produced in French.