Case study


Train store assistants to adopt the "Go towards" posture

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.

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

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:

  • 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

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

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

Format: video simulations, produced in French.

A wonderful adventure with PITCHBOY. A training project where face-to-face meets digital! Co-contruction at its best! Thank you for your support and agility.
Marie-Claire Trepant