Challenge:
A mystery shopper survey revealed that stores with higher customer experience (CX) scores also outperformed in revenue. However, tenant teams lacked a consistent, high-impact approach to CX and sales integration.
Solution:
Terbigen delivered a 3-week workshop series to shift teams from service delivery to experience-driven sales. Built on our ACED framework (Active Listening, Clearly Explain, Educate, Diligent Action), the program focused on:
- Human-Centred Service – Strengthened empathy, active listening, and respectful communication
- Ambience & Challenge Management – Tackled conflict de-escalation, complaint handling, and smart visual merchandising
- Strategic Sales Alignment – Connected CX with revenue goals through upselling, value alignment, and performance tracking
Why It Worked:
✓ Real-world role plays and feedback
✓ Tied to actual survey results
✓ Reinforced V&A brand values while boosting accountability
Results:
Enhanced sales confidence, stronger team alignment, and a measurable uplift in both experience and revenue.