Sales people training

Daimaru Matsuzakaya Department Stores provides thorough on-the-job training to employees, workers from suppliers, and part-time workers alike.

All the workers from suppliers and part-time workers attend orientation sessions and training sessions when they begin to work. These training sessions are provided consistently by Daimaru Matsuzakaya Department Stores (DMSA) in the Group to implement training curriculums tailored to the current issues of each store and improve sales service levels.

Specifically, hands-on training such as role playing for basic courteous and kind customer services and sales services is provided so that workers can mainly acquire “readiness for customer services,” the “mindset of hospitality to customers,” “business knowledge,” “working knowledge,” “product knowledge” and the “basics of sales services to customers.”

At Daimaru Matsuzakaya Department Stores, “service trainers” provide thorough customer service training to improve the abilities of individual sales people and develop sales people who can read customers’ minds from their behavior and properly approach and provide the right advice to them in order to provide high quality personal communication so that customers who actually visit its stores can enjoy shopping.

About one month after they begin to work, workers from suppliers check their levels of understanding and sales service skills by themselves and raise their awareness and service trainers provide on-site training to raise the levels of individual workers.

“Frontier Club (Excellent sales people recognition program)”

In 2008, Daimaru Matsuzakaya Department Stores launched the Frontier Club Program that recognizes excellent sales people company-wide to provide the “most outstanding sales services.”

The Frontier Club Program is intended to select and recognize “people who are proficient in customer service and sales” from among the company’s employees and sales people from the company’s suppliers who serve customers at the Daimaru and Matsuzakaya stores.

The criteria for selection include a high achievement rate of sales goal, basic actions such as smile and greetings, compliments from customers, and the number of “Smile Cards,” which are handed to sales people with nice smiles. Based on the results, each store selects candidates. Among them, those who are rated as especially excellent in customer service are recognized as the “Persons of the Year” once a year and registered as a Frontier Club member.

The President of Daimaru Matsuzakaya Department Stores gives them this award together with special name plates and extra prizes.

Number of Frontier Club award winners

Management of the Entire Supply Chain

• Supply Chain Policy (Principles of Action for Suppliers)

• Creation of a Sustainable Supply Chain

• Reduction of Scope 3 GHG Emissions in Collaboration with Suppliers

• Promotion of Human Rights

• Initiatives to Grow Together with Business Partners