CRUNCHTIME - Greenfrog Creative€¦ · crunchtime • the power of abundance colleague participant...
Transcript of CRUNCHTIME - Greenfrog Creative€¦ · crunchtime • the power of abundance colleague participant...
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The Participant Guide for Colleagues
CRUNCHTIMEChange at the Core
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IT’S CRUNCH TIME
Course Introduction
SMASHING SERVICE
Starting at the Core
POLISHED TO PERFECTION
Standards & Cleanliness
EPIC APPLES
The Power of Abundance
SUSTAIN YOUR CHANGE
Planning activities
P. 4
P. 8
P. 20
P. 32
P. 38
Contents
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Course Introduction
IT’S CRUNCH TIME
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THIS is the day your jobs got BETTER.
THIS is the day we
changed PRODUCE.
It’s CRUNCH TIME!
THIS is a CHANGE AT THE CORE.
THIS is the day our
customers got HAPPIER.
The whole of TESCO is changing; we want to build something NEW and BETTER,
TOGETHER.
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TO SAY
Acting like a greengrocer will make customers feel good about shopping with Tesco!
1Greengrocers bring the
best of themselves to
work.
2Greengrocers connect to
others and provide great
service.
3Greengrocers take pride
in their environment.
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EXPECTATIONS:
LOVEABUNDANCE
LOVESTANDARDS
LOVESERVICE
Play alongYou will get out what you put in, bring your personality, questions, ideas and
reality to the floor and get involved.
Try something new Think outside the box, look silly, be outrageous, get out of your comfort zone,
and try it out.
Speak upWe are here to help you make a ‘radishical’ change - you can achieve this by
speaking up, asking questions, preparing to lead the produce revolution.
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Starting at the core
SMASHINGSERVICE
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Think about how we can provide a memorable shopping experience to every customer we serve? How can we define excellent service?
How can TESCO go the extra mile?
IT STARTS WITH SERVICECONGRATULATIONS, YOUR JOBS GOT BETTER
Brainstorm
Notes
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NEW POLICIESNEW POTATOES
What can we do now that we didn’t use to do?
• Be visible• Be human• Be a greengrocer
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Brainstorm
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THE BODY LANGUAGE GAME
To understand that physical gestures lead to emotional states
Body Language Talks! 93% of communication is non-verbal
Think!
Is it polite to turn your back on someone?
How do you interact with a customer when you are focusing on replenishment?
• Say yes to everything - go with the flow
• Allow yourself to be rubbish. No one is judging
THE RULES
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Notes
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FASCINATING FRUIT FACTS GAME: MAKE A PERFECT PEAR
How can we increase product knowledge?
• Make a perfect ‘pear’
• Match the fruit to the facts
THE RULES
TRY SOMETHING NEW.GET TO KNOW YOUR FRUIT.
Notes
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SAMPLING SQUAD ACTIVITY
Palette Patrol activity: Test your taste buds
TEST YOUR TASTE BUDS!
• Test and compare sample sets
• Pay attention to taste, feel and texture
• Describe the contrast between each sample set…
• How will you know all your produce?
INSTRUCTIONS
The Debrief
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PRODUCE SLAM - NO FRUIT HARMED!
• Compete for the title of Globe’s Greatest GREENGROCER
• Sell your produce with passion!
Think about the greatest qualities and selling points of the produce.
INSTRUCTIONS
Dare to failBe visible Be human
Be the GREENGROCER
G
ROUND RULES
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The Debrief
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RECOGNISING CUSTOMER NEEDS
What are our customers looking for when they come into the produce department?
How do we overcome barriers to successfully help each customer?
Are you the GREENGROCER or the RED ROBOT?
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Notes
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Behaviours & traits Needs How to meet their needs & how to sample
Speedy
Choosy
Thrifty
Chatty
Newbie
CUSTOMER NEEDS TABLE TIPS: Note your ideas in the customer
needs table so you can review the
information later.
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THE TOOLS OF ENGAGEMENT
Build your market stall and get to know your customers
Changing from Red Robots into GREENGROCERs
GreetEveryday, say hello to or greet 10 customers and share knowledge
as a side to doing tasks.
ImproveSaying hello and engaging with customers when not busy.
Complete Carrying out processes whilst interacting, challenge yourself to find
3 opportunities to make a real difference to a customer.
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Notes
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PLANNING ACTIVITY
Notes
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WRAP UP
What is Smashing Service?
REMEMBER:
Have funBe creativeBring the best of YOULove every minute-ful
GOOD LUCK!
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Notes
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Standards & Cleanliness
POLISHED TO PERFECTION
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Pass it onCatch the ball Say a word
CLEAN IS KEEN
Notes
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Notes
Obstacles
Remedies
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THE THREE PEAS
We can use the three Peas to help colleagues own their zones
• PERCEPTIVE It’s easy to ‘zone out’ instead of owning your zone. One of the first things we need to do is pay attention when we’re working on the floor. This will actually make our jobs more interesting and engaging.
• PROACTIVE When you see something awry, don’t walk by - fix it.
• PERSISTENT Making a change takes time... Keep on keeping on!
Notes
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SPOT THE HAZARDS
Practice the first P – Perception.
What should we be scanning for?
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Where are the hazards?
Hazard 1
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Notes
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SHARPEN YOUR SENSES!
Look at each photo displayed and list as many hazards as you can find.
THE GAME
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Where are the hazards?
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Hazard 2
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DELICIOUS OR DISASTROUS
Customer perception is influenced in a split second
Delicious or Disastrous? Which photo contains the hazard?
What did you think in a split second?
1. A or B?
2. A or B?
PHOTO A PHOTO B
PHOTO A PHOTO B
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3. A or B?
4. A or B?
PHOTO A PHOTO B
PHOTO A PHOTO B
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Notes
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PRACTICAL APPLICATION
Your aim is to get your assigned mod as sparkling as possible.
CLEANING IS QUICK
BE THE HOST
ALWAYS AIM FOR SPARKLING
NOTICE ANY PROBLEMS
ACTIVITY
Notes
TIP: When we are
proactive cleaning doesn’t take very
long.
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WRAP UP
The fourth Pea is Planning
Identify 3 things you can do to:
• Maintain this level of vigilance around standards and cleanliness?
• Continue to raise your standards?
Goal setting:
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Notes
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EPICAPPLES
The power of abundance
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ONE CHAIR SHORT – ABUNDANCE GAME
How does abundance feel?
PLAY ALONG TRY SOMETHING NEW SPEAK UP
EPIC APPLES:THE POWER OF ABUNDANCE
remember the rules!
The Debrief
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WHAT ABUNDANT LOOKS LIKE
Do you know the Do’s and Don’ts?
DON’T BRUISE THE BANANAS GAME.
BEAUTIFUL BANANAS
TREMENDOUS TOMATOES
Do Don’t
Do Don’t
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PERFECT POTATOES
AWESOME APPLES
Do Don’t
Do Don’t
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GREAT GRAPES
Do Don’t
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Notes
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THE POWER OF ABUNDANCE • CRUNCHTIME 37COLLEAGUE PARTICIPANT GUIDE
PRACTICAL ABUNDANCE
We made it SPARKLE…Now let’s make it ABUNDANT
Now let’s make it
ABUNDANT
We made it SPARKLE...
Notes
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SUSTAIN YOUR CHANGE
THINK ABOUT IMPROVING CUSTOMER PERCEPTION THROUGH
IT’S CRUNCH TIME, THIS IS A CHANGE FROM THE CORE
SERVICE
Planning
ABUNDANCE
STANDARDS
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WRAP UP
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Planning
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Media Zoo Learning & Development
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Prinect PDF Report 13.00.027 - 1 - 06/05/2014 04:48:59 PM
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