Our sales staff are the pivotal contact with the shopper - this is the encounter that really makes the shopping experience special and drives real growth in conversion and average spend levels. Our emphasis on service drives our delivery of results.
We undertake regular mystery shopper audits to measure and incentivise staff to go beyond customer expectations.

We are aiming for all shop-floor employees across our store network to follow our specially created training programmes.

Oscar - a winning sales programme

Staff at our Duty Free and Luxury stores experience our ISO 9001 training programme, including sales techniques, language courses and intensive product knowledge.

Through regular tests and 'mystery shopper' visits, our sales staff are evaluated and rewarded for high performance, while constant tuition focuses on welcoming the customer and guiding them in their choice. We undertake mystery shopper assessments at every one of our stores at least four times every year.


'Go Beyond'

Our customer service programme supports every staff member in consistently
delivering customer service that exceeds the customer's expectations.

At Lagardère Travel Retail, fostering a keen sense of customer service is one of our key values. In order to succeed, it is no longer enough to just satisfy customers but to go beyond their expectations. "Go Beyond" is a specially designed programme that educates our staff in the importance of having the right attitude and in finding creative ways to delight customers - and go beyond their expectations.

In 2014, Lagardère Travel Retail Pacific has been recognised by Adelaide Airport as the operator who drives excellent sales performance while offering first class customer service.
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