As the retail landscape shifted from brick-and-mortar to e-commerce, Pepperfry, a prominent online furniture and home décor marketplace, faced a unique challenge. While the digital realm offered convenience, customers still sought the tactile experience of shopping in physical stores, especially for high-involvement purchases such as furniture.
For Pepperfry, a prominent online marketplace for furniture and home décor, this awareness led to the launch of ‘Saksham,’ a comprehensive training initiative aimed at elevating the skills of its retail employees.
Despite the convenience of e-commerce, many customers still prefer the tactile experience of shopping in physical stores, particularly for high-involvement products like furniture. Recognising this trend, Pepperfry’s leadership understood that internal training on product knowledge and technical aspects, while important, was insufficient. The need for a more specialised and comprehensive approach to training became apparent.
“The ‘Saksham’ initiative was not just about enhancing the skills of retail employees; it was a strategic response to broader industry challenges,” says Joee De Choudhury, Head HR, Pepperfry.
The initiative began with mystery audits across Pepperfry’s studios. Acting as undercover customers, auditors assessed the quality of service delivery, identifying both strengths and areas in need of improvement. These findings paved the way for the creation of ‘Saksham.’
Launched in April 2024, Saksham is a large-scale learning and development programme designed for studio employees, encompassing around 165 participants nationwide. The training covers essential modules such as soft skills, time management, customer journey management, and sales techniques.
“The ‘Saksham’ initiative was not just about enhancing the skills of retail employees; it was a strategic response to broader industry challenge.”
Joee De Choudhury, Head HR, Pepperfry
“What sets Saksham apart,” says Choudhury, “is its focus on the nuanced elements of customer interaction and salesmanship. The goal is to boost sales and business propositions while fostering a more engaged workforce.” Employees are trained not only to respond to customer inquiries but to anticipate and understand underlying needs, fostering empathy and accountability in their customer interactions.
The programme also includes training on upselling and cross-selling, equipping employees to enhance the customer’s shopping experience by suggesting complementary products. The emphasis is on confident product representation, ensuring employees can effectively address customer inquiries and concerns.
Implemented over two days, with a follow-up session after a month, the training was conducted across key regions—Bangalore for the South, Delhi for the North and East, and Mumbai for the West. This ensured that the training remained relevant and effective for participants, including home consultants, store managers, and area managers.
A distinguishing feature of the Saksham training is its collaborative nature. “Rather than a one-way communication model, the workshops are designed to be participative,” Choudhury explains. “Employees from different regions engage in discussions, share best practices, and adopt successful strategies from their peers.” This approach fosters a sense of community and shared purpose among the retail teams.
Pepperfry’s leadership played a critical role in both the inception and execution of Saksham. Their insights led to the commissioning of mystery audits, which highlighted the need for a structured L&D programme. Moreover, their involvement extended to the training sessions, where they provided guidance and ensured alignment with the company’s broader goals.
The impact of Saksham has been tangible. Participants have shown improved time management, leading to increased productivity. Enhanced customer engagement has strengthened relationships, while effective task management tools have streamlined workflows and reduced stress.
Building on its success, Pepperfry is now working to make the Saksham training module available online, aiming to equip new team members with a thorough understanding of managing the entire customer journey.
Moreover, insights from Saksham are being applied to other areas of the business. For instance, the Assisted Buying team, which handles customers who drop out of the purchasing process, is incorporating upselling techniques from the training to suggest complementary products, thereby enhancing the overall shopping experience.
The success of ‘Saksham’ lies in its adaptability and focus on continuous improvement. As customer preferences evolve, so too will the skills of Pepperfry’s retail team, ensuring the company remains a leader in the furniture and home décor industry.