New staff training qualification

Staff training and retention have been significant issues for the DIY superstore sector in the UK for many years, and all retailers have tried different approaches to this problem at various times. Getting it right is seen as key to improving the loyalty and efficiency of staff. Several retailers have in the past run their own internal training programmes, which have often had many good features and been effective up to a point. Now B&Q has become the first retailer in the UK to offer a nationally recognised home improvement qualification. It is certified by City and Guilds, a leading accreditation body, which also worked closely with B&Q on the development of the award. As Gill Lewis at B&Q comments, "We are delighted to become the first retailer to offer a nationally recognised home improvement qualification. Our customers, quite rightly, expect a lot from us, so customer advisors need to be knowledgeable, not just about the products we sell but also their application and aftercare. This home improvement award will benefit both new employees, who will get access to top quality training, and our more experienced staff, whose knowledge will be rewarded with a nationally recognised qualification." B&Q hopes that up to 5 000 of its staff will take the award by the end of 2009. They will be able to follow one of four specialized routes: decorating, gardening, building and room solutions. The first element to launch will be decorating. To achieve the qualification, employees will need to pass four units aimed at improving their product knowledge and selling skills.
The new home improvement qualification will complement B&Q’s existing training activities, which include basic skills as well as leadership and management training. During the coming year, for instance, the company will be putting a third of its workforce through the City & Guilds NVQ Retail Skills Level 2.