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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

Course Introduction

IT’S CRUNCH TIME

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.

CRUNCHTIME • COURSE INTRODUCTION COLLEAGUE PARTICIPANT GUIDE6

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.

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.

COURSE INTRODUCTION • CRUNCHTIME 7COLLEAGUE PARTICIPANT GUIDE

Starting at the core

SMASHINGSERVICE

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

NEW POLICIESNEW POTATOES

What can we do now that we didn’t use to do?

• Be visible• Be human• Be a greengrocer

CRUNCHTIME • STARTING AT THE CORE COLLEAGUE PARTICIPANT GUIDE10

Brainstorm

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

STARTING AT THE CORE • CRUNCHTIME 11COLLEAGUE PARTICIPANT GUIDE

Notes

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


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


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


The Debrief

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?


Notes

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.


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.


Notes


PLANNING ACTIVITY

Notes

WRAP UP

What is Smashing Service?

REMEMBER:

Have funBe creativeBring the best of YOULove every minute-ful

GOOD LUCK!


Notes

Standards & Cleanliness

POLISHED TO PERFECTION

Pass it onCatch the ball Say a word

CLEAN IS KEEN

Notes

STANDARDS & CLEANLINESS • CRUNCHTIME 21COLLEAGUE PARTICIPANT GUIDE

CRUNCHTIME • STANDARDS & CLEANLINESS COLLEAGUE PARTICIPANT GUIDE22

Notes

Obstacles

Remedies


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

SPOT THE HAZARDS

Practice the first P – Perception.

What should we be scanning for?


Where are the hazards?

Hazard 1

Notes


SHARPEN YOUR SENSES!

Look at each photo displayed and list as many hazards as you can find.

THE GAME

Where are the hazards?


Hazard 2

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


3. A or B?

4. A or B?

PHOTO A PHOTO B

PHOTO A PHOTO B


Notes


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.

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:



Notes

EPICAPPLES

The power of abundance

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

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

CRUNCHTIME • THE POWER OF ABUNDANCE COLLEAGUE PARTICIPANT GUIDE34

PERFECT POTATOES

AWESOME APPLES

Do Don’t

Do Don’t

THE POWER OF ABUNDANCE • CRUNCHTIME 35 COLLEAGUE PARTICIPANT GUIDE

GREAT GRAPES

Do Don’t


Notes

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


SUSTAIN YOUR CHANGE

THINK ABOUT IMPROVING CUSTOMER PERCEPTION THROUGH

IT’S CRUNCH TIME, THIS IS A CHANGE FROM THE CORE

SERVICE

Planning

ABUNDANCE

STANDARDS

WRAP UP

THE POWER OF ABUNDANCE • CRUNCHTIME 39 COLLEAGUE PARTICIPANT GUIDE

Planning

Media Zoo Learning & Development

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