Refuse a refund outside policy at the till
The queue is growing. The customer is filming.
Solutions · Retail
Retail staff training with voice roleplay
The shop floor, the till and the peak season.
Harco is a retail staff training tool where associates and store managers practise refunds outside policy, recommending the right product, peak-season briefings and hard talks out loud before they happen in store.
The conversations your teams rehearse
Real retail moments, built from your own documents.
Recommend the premium option without pushing
The customer asked for the cheapest. It won’t do the job.
Brief a new store team before peak season
Half of them started this week.
Talk to an associate about repeated lateness
Third time this month, and a childcare problem.
Who uses Harco in retail
Shop floor
Sales associatesPersonal shoppersDepartment specialistsSeasonal staff
Customer service
CashiersCustomer service deskReturns deskContact-centre agents
Management
Store managersAssistant managersArea managersShift supervisors
People & HR
Store HR partnersOnboarding & L&D teams
How it works
- 1
Pick the situation
Start from your own documents, scripts or a ready-made scenario.
- 2
Have the conversation
Out loud, with a Character who reacts like the real person.
- 3
Get the debrief
What landed, and the one thing to change next time.
Why practice matters in retail
60%+
yearly turnover among frontline retail workers, for a long time.
63%
of frontline retail managers were thinking about quitting, vs 36% of non-managers.
40%
of a frontline worker's salary: Gallup's estimate of the cost of replacing them.
Questions and answers
Which retail conversations can staff practise?
Refusing a refund outside policy, recommending the premium option without pushing, briefing a new team before peak season and talking to an associate about repeated lateness.
Is it quick enough for store teams?
Yes. A moment takes about 5 to 10 minutes and works on a phone.
Can it follow our return policy and brand tone?
Yes. Add your policies and tone of voice in Harco's Studio and the moments use them.
Does it work for onboarding seasonal staff?
Yes. Assign a short thread of moments so every new associate has rehearsed the common hard situations before their first shift.
In which languages?
English, French, Spanish, German, Italian, Portuguese and Dutch.
Related
By team in retail
Get your retail teams ready.
See Harco on your own documents, in 30 minutes.