Home Furnishing & Retail Case: IKEA — Whole-Home Customization Sales & Live Streaming Skills Development
Project Overview
As one of the world’s leading furniture and home furnishing retailers, IKEA launched its Whole-Home Customization business locally to meet evolving customer needs. During the early stage of this new business, the organization identified a strong need for new service processes and enhanced sales capability to support effective customer engagement and conversion.
Prothink partnered with IKEA to design the end-to-end sales process for the whole-home customization business and to develop highly customized training programs for frontline sales teams. The focus was on proactive selling and live-streaming sales skills, ensuring rapid capability build-up aligned with business objectives.
The Challenge
How to quickly enable frontline teams to support a new business model through clear sales processes, practical selling skills and scalable learning solutions.
Our Approach
- Designed the full sales process for the whole-home customization business
- Developed tailored training programs aligned with each stage of the sales journey
- Designed realistic selling scenarios, wrote scripts and produced training videos
- Created facilitator manuals to support internal trainers in program roll-out
- Developed participant workbooks for learning reinforcement and follow-up
- Designed mystery shopper questionnaires to assess training application and effectiveness
- Delivered live-streaming training programs, enabling over 10 certified live-stream hosts
Learning Design
- Fully customized solutions precisely aligned with business goals
- Rich learning toolkits including videos, facilitator guides and participant manuals
- Easy-to-deploy design supporting rapid application at store level
Outcomes & Impact
- Successfully enabled the rapid launch and scaling of the new whole-home customization business
- Delivered more than 15 nationwide training sessions across IKEA stores, receiving strong positive feedback from frontline teams
- Established a sustainable internal training mechanism, allowing continuous iteration and improvement through Train-the-Trainer (TTT) programs