Maison Aurelia (fictional) · Italy · Retail skill ledger

Executive summary · the numbers to read first Pilot result · week 8 of 8

Training volume
per advisor / week

5.1sess

Under 4 min, between appointments

Boutique-director hours
saved / week

11h

vs. live one-to-one coaching

New-hire ramp
to floor-ready

24d

38 days historically. 37% faster.

Composite skill gain
W1 to W8

+25pts

46 to 71 across the 5 skills

Voluntary
engagement

94%

8 of 8 advisors active, new hire included

CRM capture rate,
trained advisors

83%

69% at W1, +14 pts. Mapped to POS by advisor.

The finding · week 8

Your advisors already sell. In eight weeks they learned to curate: cultural storytelling rose +32 points, the largest gain on the ledger. The remaining leak sits after the close: 17% of sales still enter no client record.

Across 315 sessions, the team rebuilt how it converses. At week 1, three cultural openings in four were answered with product facts; by week 8, 76% are handled in full. Two leaks remain, both trainable: the single-piece ticket (moment 04, 57% handled) and the data-capture moment at checkout (moment 05, where 18% of buyers still leave unrecorded).

Clienteling capture & follow-up · primary index of the ledger

69%

→

83%

+14 pts

Share of eligible sales where the client enters the CRM with consent and a follow-up logged. Target 90% by week 12.

01 The Record · the skill ledger

One row per advisor, one column per skill. Every score is built from simulated client encounters: the individualized, always-current measure of what each advisor can do on the floor.

The 5 selling skills · luxury clienteling model Week 1 vs week 8 · team

Cultural & heritage storytelling

W1 42 · W8 74

+32

Client discovery

W1 57 · W8 78

+21

Objection & hesitation

W1 54 · W8 76

+22

Cross-category

W1 43 · W8 63

+20

Clienteling & follow-up

W1 32 · W8 62

+30

Baseline W1 Level W8

Situation map · 5 moments on the floor Week 8 · outcome split

01 GIFT WITH MEANING "She just got into architecture school in Milan. Something meaningful, not just expensive."

+33vs W1

02 ICON FATIGUE "The Meridiana is everywhere now. Tell me why it isn't just a logo."

+26vs W1

03 JUST LOOKING "I'm just looking while my husband parks."

+20vs W1

04 SINGLE PIECE "Just the ring today, thank you."

+18vs W1

05 DATA CAPTURE "I'd rather not leave my details."

+24vs W1

Handled Deflected Lost (client leaves)

Skill heatmap · 8 advisors × 5 skills The darker the cell, the higher the score

	STORY.	DISC.	OBJ.	CROSS-CAT.	CLIENT.	COMPOSITE
#A03	91	87	83	78	76	83
#A01	86	83	79	72	72	78
#A07	82	78	82	66	70	76
#A05	80	78	74	58	65	71
#A02	74	81	78	60	57	70
#A06	62	79	76	71	62	70
#A04	60	71	69	52	48	60
#A08new hire	55	66	70	48	46	57

< 50 50–60 60–70 70–80 ≥ 80

Advisor records · 8 of 8 Anonymized IDs · click for the individual record

#A01Established · 7 yrs

#A07Established · 2 yrs

#A05Established · 3 yrs

#A02Established · 4 yrs

#A06Established · 6 yrs

#A04Established · 5 yrs

Team map · storytelling × cross-category 8 advisors · the operational zone

Established advisor New hire · wk 3 Operational zone (Story ≥ 65, Cross ≥ 65)

Reading the record What the ledger shows in one glance

The pattern · the story lands, the basket lags#A05 · #A02

#A05 tells the brand beautifully (storytelling 80) yet sells one piece at a time (cross-category 58). #A02 is the same profile: 74 on story, 60 on the second piece, 57 on follow-up. The conversation wins; the basket and the record do not yet follow. Both are one rehearsed bridge away from the operational zone.

The new hire · #A08joined wk 3

Floor-ready at composite 57 in 24 days against 38 historically, at the highest practice rhythm on the team (5.9/wk). Cross-category (48) is the expected gap at this stage, and it is already on the coaching queue.

02 The Workflow · the coaching queue

From each record, the single highest-leverage move for the week: one skill, one rehearsed line, one projected outcome. This is the boutique director's worklist.

Two moments at the counter, word for word 2 of 315 sessions

Missed · the sale closes, the relationship doesn'tSession 96 · W3

Client"It's a gift. Just the bracelet, thank you."

Advisor"Of course. That's €3,150. Shall I wrap it?"

Sale closed, client never recorded. A gift buyer with a date worth remembering, invisible to the CRM. No note, no follow-up, no second visit.

Caught · a cultural opening, curatedSession 287 · W7

Client"She's moving to Milan for architecture school. I want something she'd actually understand."

Advisor"Then she should know the Selciato: the motif comes from the travertine joints in Roman pavements. She'll walk past them every day and think of you."

Two pieces, one story, one record. Ticket €7,400, client captured with consent, the graduation date logged for follow-up.

The coaching queue · this week One action per advisor

Advisor	Priority skill	Recommended action	Projected
#A04	Clienteling 48leak	Re-play the consent-at-checkout script 3×/day: "May I note the date, so we remember it for you next year?"	capture +16
#A08	Cross-cat. 48ramp	Two pairing scenarios per shift. One rehearsed bridge: "The matching band sits beautifully next to it."	cross-cat +10
#A02	Clienteling 57	Log the follow-up note before closing the ticket. Habit, not skill.	capture +9
#A05	Cross-cat. 58	Pair every ring with one second piece in the scenario. 7 points from the operational zone.	ticket +€380
#A06	Storytelling 62	One heritage scenario per day. Open with the piece's Roman source, not the price.	story +8
#A07	Cross-cat. 66	Just over the bar. One watch-and-jewel pairing scenario per week to consolidate.	cross-cat +5
#A01	Clienteling 72	Strong record. Rehearse the anniversary follow-up call to turn records into return visits.	repeat +1/mo
#A03	Benchmark 83	Record two reference sessions for the team library: what a curator sounds like at the Maison.	team story +3

Note. The queue regenerates each week from the record. The boutique director assigns; nothing is automated against the advisor.

Three next moves · week 8 toward the Italy network Ranked by commercial impact · Retail Excellence chooses the order

Close the after-sale leak

The largest lever. Two new scenarios on capture at checkout, plus the occasion line: "May I note the date?". Every advisor, every shift, for three weeks.

Capture rate projected+7 pts

Onboard the autumn intake via Prestance

24 days to floor-ready vs 38 historically. Target 20 days for the autumn intake, without adding a single hour to the boutique director's load.

Autumn intake ramp20 days

Extend to the Italian network

Milan Montenapoleone, Florence Tornabuoni and Venice San Marco. Same five skills, same measure. A comparative read across registers: Roman flagship clientele vs tourist-heavy traffic.

Italy networkQ4 2026

03 The Intelligence · skill mapped to money

Each advisor's simulated skill, matched to their real basket at POS, so Retail Excellence can see, not assume, what skill is worth.

Average basket by skill quadrant Matched to POS, per advisor · week 8 · store average €3,800

Lower-left ·
Story < 65 and Cross < 65

€2,350

2 advisors · single piece, no story

Lower-right ·
Story ≥ 65, Cross < 65

€3,400

2 advisors · the story lands, the basket stays single

Upper-left ·
Story < 65, Cross ≥ 65

€3,950

1 advisor · pairs well, thinner brand story

Upper-right ·
Both ≥ 65 · operational

€5,150

3 advisors · +36% vs store average

Reading. Basket is matched to skill, per advisor. €5,150 in the operational zone against €2,350 in the lower-left, a 2.2× spread driven by two trainable skills. The boutique director sees the quadrant; HQ sees only aggregates. No automated HR action.

Skill composite ↔ average basket

r = 0.74

Across 8 advisors. Operational-zone advisors run a 2.2× basket vs the lower-left.

Clienteling skill ↔ CRM capture rate

+6 pts

Capture rate gained per 10-point rise in the clienteling score. The leak is a skill, and it pays.

Storytelling ↔ multi-category tickets

12% → 26%

Share of tickets carrying a second category, lower-half vs upper-half storytellers. Same floor, same traffic.

GDPR-compliant · No automated HR decisions. Skill data is coaching material, never an evaluation input. The boutique director sees individual records; HQ and the market see only aggregates. Each advisor consents to participate and may export or delete their sessions at any time, per the EU General Data Protection Regulation.

GDPR · Italy

The retail skill ledger / Italy pilot · week 8

Your advisors already sell. In eight weeks they learned to curate: cultural storytelling rose +32 points, the largest gain on the ledger. The remaining leak sits after the close: 17% of sales still enter no client record.