How to tailor a sales team as precisely as a Seroussi suit, the story of a transformation with real impact
Customers rarely remember every detail of a product, but they never forget how it made them feel.
For a brand like Seroussi, which sells elegance and refinement, the showroom experience must be just as memorable as a perfectly tailored suit. To make this happen consistently, it takes more than premium products, it requires a team that deeply understands the customer and knows how to turn every interaction into a personalized experience.
Context: A Brand That Promises More Than Impeccable Outfits
Seroussi doesn’t just sell clothes, it sells a state of mind, an attitude, a form of self-respect. Its suits, jackets, and shirts are expressions of refined tailoring, carefully selected materials, and obsessive attention to detail. But in the premium fashion world, where product quality is already a given, the real difference is made beyond the hanger – in human interaction.
Today’s Seroussi customer isn’t just looking for a well-made product. They seek an experience: to be greeted naturally, understood without being overwhelmed, guided with refinement, and supported in making a decision that reflects their identity. And this experience doesn’t happen by chance – it needs to be designed, calibrated, and delivered consistently across all showrooms.
Fully aware of this and determined to offer a complete and coherent brand experience at every touchpoint, Seroussi partnered with UpVenta in a strategic collaboration that combined real-life diagnosis (via mystery shopping audit) with tactical intervention (through operational training for the sales teams).
The Challenge: When the Product Is Premium, but the Interaction Needs Fine-Tuning
If customers interact with the Seroussi brand on a human level inside showrooms, then that interaction must be as finely crafted as the suits being tried on. However, on-the-ground reality revealed that the customer experience wasn’t consistent, and it was precisely this inconsistency that triggered the strategic intervention.
The CX audit conducted by UpVenta through mystery shopping visits revealed details not visible at first glance. On paper, all teams had the same objectives, the same products, and the same brand standards. But in practice, customer experiences varied from one location to another, influenced by each advisor’s individual style, confidence level, and ability to quickly adapt to the customer’s profile.
Two key issues emerged from the real interaction analysis:
- Inconsistent relationship quality with customers: In some stores, clients felt listened to, guided, and respected. In others, the interaction lacked personality, breaking away from the brand promise.
- Difficulty adapting sales style to different customer types: A determined client needs a different approach than someone exploring. Yet, reactions were often the same regardless of client behavior, signaling a lack of understanding of diverse buying styles.
Consequences? Not just missed sales opportunities, but a greater risk: erosion of brand perception. And for a premium brand like Seroussi, this risk contradicts its promise of excellence.
The UpVenta Solution: Audit + Training = A Complete Learning & Transformation Loop
Once the field challenges were clear, the next step wasn’t just to deliver a training session, but to design a meaningful intervention that would transform audit findings into concrete actions aligned with real-world contexts. UpVenta created a personalized training program to address the actual needs of showroom teams and align individual performance with Seroussi’s brand standards.
To ensure active participation from teams across the national network, sessions were held in two strategic hubs – Bucharest and Odorheiu Secuiesc – providing an accessible and effective learning environment.
Training structure:
- Understanding customer typologies: Every sale starts by recognizing the customer type; they are decisive, curious, hesitant, or demanding? Participants learned to read non-verbal cues, adapt their tone, and recommend products based on the buyer’s personality, not just their stated needs.
- Consultative, personalized selling: The traditional product pitch was replaced with a new approach, focusing on the advisor’s role in uncovering true needs and translating product features into meaningful personal benefits. It’s not “selling a jacket,” but “offering a choice that supports your lifestyle and confidence.”
- Realistic simulations & personalized feedback: Theory came to life through role-plays based on real in-store scenarios. Each participant received constructive feedback with clear examples of what works and what could improve.
- Reflecting on personal sales style: Rather than imposing a “one-size-fits-all” script, consultants were encouraged to discover and refine the interaction style that suited them best, making authenticity an ally of performance.
Results: Visible Impact in Showrooms – in Attitude and Sales
The effects were quickly noticeable in the teams’ energy and approach. Change didn’t come as an imposed wave but as a new clarity in day-to-day work and client relationships.
- Teams gained a deeper understanding of premium customer expectations, allowing them to approach conversations with more empathy and precision.
- Confidence in their own advisory and adaptability skills increased, leading to smoother, more natural interactions.
- Local managers received valuable insights, helping them refine their coaching and team support approaches.
- Customers felt the difference: feedback indicated a significant improvement in how they were listened to, understood, and guided toward the right product.
A High-Impact Training Starts from Reality, Not Theory
Many training programs promise transformation, but few deliver it. Why? Because too many are built around theory, not around reality.
In Seroussi’s case, the winning formula was practical and honest: first, the mystery shopping audit provided a clear X-ray of real interactions – no polishing, no assumptions. Then, based on this analysis, the training became what it should be: not a general lesson, but a tactical intervention tailored to what happens in-store.
This approach not only generates results but also builds engagement. Because people truly learn and apply when they recognize their daily experiences in the training room.
The UpVenta Approach: No Universal Templates, Only Solutions Tailored to Your Brand DNA
At UpVenta, we don’t deliver “standard trainings,” nor do we rely on theoretical content hoping it will stick. We start with field observation, identify what truly matters for your customers, and build strategies accordingly.
Whether it’s:
- Customer experience audits performed with rigor and objectivity,
- Interactive, operational training based on real-life situations,
- Or sales guides and tools tailored to each team,
… our goal remains the same: to generate measurable, sustainable performance.
In Conclusion:
📌 Premium experiences start in the showroom – not on the price tag.
📌 Mystery shopping audits + applied training = a formula for real, lasting transformation.
📌 Seroussi made a smart investment – not just in people, but in how people become the most authentic ambassadors of the brand.
If you want your customers to feel the value of your brand, not just see it, let’s talk!