Luxury Coaching Session Checklist
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About this luxury coaching checklist
Coaching on the shop floor should feel calm, consistent, and worth everyone’s time. This luxury coaching session checklist gives managers a repeatable structure to agree the focus, review evidence, practise one skill, and confirm clear commitments.
It keeps coaching measurable without making it robotic — so you stop guessing what “good” looks like and start knowing what changed after the conversation.
What this luxury coaching session checklist covers
- Session setup: a clear goal, a shared definition of success, and a realistic time box
- Evidence review: what happened, which brand standard it links to, and the single biggest gap to close
- Skill practice: role-play prompts for discovery, storytelling, objection handling, and closing language
- Confidence and commitments: a quick confidence check, actions with owners, and a date to re-observe
Why this structure works in luxury retail
Luxury standards live in small moments: the first impression, the quality of questions, the pace of the interaction, and the confidence of the close. When coaching is informal or inconsistent, you get informal and inconsistent performance.
This checklist keeps coaching focused on observable behaviours and repeatable language. That means you can build capability while protecting the client experience — even when different managers coach in different ways.
How to use it (10–20 minutes)
- Pick one focus (not five). Agree what “good” looks like in 2–3 behaviours.
- Use evidence. Keep it factual, then agree the one gap that matters most.
- Practise the moment. Role-play the exact scenario likely to happen today, and write down the best phrasing.
- Lock in actions. Capture 1–3 actions, who owns them, and when you will re-observe on the floor.
Make coaching measurable in Ocasta
Run this checklist in Ocasta to keep coaching consistent across locations, capture actions in the moment, and create a simple record of what was coached, what changed, and what still needs reinforcement.
Disclaimer: This checklist is for general guidance only and does not constitute legal, regulatory, health and safety, or professional advice. You are responsible for ensuring compliance with applicable laws, standards, and internal policies.
Included questions
Here's what's included in this luxury coaching checklist:
Session setup and purpose (6)
Start with clarity — what are we improving, and what does ‘good’ look like in your brand standards?
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Text
Session date and time
Add the date, time, and location (shop floor, back office, client area).
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Person
Coach (manager) name
Who is leading the coaching session?
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Person
Colleague being coached
Who is the session for?
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Dropdown
What is the focus for this session?
Pick one focus to keep it tight and measurable.
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Text
What does ‘good’ look like today?
Write 2–3 observable behaviours (for example: asks two open discovery questions; confirms budget or occasion; offers a clear next step).
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Yes/No
Have you agreed the time box for the session?
Aim for 10–20 minutes. Keep it focused so it happens consistently.
Review evidence and agree the gap (5)
Use real examples — not opinions. Agree what happened, why it matters, and what to change next time.
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Dropdown
What evidence are you using?
Choose the most relevant source for this session.
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Text
Evidence summary (facts, not judgement)
Example: ‘Asked one closed question, showed two items, no clear next step offered.’
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Text
Which brand standard does this relate to?
Reference the specific service standard, behaviour, or expected client experience.
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Vibe
How does the colleague feel it went?
Let them reflect first. Then compare to the evidence.
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Text
What is the single biggest gap to close?
Keep it to one. If there are multiple issues, pick the one that will make the biggest difference.
Practise the skill with role-play prompts (7)
Make it practical. Practise the exact moment that needs to change, using language that fits your brand.
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Dropdown
Choose a role-play scenario
Pick the scenario most likely to happen on the floor today.
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Yes/No
Have you practised at least two discovery questions?
Examples to try: ‘What brings you in today?’ ‘Who is it for?’ ‘When do you need it by?’ ‘What do you love about your current piece?’
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Text
Which discovery questions did you use (write them out)?
Write the exact wording so it can be repeated consistently.
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Yes/No
Have you practised a short product story that links to the client’s need?
Aim for 20–30 seconds: feature → meaning → benefit for this client.
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Yes/No
Have you practised handling one objection calmly?
Choose one: price, timing, comparison, uncertainty, ‘I’m just looking’.
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Yes/No
Have you practised closing language and a clear next step?
Examples to try: ‘Shall we try this on so you can feel the difference?’ ‘Would you like to reserve this while you decide?’ ‘Shall we book a time to come back and compare options?’
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Text
Write the exact next-step phrase you want repeated on the floor
Make it sound natural for the colleague, while staying on brand.
Confidence check and commitments (7)
Stop guessing. Make the outcome measurable: confidence, actions, owners, and a date to re-observe.
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Number
Confidence before practice (0–10)
0 = not confident, 10 = fully confident.
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Number
Confidence after practice (0–10)
If it did not increase, ask: what is still unclear or uncomfortable?
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Text
Actions agreed (what will happen next?)
List 1–3 actions. Keep them specific and observable (for example: ‘Ask two open questions before showing product’).
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Person
Action owner
Who is responsible for the actions being completed (usually the colleague)?
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Text
Manager support (what will you do to reinforce it?)
Example: ‘Prompt once per shift’, ‘Model the phrasing’, ‘Run a 5-minute role-play tomorrow’.
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Text
Date to re-observe
Add the next date you will watch for the behaviour in a real interaction.
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Signature
Session sign-off
Confirm you both agree the focus, actions, and re-observation date.