In my consulting company, we are often asked how firms can get immediate results in helping their retail operations or stores. The answer is there is no immediate quick-fix. However, there are things you can do to instill behaviors in your organization now that can begin to pay off almost immediately!
#1 – Position To Notice
Are you in a Position To Notice? What this means is are you there to help your customer? Many times managers and supervisors tend to work behind the scenes instead of being on the floor or in the trenches helping their team members. How fast can you be in front of a disgruntled customer? If it’s more than 1 minute, you’ve already lost the battle.
#2 – How Clean Is Your Location?
Walt Disney was instrumental in making sure that no one has to walk more than 20 paces to a trash can. You may think your customers don’t notice the burned out lights, the peeling paint or the dirty floors but you’re wrong. Too many times employees get used to their surroundings and tend to ignore the obvious. You should have a visual inspection of your location each day as if you were a customer. If it’s broken, burned-out, or dirty, FIX-IT!
Walt Disney was instrumental in making sure that no one has to walk more than 20 paces to a trash can. You may think your customers don’t notice the burned out lights, the peeling paint or the dirty floors but you’re wrong. Too many times employees get used to their surroundings and tend to ignore the obvious. You should have a visual inspection of your location each day as if you were a customer. If it’s broken, burned-out, or dirty, FIX-IT!
#3 – Greeting and Open Ended Questions
How do you, or your associates welcome your customers? Is it “Hey” or “Welcome! What Can I Do For You Today!?” Don’t ask “How Are You Doing?” That is a close-ended question that results in a one word response from your customer usually using the word “Fine”. This is the same with the oldie ‘Can I Help You Find Something?”. That one usually results in “No, Just Looking”. Re-phrase it to what the customer or guest is looking at. For example, they are in a toaster aisle. The associate would phrase the greeting/statement to “This toaster will toast everything from bagels to bread. Let me show you!” This is an open-ended statement that makes the customer interact. You can then assess their needs and begin a friendly interaction.
How do you, or your associates welcome your customers? Is it “Hey” or “Welcome! What Can I Do For You Today!?” Don’t ask “How Are You Doing?” That is a close-ended question that results in a one word response from your customer usually using the word “Fine”. This is the same with the oldie ‘Can I Help You Find Something?”. That one usually results in “No, Just Looking”. Re-phrase it to what the customer or guest is looking at. For example, they are in a toaster aisle. The associate would phrase the greeting/statement to “This toaster will toast everything from bagels to bread. Let me show you!” This is an open-ended statement that makes the customer interact. You can then assess their needs and begin a friendly interaction.
#4 – Add-On!
Many times we sell just the one item and we don’t offer additional items to compliment the purchase. When a customer is making a purchase, what else can you suggest as an add-on? If a customer isn’t offered a suggestion they will purchase one item over 90% of the time. However if a suggestion is made, that percentage decreases to less than 30%! Think of the additional revenue!
Many times we sell just the one item and we don’t offer additional items to compliment the purchase. When a customer is making a purchase, what else can you suggest as an add-on? If a customer isn’t offered a suggestion they will purchase one item over 90% of the time. However if a suggestion is made, that percentage decreases to less than 30%! Think of the additional revenue!
#5 – What You Sell Has Value!
With the current economic conditions, many times we think we need to mark everything down to try to sell it. This results in eroded margins and less money coming in. There’s nothing wrong with offering occasional promotions, but don’t get sucked into marking everything down all the time. You begin to run the risk of de-valuing your products! If your widget is worth $29 then stand behind it and sell the value of it! If you mark it down to $19 then it may begin to be perceived as cheap and not of value!
While these are not the end all, be all to every business. You will be surprised how you can instill these behaviors into your location and begin to see almost immediate results!
With the current economic conditions, many times we think we need to mark everything down to try to sell it. This results in eroded margins and less money coming in. There’s nothing wrong with offering occasional promotions, but don’t get sucked into marking everything down all the time. You begin to run the risk of de-valuing your products! If your widget is worth $29 then stand behind it and sell the value of it! If you mark it down to $19 then it may begin to be perceived as cheap and not of value!
While these are not the end all, be all to every business. You will be surprised how you can instill these behaviors into your location and begin to see almost immediate results!
For additional assistance in your business contact me directly! I have over 20 years of out-of-the-box retail thinking to make your business flourish!
Keep Moving Forward!
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