Do you want to know how to improve retail sales? I read the excellent article “How To Increase Retail Sales KPIs: Ditch Being Passive” by Bob Phibbs. You should read it too.
Bob is correct. Far too many salespeople act like clerks. I blame this on the business for poor hiring choices and for not providing sufficient training. I also blame the employees for choosing to act like clerks.
Bob says, “Anyone can passively stand at a counter and ring people up…However, it takes someone with professional retail sales skills to read the customer, develop the relationship, and sell them a total package.”
You simply can’t afford to have clerks. You need superstar employees who are masters at customer service and sales.
Start by hiring right. Hire friendly people and train them. Yes, I said the word “train”. I can’t for the life of me figure out why anyone would have someone working in their retail store, or any business, without training them. Unless their goal is to lose customers and money, it does not make any sense, yet I experience it all the time as a customer.
As Bob says in his article, you need sales superstars who sell a profitable number of units per transaction. Add-ons are a must. Read Bob’s article and make the changes needed to your business.
Get rid of the clerks and replace them with people who care. Or if they have good people skills, a good attitude and want to learn, train them and keep them. Provide great training to build knowledge and confidence. Your business depends on it.
Learn more in my article “Suggestive selling techniques: Your retail store is not a museum“.
I’d love to hear your suggestions on how to improve retail sales.
Kirt Manecke is the author of the award-winning customer service and sales training books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Kirt’s book Smile: Sell More with Amazing Customer Service is featured in STORES magazine by the National Retail Federation. Learn how to improve retail sales and about Kirt on his website.