Encourage every
associate to practice
add-on selling
23
Are your windows set to sell? Window displays need to be refreshed as necessary and
set to a new theme on a monthly basis.
24
34
Each morning create a checklist that
outlines tasks that must be completed by
the day crew
YOUR TEAM
Have associates carry product you don’t
want customers to miss (or that you just
can’t seem to move). After a little schmooze
time, the associate can talk with the cus-
tomer about the item.
25
Each afternoon create a store closing
checklist of things the closing team must
accomplish before they leave for the night
29
35
26
Hold a new hire orientation for each new
associate. Let them know what’s expected
and give them an assignment they can easily accomplish on the first day to boost
their on-the-job self-esteem.
Set a daily sales quota for each person. If
it’s not written down, it’s not a goal. Your
people will perform better if they know
what’s expected of them.
30
Encourage every associate to practice add-on selling. Ethically adding on to the sale
actually strengthens customer relationships because it saves them time and
money. If they forget a key item and have
to come back, they aren’t going to be very
happy about it.
Implement the “Seven Tile Rule”: Each
time an associate comes within seven floor
tiles – or seven feet – of a customer they
must acknowledge them.
31
Don’t react to customer questions.
Respond. When you react you tend to give
a short, unfocused answer. But when you
respond, you look them in the eye and really engage them in conversation.
Make time each day to quietly
observe your customers. This daily
exercise will help you come up
with new ways to ramp up the
customer experience.
32
Associates must also do a daily 360-degree
pass-by. They need to know the products
they sell and where they’re located in the
store. Associates should also memorize the
prices and locations of key items.
Do a monthly add-on selling
exercise. Hold up an item and ask
associates to shout out comple-
mentary items they could add on
to the original item. If they can’t
come up with a complementary
add-on they can always suggest a
sale or value-priced item.
33
28
Host one major in-store event and two to
three minor in-store events each month.
Major events fill the store with shoppers;
minor events limit the amount of participants and include demos and classes.
Unless the customer looks like they need
help, never ask, “May I help you?” Talk
about the customer’s kids, the weather or
local news – the best opening lines have
nothing to do with the store. Schmooze a
little before you talk about product.
37
Each month ask associates to write three
things they could do to exceed customer
expectations. Implement their suggestions.
