Instead of focusing on closing Don’t Neglect Employee quickly, your retail salespeople should focus on how they can add value to the shopping experience . Your role as a manager should be to provide your team with the training they need to achieve this.
Also consider what the in-store shopping experience offers compared to online. The tangible nature of trying on clothes, handling products, and comparing the plethora of options in person are all things that are much more difficult, if not impossible, to do online. Focus your retail training on these types of experiences and watch your sales skyrocket.
Customer Service Training in Retail
Customer service and sales share zfrance phone number list more similarities than many realize. Ultimately, both parties are trying to satisfy customer needs. And when done carefully, customer service often feels like a softer form of selling.
When dealing with disgruntled or upset customers, it’s important to remember that the same paradigm shift that’s occurred in sales is also affecting customer service. It’s easy for customers to see if others are experiencing the same problems. The same goes for finding possible solutions. With this in mind, your team’s behavior and how they handle difficult situations is your only real differentiator from your competitors.
The ultimate goal of customer service training is to help your team maintain a positive attitude when dealing with angry customers, while doing everything in their power to ensure customers leave happier than they walked in. With this in mind, you should focus the majority of your efforts on putting your staff in the right position .
Written or video training materials can serve as a foundation, but nothing replaces role-playing and real-life scenarios for learning how to handle difficult customers.
Learn more — In-store sales: 4 techniques to reliably decipher your customers’ needs (and how to react)
Product knowledge
Essential for your sales and customer how seo helps inbusiness service staff, knowledge of a specific product can set you apart from the competition while increasing customer satisfaction. Additionally, positioning yourself as a category expert, and ensuring it, can boost your brand’s reputation.
Discover some of the most effective ways to ensure your team has top-notch product knowledge.
Allow your employees to take away and use products so they can see how they fit into their daily lives.
Many manufacturers offer training videos, data sheets, and other information your team can study.
Organize role-playing sessions where your team’s product knowledge is tested.
Organize contests (with prizes) where your employees are pitted against each other in a product knowledge test.
Product knowledge training Don’t Neglect Employee can feel a lot like school. It’s not necessarily the most fun way to pass the time. The solution is to make it a game or tie it to something important, like sales performance, to gain the buy-in needed for its effectiveness.
Don’t: Forget about regular employee monitoring and evaluations.
Setting clear expectations and communicating them to your staff is essential to effectively training your employees and building relationships with them.
Make sure to establish:
Specific objectives
The deadlines for achieving these objectives
Regular informal check-ins to monitor performance
Formal evaluations to review overall performance, manager evaluations and compensation.
Regularly sharing employee performance details is a great way to give new hires a clear idea of how they’re doing their jobs, and where they can improve.
Regular staff check-ins are gradually becoming the norm, as companies opt for more frequent and informal appraisals that allow for regular feedback, rather than a single annual review. Regular feedback is a great opportunity to reinforce employee appreciation by recognizing improvements and achievements.
Tips for monitoring employee and newcomer performance:
Use a cash register system to create staff and sales reports
Collect feedback from managers and employees
Collect customer feedback
Customers are a great resource to help chine directory you develop employee reviews. Knowing what customers think about the people who represent your company is extremely helpful in improving employee management and training.
Here are some helpful tips for collecting customer feedback:
Customer satisfaction surveys : Incorporate customer surveys into your email marketing strategy. These surveys will help you understand what your customers like, dislike, or would like to see improved when it comes to employee interaction and overall support.
Online reviews : Encourage customers to leave online reviews through sites like Google or Facebook, and check them regularly.
In-store reviews : Take the time to talk with your customers! Not all customers like to write long online reviews, so be sure to interact with your customers and ask them questions about their experience. Tip: Display review cards in your store!
Don’t Neglect Employee Training for Your Retail Business
Employees are the face of your business .
By providing them with the right tools and training, you enable them to perform at their best from day one. Think of training as an investment in the future of your business.
If you truly invest in your employees and inspire them to share your passion, they will come to work every day, ready and excited to give their best; they will share this enthusiasm not only with your customers, but will also have an impact on the motivation of their colleagues.
If you’d like to find out how POS software like Lightspeed Retail can help support your staff training, please contact us .
