5 Ways to Grow a Culture of Customer Loyalty
In a previous article on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment?
Archive for the ‘sales’ CategoryDoes Sales Training for Retail Make Sense? Part 2July 21st, 2010 by Seth BricknerDoes Sales Training for Retail Make Sense? Part 1July 20th, 2010 by Seth BricknerA long held belief in the retail industry is that it doesn’t make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: (more…) Who Holds the Key to Performance Change in Your Organization?July 14th, 2010 by Monica PostellI’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called “Manager: The Forgotten Training Partner.” I had to laugh when she described a “typical scenario” about a manager approaching learning and development for help with some training. After the “usual discussions about outcomes” the L&D person suggested a training plan to which the manager replied, “Can you do it in less time?” Hey, that happened to me! I cringed in recognition when she suggested that the real message behind that question was something closer to “Can’t we just get it over with?” I can’t blame a manager for saying that. Time is precious and if I don’t understand the value of something I’m unlikely to lend my support or give up my time (at least not without a lot of whining and excuses) to participate. Total Service Through Cross-Selling: A Brief HistoryJuly 8th, 2010 by Seth BricknerApproximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately from home printers. That was standard practice. Here’s how it worked: Preparing for the Outbound CallMay 19th, 2010 by Seth Brickner“Hello?” We get a call from an unrecognized number, and our response is often a “hello” that’s not spoken as a greeting but rather posed as a question, as in “Hello - who’s this?” or “Hello - what do you want?” We don’t know what the caller wants or what we’ll say next; there’s no way to prepare for that. Five Tips to Improve Service for Your CustomersApril 28th, 2010 by Monica Postell“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? Why Buy if They’re Not Selling?January 15th, 2010 by Vasudha DemingYears ago, a mentor told me that she never buys from someone who doesn’t ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered my confidence; the notion of “asking for the sale” seemed to indicate competence and expertise. It has informed my selling—and buying—ever since. Cutting-Edge Sales TrainingOctober 16th, 2009 by Peggy CarlawLast week, a Fortune 500 company asked us for our perception of the latest, cutting-edge selling techniques and how we incorporate them into our sales training. The Elusive, Morphing, Meandering Nature of “Value”September 2nd, 2009 by Vasudha DemingThis is not the story of the man who started with a red paperclip and—through a series of barter exchanges—ended with a two-story house, although that’s the story that got me thinking about this blog post. The Experience Is the Brand (Part 2)August 7th, 2009 by Malcolm CarlawHow many referrals have you been getting lately? Referrals are a good indicator that your customer is having a very good or excellent experience. There’s good research indicating that investing in your customers experience is worth the effort. So what should you do?       |
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