Category Archives: Terrific Retail Insights

Be a Director of Next Impressions

Here’s a quiz question for you. Question: Out of the many visual stimuli in your retail store, the product packaging, the displays, the layout, the signage, what will customers spend most time looking at and what (mostly subconsciously) will make the most impression on them in your store? Answer: You and your colleagues. Our eyes…
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Do you think that customer will come back?

Here’s a question for your team that will identify your chances of survival and success in the next couple of years. What is your purpose when you serve a customer? How will your frontline team answer this question?  Picture them, will they say: To ensure the customers buy all they want and need. To process…
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What to say when there’s a delay

Here is a simple tip that can make life a lot easier for your front line people during peak periods and whenever there are long delays for your customers. Don’t spend all day saying “Sorry.” Instead, spend all day saying “Thank you.” You’ll be amazed at the difference it makes – “Thank you for your…
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Men and Christmas

It’s that time of year again. As retail staff put on their reindeer antlers and prepare for the Christmas rush, spare a thought for that disadvantaged creature…the male shopper. No, this isn’t a joke. It’s been scientifically proven! A psychologist carrying out some research on behalf of an English shopping centre came up with some…
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Practice dealing with Christmas negativity

It’s starting already isn’t it, the negative comments about anything to do with Christmas?  ‘Christmas is far too commercial’, ‘I’ll be glad when Christmas is over’, ‘I hate shopping at Christmas’.  Take the time to discuss as a team that negative customer comments are OK.  They are a normal part of life in retailing... especially…
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Sharpen your skills with mini-role plays

Role Playing is the most effective and efficient way to reinforce selling skills and build an on-going sales culture amongst your team. Here you can access some free resources to help you get this underway. Click here to access a 5-minute video in which I explain how to run effective role plays. To receive a 1-page…
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Focus on improving selling skills NOW

Your sales team must have the ability to handle multiple sales during the busy season and maximise selling opportunities. Their skills should be sharpened well before the onslaught of Christmas shoppers come through your door. Positive customer relationships are built when floor traffic is manageable. There is far more opportunity to determine needs, trade up and create…
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Brand recognition – ensuring a smooth transition

In a recent article about Australian hardware category killer Bunnings takeover of ailing UK hardware chain, Homebase, I mentioned that retail analysts have questioned why parent company, Wesfarmers are rebranding the 260 store chain ‘Bunnings’. This is because only about one in 10 people in the UK are aware that Bunnings is a hardware retailer.…
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A moderately infectious virus?

Bunnings is a household name in Australia and New Zealand but in Britain apparently only about one in 10 people are aware that it is a hardware retailer. According to Morgan Stanley Research, the same proportion think it is either a town in New Zealand, a yoga position, a diet or a moderately infectious virus.…
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Phone calls that show customers you care

As mentioned in the ‘In retail, then pick up the phone’ blog post on 14 September, people don’t like sales calls, so retailers working the phones are best doing so as a way of showing customers that they care.  This will be rewarded.  Certainly, the phone can be used to invite customers to special events,…
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