Category Archives: Terrific Retail Insights

Is product knowledge wasted effort in your store?

In retail you spend a lot of time developing product knowledge. It can be your edge over the big guys. Yet product knowledge is useless until you create comfortable conversations with customers.It is only then that you can put this knowledge to good use. Two areas that do this better than most are pharmacy and…
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Learn about service from the dominant retailers

Large stores continue to become more dominant in most parts of the world. This isn’t just because of their lower prices, ‘everything under one roof’ convenience and increased accessibility via extended trading hours; their merchandising and overall store presentation is often far better planned and presented than many small stores. What about their service?Well, there…
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I notice because I care

How often each day do you redirect the conversation with, “I noticed...”? For example, “I noticed you over at our Vitamins section earlier. Looks like you weren’t able to locate what you were after.” Then pause and see how they react. Your attentiveness could turn this into an additional sale and a happier customer. The…
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This goes with that at…

If you are from Australia you’ll have no trouble filling in the missing word – Sussans. Which is amazing, because it’s at least five years since Sussan the ladies clothing chain last used it in their advertising, probably longer. They owned this wonderful phrase – the best there is in merchandising; the ideal philosophy to…
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Solving the Retail Post-Christmas Blues – Part Two

In the earlier ‘Are your stores suffering the post-Christmas blues?’ posting I shared the dilemma of a retail clothing store manager. She didn’t have any influence on the advertising for the company. She felt helpless and was at a loss about what to do. I included my key suggestion and asked for your thoughts on…
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Are your stores suffering the post-Christmas blues?

Picture this situation, it’s being replayed in many shopping centres and shopping strip locations including some near you. It’s a ladies clothing store, part of a multi-store operation. In the interests of confidentiality I won’t discuss weekly sales or gross margins targets but I can safely share the expected average sale of $77 and 1.7…
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Love Leaves

Here is a story to get your creative juices flowing. Retail author and UK marketing specialist Martin Butler www.martin-butler.com in his terrific book ‘The Art of Being Chosen’ tells the story of a friend of his who made a fortune in the cut-flower retail business, eventually supplying London’s largest and chicest companies. He started selling…
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Add-on Selling – A Garden Centre Example

Add on selling, companion selling, related selling, suggestive selling. No matter what name we give to it, it works. I was reminded of this not long ago when my colleague, Jan Collins, was doing some training for a group of garden centres. Jan had the challenging task of improving the sales skills of this successful…
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Supermarket Shopping Behaviour

Here are some of the main findings from Herb Sorensen’s book ‘Inside the Mind of the Shopper’. 1. Focus on the short trip For supermarkets around the world, half of all shopping trips result in the purchase of five or fewer items, with one being the most common. These short trips typically account for one-third…
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“Coke and Fries” leave a sour taste

Having done more to assist Coles and Woolworths to break into pharmacy in Australia than any PR campaign the big two could ever have mounted, the Pharmacy Guild’s botched deal with Blackmores in late 2011 is having more immediate repercussions. These are likely to cause further pain well beyond pharmacy to other areas of the…
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