Learn from Mistakes

A few weeks ago I was asked to speak at a conference to a group of retailers who wanted to learn about improving their Customer Experience (CX). On the way home I was tired and hungry and rushing for a

Read More »

“Cherry Picking” Season Is Over

It’s common knowledge that the furniture shopping experience has changed over the past several years. Not long ago furniture salespeople practiced the fine art of “cherry picking.” There were crowds of interested shoppers and the salesperson got to decide which

Read More »

Don’t Assume Your Folks Are Selling the Right Way

Several months ago, I showed our training programs to a potential customer.  I decided to show this potential customer our lesson on handling “I’m Just Looking” customers.  As many of you know, we teach 4 steps to helping folks who

Read More »

Objections or Opportunities

How familiar are you with this dialogue? Potential Customer: “I really like that sofa, but man, I just don’t know if I want to pay that much right now.” Salesperson: “Ya, I have a couple of sofas that are less expensive. Let

Read More »