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
As we all feel the sluggish industry growth (only about 1.8% in the first quarter when compared to 2018) I am reminded of the need to make sure each customer receives the service they need and expect. Some time ago
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
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
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
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