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A PLACE WHERE SALESPERSONS DON’T HELP

May 16, 2013

What store do people refer to as, “that blue and gold store where the salesperson usually can’t help you”? It’s Best Buy according to Colin McGranahan, retail analyst at Sanford C. Bernstein. Roughly 20% of all consumer electronics are now bought online according to Best Buy. But many shoppers will always want a brick and mortar spot to try out products and have someone help them. The challenge is to make sure that a customer really feels like they are being helped!  For retailers not just to be “showrooms,” people need to love the store’s personal service so much, they buy.

Turning online customers that browser local stores into local buyers must be the training focus with your sales team. But it is not just about a sales closure rate, it really is about customer satisfaction. If you don’t improve that, start looking for a new business that doesn’t rely on customers (you won’t find one!). Unfortunately, many small businesses discover their real customer satisfaction score only when most of their customers have left.

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