The Retail Doctor's Blog

Attract, Close & Delight Your Customers

11 Ways Your Retail Employees Convert Buyers Into Lookers And Sabotage Your Sales

Bob Phibbs

We’ve heard the drumbeat for awhile now, traffic is down in brick and mortar retail stores. The browsing is now done prior, online.

So when someone actually walks through your doors having left Amazon and the rest behind, they are more likely to buy.

Although you can’t turn all lookers into buyers, I’ll bet the behaviors of your untrained retail employees is actually turning buyers back into lookers.

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Topics: Retail Sales, Retail Sales Training, Employee Management

How To Use Video To Engage Retail Customers

Bob Phibbs

A lot is being written about how to engage retail customers in stores. That’s because there is a lot of interest in technology including apps, kiosks and digital media to get customers to do something.

This post isn’t about that…

This post is about how you can use three different platforms to engage your current customers, attract new customers, and nurture your tribe of followers.

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Topics: Marketing, Technology, Retail, customer experience, hashtags

How The Best Training Solution For Your Retail Brand Might Be An Online Campus

Bob Phibbs

For a small retail shop, it can be fairly easy to train employees because you see them every day.

For a multi-store organization, that just isn’t going to happen.

In-house solutions are time consuming to create and usually get so diluted by internal bureaucracy and corrupted by people who have never sold anything that most end up failing to serve their intended purpose.

If you once had an in-house training program, all you have left now are probably useless dusty manuals, old video tapes, and boring classroom sessions that have Millennials pecking away at their phones within minutes.

No wonder so many retailers have let their training departments wither away...

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Topics: Customer Service, Online retal sales training

How To Increase Retail Sales KPIs: Ditch Being Passive

Bob Phibbs

A quick walk through the mall shows retailers are trying to increase revenues with some fairly dramatic sales this summer.  

But sales can hide the cause of death of many stores...passive employees.

Let me explain…

Selling a bunch of merchandise for a loss, even if it generates revenues, often is the result of passive selling.

It takes the active selling of merchandise for it to get full price.

But because your employees weren’t active and didn’t sell the merchandise, the product had to be marked down.

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Topics: Retail Sales, KPI, upselling, selling tips

7 Ways Facebook Can Attract Customers To Your Retail Business [pics]

Bob Phibbs

Retailers, there is a good chance that many of your brick and mortar customers and prospective customers are online.

Not online to buy primarily, but online via social media like Facebook, Instagram and Twitter to belong.

You know that because you’re on FB too.

You are on Facebook, right?

If not, you’re missing the boat.

Big time.

Social media offers an easy way to reach and influence your own unique niche customer base. But managing your social media presence might lead you to do some bad things …

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Topics: Retail Sales, Marketing, Social Media, facebook

3 Ideas To Steal And Grow Your Retail Business Without Spending Money

Bob Phibbs

Retailers are tripping all over each other trying to knock themselves off and create low-priced versions of themselves. Whether it’s J.Crew’s recent announcement, Macy’s, or GAP Factory they’re all struggling with how to grow their business. 

Attracting discount, value shoppers is their bold vision.

This is not where successful retailing is heading and, as is often the case, the independent shops are showing how to do it right.

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Topics: Mindset, Retail, small business owners

The Retail Doctor’s 21 Savvy Business Flying And Travel Tips

Bob Phibbs

Have a business flight for a conference or association meeting looming in your future?

Make sure you are ready for your trip with these business flying tips I’ve gleaned from my years of being a road warrior as the Retail Doctor.

1. Join just one airline’s frequent flyer club. When you have a decent amount of miles, membership can get you out of a jam and cut thru red tape to get you where you need to go. United just sent me a golden handle-wrap for my suitcase which shows baggage handlers my priority status. Now my suitcase arrives first when gate-checked on smaller flights.

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Topics: travel tips, flying tips

Retail Salespeople: For Higher Holiday Sales, Take This Mid-Year Self-Assessment

Bob Phibbs

Not sure how you’ll make your sales goals in December retail salespeople?

The first six months of the year are over, so now is the perfect time for a quick assessment.  Take this quick inventory of how you approach your job in retail sales, and I’ll give you my thoughts afterwards.


1.     I’ve read at least one book (physical or electronic) on selling, attitude, or self-improvement in the past six months.

  • Yes
  • No
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Topics: Retail Holiday Sales, Retail Sales Training, selling tips, self-assessment

Discriminating Retail Signage: Keep Them Out or Welcome Them In

Bob Phibbs

The past two weeks, Americans have seen the shooting at another black church, the upholding of the Affordable Care Act, the taking down of the Confederate flag as a symbol of racism, and the upholding of gay marriage as the law of the land.

Since the Supreme Court decision about gay marriage, several lawmakers have rushed to try to allow businesses to discriminate against homosexuals if it goes against their religion.

I think if they feel that way, they should alert shoppers to this fact with a sign.

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Topics: retail signage

Sales Training: The 5 Stupidest Questions To Ask Retail Shoppers

Bob Phibbs

People who sell retail have to up their game, or their brick and mortar stores will bleed customers.

And don’t blame online sales…

In spite of the relentless onslaught of online retailers, 85% of transactions are still expected to be done in a brick and mortar store well into 2025 according to McKinsey.

Since that’s the case, it would be good to stop looking at omnichannel and online retailers as the real foes of a brick and mortar store and confront the real one…

Most retailers don’t make us feel comfortable enough to buy from them.

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Topics: Sales Training, retail employee, retail management, sales training for retail staff

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