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The Retail Doctor's Blog


Attract, Close & Delight Your Customers

How To Get Long Term Retail Employees To Unlearn Bad Selling Habits

Bob Phibbs

There’s an old adage that goes something like you can’t put new ideas into a full bottle; you need to empty it to make way for the new. To do that you have to be open to the possibility of change.

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Topics: Training, Retail Sales Training, Employee Management

What the Upcoming Elections Mean for Business and Your Retail Training

Bob Phibbs

If you live in the United States, you are no doubt aware that there is a presidential election going on. (If you live outside the United States, I shudder to think what your opinion of us is right now.)

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Topics: Employee Management, retail employee training, politcs

10 Non-Negotiables Customers Expect When Visiting A Retail Store

Bob Phibbs

In many ways, retail is a lot of moving parts and yet in others it is very simple: Treat customers as you would want to be treated.

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Topics: Retail Sales Training, Employee Management, customer experience, retail customer service,

Why And How To Do An Employee Review

Bob Phibbs

Employee reviews are one of the most neglected tools a retailer can use to increase their retail sales.

By using regular employee reviews, you can always be cutting your lower 20% of associates to hire better associates and grow the culture of your business.

That means you never stop hiring, sorry to say.

But are employee reviews really that important?

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Topics: Human Resources, Employee Management

Are Your Retail Sales Techniques Killing Conversion Rates By Making Customers Wary?

Bob Phibbs

My client in Houston had ordered a town car to bring me to their office; a nice luxury perk. As he navigated the freeways, the driver quickly changed lanes as he cut in and out of traffic. 

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Topics: Customer Service, Retail Sales Training, Employee Management, conversion rate

How To Avoid The Pitfalls of Change Management So Your Retail Sales Employees Don't Turn On You

Bob Phibbs

A friend of mine had been working with a retailer to create more of an experience in their stores.

Over a series of months, she and her team came up with an entire re-do of the fixtures, paint colors, branding messages, custom gobo lighting which moved across the hottest merchandise in sync with a custom music channel, and a whole floor plan to ensure customers were dazzled.

Her client was happy and was bragging about the new experience customers would find in their stores.

But three months later, when my friend went back to the pilot store, she was disheartened to discover the custom music channel was off.  The gobos were gliding across the floor rather than the merchandise, and the best sellers were no longer highlighted. In fact the whole store was a disaster from her perspective.

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Topics: Retail Sales, Retail, Employee Management

How To Become Super Human In Retail Sales

Bob Phibbs

Each year I attend a conference put on by Hubspot called InBound. It is for thought leaders, marketers, agencies, and salespeople. I’ve been fortunate to listen to some of the smartest people in the world including Seth Godin, Brené Brown, Jon Ronson, and Daniel Pink.

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Topics: Retail Sales, Retail Sales Training, Employee Management

5 Critical Skills How To Coach Retail Salespeople

Bob Phibbs

The opportunities for coaching retail employees are huge and exemplified in this brief story...

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Topics: Retail Sales Training, Employee Management, retail employee

9 Sure Signs Of A Rotten Retail Manager

Bob Phibbs

This could also have been headlined, Why people quit your store.

When you give salespeople a terrible manager, one who hasn't a clue about employee performance management, they can remove all the opportunities for making a sales team's work meaningful and engaging.

All those employees will ever get out of their jobs is a paycheck. 

When managers come up with busy work simply to occupy their employees’ time and not to drive store sales, they are disengaging the minds of the great employees and welcoming the mindless to work each day.

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Topics: Employee Management, retail employee, retail management

11 Benefits of Mystery Shops For Retailers

Bob Phibbs

Have you heard of the runaway success of the burger franchise Five Guys?

What's one of the big reasons Five Guys is wildly successful? They send mystery shoppers out twice a week to all locations. The brothers who run the operation also constantly visit the restaurants.

Five Guys knows you need to inspect what you expect.

High standards each and every day ensure the right employees do the right things.

Training new retail employees to 100% and then making them work for managers who don't run the shifts up to high standards is spinning your company’s wheels and lowering the brand perception in customers’ eyes.

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Topics: Management, Retail Sales Training, Employee Management, mystery shops

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