How Leigh’s Increased UPT and Delivered Exceptional Customer Experiences with SalesRX

The Challenge

Leigh's, known for its high-end apparel and exceptional customer service, struggled with inconsistent sales performance among its associates. The existing training solutions were not suited for the luxury retail market, resulting in a lack of confidence and continuity within the team. This inconsistency affected customer experiences, leading to varying levels of satisfaction.

The Solution

Seeking a comprehensive and consistent sales training solution, Leigh's discovered SalesRX. The decision to implement SalesRX was driven by its tailored approach to luxury retail environments and its focus on enhancing customer interaction skills. Rebecca Wierda, the owner, noted, 'I can't remember the last time that I've received so many phone calls and emails from customers saying what an exceptional experience they've had at Leigh's. I really feel that the training was a huge part of that, and that our salespeople are really confident when they are working with customers and they're making those real personal connections.' The SalesRX program instilled confidence in the sales team, enabling them to make real personal connections with customers.

The Results

Following the implementation of SalesRX, Leigh's witnessed a 10% increase in both Units Per Transaction (UPT) and Average Transaction Value. This improvement was a testament to the enhanced customer interaction skills and boosted confidence among sales associates. Rebecca Wierda reflected, 'The transformation has been amazing in terms of my team and their excitement about selling and wanting to increase those units. That 10% increase on every transaction is going to propel our business forward.' The consistent training also led to higher employee engagement and increased customer satisfaction, as evidenced by numerous positive customer feedback. Wierda concluded, 'It's really the best thing out there, and I am so pleased, and you will not regret it. It's exceptional.'

FAQ

How much did Leigh's improve with SalesRX?
Units per transaction and average transaction value each rose 10%.

What is Leigh's?
A luxury women's specialty store in Grand Rapids, Michigan.

What was the challenge?
Inconsistent selling, with training not built for luxury retail, which hurt confidence and the customer experience.

What is SalesRX?
SalesRX is an online retail sales training program from Bob Phibbs, The Retail Doctor, that teaches associates a structured selling process through short lessons, quizzes, and manager coaching.