Are you worried about your stores surviving inflation, the rising cost of living, and the unstoppable growth of eCommerce?
Of course you are!
But if you want to thrive, your teams need to start selling to every person who steps through your doors — even when they don’t make a purchase.
I know what you're thinking: "Did she lose her mind?" Nope!
I had my coffee, thanks for asking. ☕
Let’s dive into two key ways service can help you sell, and how to make this your reality — because let’s be real, your store’s future depends on it. 💅
The 2 Critical Retail Sales Goals
Store managers who are thriving on the high street understand that there are two types of selling.
Stores that are barely hanging on? They're likely only focusing on one — if that!
So, what are these two sales goals?
Sell a product on the spot – Cha-ching! Instant sales that bring you closer to your KPIs. 🤑
Turn customers into fans – By engaging and inspiring them, they leave thinking, "I'm so glad I came to this store instead of just shopping online" or "I don’t need anything today, but I’ll definitely come back when I do."
In an ideal world, you'd do both at once. Sometimes, though, it’s smarter to skip the immediate sale (especially if the customer needs time to think).
But if you’re not doing either of these with most customers?
You risk blending into the sea of retail sameness — where nothing stands out, and your store becomes as forgettable as a bad sitcom. 😬
3 Essentials for Teams That Sell Consistently
Teams that sell all the time focus on three key things. Take notes!
1. Emotional Intelligence
This sells more than rattling off product features ever could. Why?
Because your customers can get similar products online or from your competitors. What they can't replicate is how you make them feel.
Here’s how to ensure every sales assistant is emotionally intelligent:
Stay curious – Understand each customer's unique needs (please ditch those scripted lines and embrace genuine conversation!).
Ask meaningful questions – No more “Can I help you?” or worse, the hollow “Let me know if you need anything.” Ask questions that matter.
Listen (for real) – Don’t just wait for your turn to talk. Listen and offer advice based on what the customer is actually saying.
2. Positive Vibes
Positive energy is contagious, and customers can feel it! 🤩
Teams who radiate enthusiasm create memorable experiences that win customers' hearts and minds.
Who wins? Teams who bring the good vibes. 🎉
Who loses? Teams who are glued to their phones, gossiping, or treating customers like they're an inconvenience.
3. Add Value to Create a Memorable Experience
If all your customers wanted was a quick transaction, they’d have stayed at home and ordered online.
They chose to walk into your store for an experience — give it to them!
Here are a few examples:
A customer comes in soaked from the rain? Offer to hang their wet jacket so they can browse comfortably.
Hands full of shopping bags? Offer to store them while they look around.
Does your store provide free coffee, snacks, or even bubbles? Extend their dwell time and boost the chance of a sale.
By focusing on emotional intelligence, positive vibes, and adding value, your service will always sell — whether that's a product, a future return visit, or both.
Is Your Team Already Doing This?
Here’s a quick three-part question: Is all of this actually happening in your stores?
With every team member (yes, even part time Pete who only works 16hours)?
And for every single customer?
If it is, congratulations! You’re the exception, not the rule.
If it isn’t, you have two options:
Stick to the bare minimum and brace for those missed KPIs (#SorryNotSorry), or
Start selling to every customer, in one way or another, as if your store’s survival depends on it — because it does!
Ready to step up?
Book a workshop or talk with The International Retail Academy, and let’s elevate your customer experience to one that always sells.
🚀 Unlock the full potential of your team and store
Future-proof your customer experience with The International Retail Academy. In a sea of sameness, YOUR people and YOUR stores will finally stand out.
We offer motivational speaking, customer experience & sales workshops, and leadership development. Get in touch to discuss the right next step for your stores or to hire Kayleigh as a speaker
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