A trained professional can increase revenue by 20% or more.
- Get customers to open up and engage in conversation better and more often
- Discover the real motivation to buy, not just basic wants and needs
- Look for opportunities to bump the sale and build a bigger basket
- Hang in there when faced with objections to empathetically save the sale
Retail Academy Online, CBA’s cooperative initiative with The Friedman Group, brings top-level, professional retail training.
The online learning system gives owners and managers tools to help coach team members in customer engagement and in creating experiences that result in top store performance. Tools include proven management courses with effective techniques to build teams and instill a service culture. Other resources include customizable retail policies and handbooks, time-saving forms, and educational blogs.
“Retail is still a human-to-human proposition.
In the end, it’s all about what one employee says or does on the selling floor.”
–Friedman President Marlene Cordry
While technology and virtual connections have their place, Cordry says retailing is about taking the time to look customers in the eye and relate to them “Make them believe they’re important.”
She says many retailers have a “fear of irrelevance” because of the overwhelming presence of technology, and they have stopped looking customers in the eyes.
“Are you moving so fast that you don’t take the time to see if your team members can—and more importantly want—to execute some of the fundamentals? This is the big picture we focus on and we’d love to help you do that better,” Cordry said.