Early on in Bob’s retail career, he realized that making the customer happy is the most important thing in sales. Not just accepting returns with no receipt or sending thank you cards after a big purchase. Every. Single. Second. Matters. From the moment your customers come in contact with your staff everything matters. This episode breaks down key points of how to train your staff, how to manage your time efficiently, and so much more.
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If you’re already a member of the Hub be sure to check out Bob’s guest training “How to Find Great Employees” under Team Management in The Boutique Hub Training Library.
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ABOUT BOB
Bob Negen, co-founder of WhizBang! Retail Training, is a professional retail speaker, consultant, business coach, and author. Bob motivates and trains independent retailers to improve and grow their businesses with practical, actionable tactics and strategies. He speaks to local independent business owners in their own language using real-world retail experience and humorous stories from the trenches.
From quilters and crafters, gift stores, clothing boutiques, to pet supply stores, Bob’s expertise gives measurable results. As a retailer, Bob turned a single kite store into an award-winning multi-million dollar toy store chain. Now he uses his three decades of retail experience to help store owners and managers learn the necessary business skills they need to succeed in today’s economy.
KEY TAKEAWAYS
- Making it right for the customer is the right way to do business.
- There comes a point where you can make more money thinking instead of doing.
- Customer service is KEY. Train your staff.
- Focus on a perfect purchase, not a sales amount.
- Build a relationship before you ask them to purchase.
- The relationship doesn’t end when you ring the customer up.
SHOW NOTES
07:00 – Bob’s toughest decision in retail.
11:00 – What the most successful retailers have in common.
17:10 – The retailer’s time system.
27:00 – The kiss of death and how to fix it.
32:40 – Alternative greetings to teach your staff.
37:40 – Deposit more than you withdraw.
48:00 – You don’t have to have a sale on Black Friday.
MENTIONED IN THIS EPISODE
5 Types of Promotions Blog
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Original Air Date: October 9, 2018
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