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Page 90 MAY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

Look for a new article in our next issue ...

To achieve market share gains and sales

increases require selecting the right strategy

based on your product-service positioning in

relationship to both market movement and

competition. Often, different techniques are

required in different market conditions.

The art of winning involves a service and sales

synergy. Recognition of the point of encounter

and employee behavior at this juncture is critical

to sales success. Training programs, motiva- tional programs, targeted internal and external

communications, customer and employee feedback mechanisms,

methods of strategy adjustment,

and follow-up procedures all can help

keep employees at their best.

The best at the art of winning understand the

needs of their customers and strive to meet or

exceed this norm. The best infuse all levels of

workers with its commitment to customer satisfaction. The

best invest in all areas critical to

the point of encounter to make their product or

service delivery preferred by the customer. The

best understand their greatest asset in achieving

success is the point-of-encounter employee.

The best have a comfortable service attitude.

The best recognize customer satisfaction. The

best make the quality process ongoing.

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