In retail, sellers play a significant role in success: they often determine the level of sales, customer loyalty and the overall image of the store. If sales personnel perform poorly, losses or lost profits are inevitable. To avoid this situation, introduce clear norms of work in the store and periodically check the sellers.
Code of practice
Start with a single set of rules for the sales force that will greatly facilitate both the job and the control of salespeople. Create clear and concise instructions regarding the look, customer service, complaints handling, display standards, and store order.
Introduce a certain hierarchy among the staff: for example, upon hiring, newcomers will be trained and supervised by senior salespeople.
Check the shop sellers personally from time to time. The best option is to simulate a situation in which you are acting as a buyer. Ask non-standard questions, baffle the employee: this way you get a chance to understand whether the seller copes with similar cases in practice.
Fixed surveillance
Surveillance cameras are a convenient tool not only to ensure store security, but also to monitor sellers. Use the recording function to replay what is happening at any time. Be sure to notify staff that the store has cameras installed. Pay special attention to the checkout area. Unfortunately, it is not uncommon for sellers to steal cash. Recording what is happening will help you see in a critical situation who had access to the money.
In addition, if sales are related to telephone conversations or frequent calls from potential customers, recording the conversations will not be superfluous. The way you talk to the buyer can tell a lot about the seller.
Mystery shopper
The "mystery shopper" method of checking a store seller has been very popular lately. You can use this method at regular intervals. By the way, your salesperson may be aware that you will conduct such a check: this will increase his vigilance and quality of service. However, in this case, it is important to find a professional and responsible candidate for the role of reviewer. Often, shopkeepers offer such part-time jobs to students with no experience, and as a result, they do not get the desired result at all. A "mystery shopper" must competently build communication with the seller, without giving himself away, and then draw up an objective report, devoid of emotions and unnecessary trifles. Only then can you get a true picture of how your sales force works with customers.
