By host on
Friday, November 28, 2008 1:03 PM
Retailers – are you the architect of your own downfall?
Shop staff are stealing almost $3 billion worth of goods a year, a survey has found. The second annual Global Retail Theft Barometer found Australian retailers experienced the world’s highest rate of employee theft.
The survey estimated the shortfall, which is passed on to consumers, cost each Australian household $426 a year, the equivalent of two weeks of grocery shopping for the average household.
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By host on
Friday, October 31, 2008 2:20 PM
Why is it that some retail staff delight us with their quality of service and some frustrate us to the point of anger? The work done by Prosell over 25 years have highlighted some of the reasons for the dreadful experiences we sometimes have. As we highlighted in a previous blog, the impact of poor service goes further quicker and can close down businesses almost overnight.
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By host on
Friday, October 24, 2008 2:22 PM
I’d like to continue to develop the theme of sales results in retail and invite comment on some conclusions on how to be better than the rest.
To add some value to our readers I want to share both research and evidence as to how to improve revenues in retail.
The reality of retail environments is that there is not the time or money to spend days on training and development to develop advanced selling skills. This article looks at four simple and ‘free’ things that have been proven to improve results.
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By host on
Wednesday, October 22, 2008 2:28 PM
As part of my work I complete diagnosis of work patterns and behaviours in a range of organisations. Generation Y has been criticized for its lack of loyalty and effort in the workplace. I believe it is wrong to generalize and I have certainly seen a lot of quality people doing great things.
When I interviewed people in this age group about work aspirations, I find their views are strongly coloured by the working lives and experiences of their parents and their parents’ friends and peers.
So what impression do Gen Y get of this group?
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By host on
Wednesday, October 22, 2008 10:43 AM
Christmas is less than 100 sleeps away and Westpac's index of consumer sentiment has shown a sharp lift for the second month running. With the economy coming out of a downturn and the busiest trading season just around the corner, what can retailers do to make sure they capture all the opportunities coming their way?
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By host on
Friday, October 17, 2008 2:25 PM
We have all heard the anecdotal clichés about customer service – ‘have a good experience and you tell three people, have a poor experience and you tell twenty’ etc. what is now happening in retail is even more significant.
Feedback from mystery shopping groups and from work completed by Prosell tells us that three things have changed that show an even higher relationship between customer service and sales revenues.
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By host on
Friday, October 03, 2008 2:31 PM
Based on my work with many organisations, there is a clear and high correlation between management behaviour and commercial success.
Whilst this is not surprising, what is interesting is the level to which this is true. Management and specifically senior management determine culture, behaviour, attitude and discretionary effort* by the things they do, irrespective of other, conflicting messages.
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By host on
Tuesday, September 30, 2008 11:40 AM
There is no shortage of literature and analysis giving endless advice on our Gen Y challenge. Where do we find them? How do we attract them? How in heavens do we hang on to them once we’ve got them? Things are not helped by the fact that the weight of surveys tells us that throwing money at them isn’t going to help, with salary typically featuring mid table on a top ten of things Gen Y wants from their work life.
Does anyone really know what Gen Y wants? Does Gen Y know?
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By host on
Friday, November 30, 2007 2:27 PM
One of the biggest contradictions in the world of retail becomes even more acute at Xmas. All retailers know the relationship between the sales and service skills of their staff and the level of customer spend and customer loyalty.
Many however, invest little to get this right. I work with companies to improve effectiveness in this area and am always amazed by the Xmas ‘blind spot’.
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