WHY IT IS TRUE: Customers have a wealth of choices. It’s not necessarily what you know, or how much you know, but rather who you are and how much you really care. And there is always another store just around the corner where caring people will find solutions for busy customers.

PLAN OF ACTION: Rather than pontificating about your valuable thoughts and ideas in a weekly sales meeting, challenge people to understand what good first impressions really mean. As they patronize their favorite business, have them consciously notice the impression that the establishment as well as the staff makes upon them. Challenge them to be prepared to share their specific observations at the staff meeting next week. Ask questions, probe responses, get people to genuinely understand how first impressions impact sales. — David Richardson

This article originally appeared in the October 2015 edition of INSTORE.


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