“Best of” Store Operations Panel:

Jazmin Hupp (Tekserve), Terry Holmes & Liz Gondela (The Grove Media), Jon Chiazzese (Simply Mac), Darryl Peck (Peach Mac) Learn the best methods panelists use to manage their stores. From controlling costs to improving sales, we’ll cover best practices for single stores and multiple locations. As the economy improves, new employees will become harder to find and your current employees will start looking. How do you plan to recruit, train, and retain high quality employees this year? Topics will include: Finding and vetting high quality hires Consistent and fair review processes Scheduling employees Employee on-boarding Employee performance metrics and coaching Improving company communication Career path design and salary reviews Getting a low performing employee back on track Letting an employee go and protecting your...

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Detecting Fake Credit Cards, IDs, and Checks:

Safe Payment Procedures for Your Store Presented by: Jazmin Hupp (Tekserve) Jazmin will bring her hundreds of fake credit cards and IDs from thieves that have tried to rip Tekserve off. You’ll learn how you can tell the difference between a real and fraudulent: Credit cards State ID Checks Cash Jazmin will also share Tekserve’s in-store processes for preventing fraudulent payments and assessing payment risks. We’ll wrap up with our tips for fighting credit card charge backs for retail purchases and...

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Bob Phibbs – Selling Like a Pro

Selling Like a Pro How to move your merchandise and increase your profits Most sales training is hell-bent to focus on making people do something; making employees into robots, making them aggressive, making them “close.”  Maybe it worked in the 1950’s, but nowadays people can smell someone closing them like something you stepped in. Reality is your retail sales are not lost at the register; they are lost due to untrained clerks who do not approach and help your customers. It’s not their fault, as many have never been taught what to do. “Bob has a new approach to selling, a human approach and we have no difficulty in believing in his approach. We particularly appreciated the ‘live practical situations’ which showed how important it is to work on bridging the human distance between the sales person and the potential client, and hence obtain confidence.” – Jennifer Constantin, Apave Mauritius Unless your employees can build trust quickly and start a relationship with your customers, your merchandise will stay on the shelf.  But use this proven system and watch your retail sales increase, your merchandise turn increase and your employee turnover plummet. During this 90 minute session, you will learn Bob’s proven sales process and will discover how to: Destroy the stigma of what being a salesperson means. Create relationships with customers from the moment they walk in the door to the time you ask them to sign the credit card slip. Get customers to drop their guard and listen to you by avoiding the “hell zone.” Correctly approach a customer. Be prepared to pick up an item and why this is important. Open dialogue by identifying a “Window of Contact.” Initiate quality conversations by developing one question that you can ask everyone (Hint: It’s not “Can I help you?”) Compel customers to make a purchase by identifying features of a product and effectively explaining the benefits. Boost your average ticket through the power of suggestion. Set goals and track results by measuring your closing ratio. And more… Look, customers are customers.  They’re not guests.  Guests come to your house, eat your food and bring you presents.  Customers buy your goods.  That means they have to be sold. Unless you can consistently deliver at least a 50% closing ratio, you’re leaving valuable money on the table. About Bob...

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Bob Phibbs – Essential Metrics for Retail

Essential Metrics for Retail Pricing, Profits and Financial Reports You Must Use How do you come up with the price on your merchandise? How do you know which employees are pulling their weight – and which are adding to your own? How do you know if your team is leaving money on the table each time they interact with a customer? During this one hour session we will discuss these questions and more. You will leave this session with a solid understanding of the 6 essential reports you must examine regularly in order to monitor exactly how your crew – and therefore your store – is really doing. About Bob...

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Diane Meier – Visual Merchandising

The Reluctant Retailer: Visual Merchandising You may have entered this business wanting to be a service provider, but if you don’t learn to be a retailer, it is unlikely that you will be able to survive the changes ahead. For the last thirty years I’ve been teaching clients retail skills – some basic and many not so basic – that create good retail experiences for their customers.  Where we break the rules is often the good idiosyncratic point of personality that I believe is at the center of great retail.   But you need to know what rules to break and what rules to follow.  And first you need to understand that there are – actual rules. Visual Merchandising is one of the first. And we might put it right up front because it is the first thing your customers see when they walk in your store. It’s a mouthful.  “Visual Merchandising”.  And I understand it’s very name makes people who aren’t schooled in this area of display feel nervous.  But – think of it this way – it’s the way you lead people to your ideas, to the things you feel might fulfill them. Basically, it’s the management of space, light, color, shape and signage. And it’s not brain surgery. Today we’ll look at a number of retailers – small and large, family-owned single location stores and big national chains.  Regardless of size or category, I’ll show you how the same rules apply – whether we’re talking about plants, food, liquor or furniture. It’s all retailing. And it’s all part of the language you can use to delight, instruct and fulfill your customers. We’ll leave a good amount of time at the end for questions and conversation, because I want you to feel that I am your consultant.  I am here to help.  It’s my delight. About Diane...

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Bob Phibbs – How to Train and Manage Your Sales Team

How to Train and Manage Your Sales Team Raise your team from lowly clerks to the top of the selling mountain!   They’re the most important factor to your success and yet, many business owners put their employees on autopilot. If a sale was made, it was good but there was very little pressure. But in these days when every penny counts, you need to close more sales. And that isn’t going to happen unless you know the secrets to managing your sales team. Why? The days of going out to shop just to have something to do are gone. If there’s a customer in your store, they want to feel better about themselves – that’s why they shop. And it’s why they truly want to buy from you. That’s why you need your sales team at the top of their game! Otherwise they will turn the customer off and rob you of the profit you desire. They need to be focused on the customer and adding value — not stocking shelves and finding something to keep busy. In this session, you will learn how to: Find the type of products customers need to be “sold.” Work a sales system that delivers consistently high check averages. Avoid the worst deal-killer phrases when making a sale. Use the right reports to judge your employees’ performance. Keep your crew competitive, confident and engaged. Use simple tools to let each employee know exactly where they stand compared to the rest of the team. Determine if a sales person just needs more training, a boot in the butt or be shown the door. Offer the rewards that work best for contests and bonuses and skip the worthless ones. Prevent a sale from falling apart. Conduct a performance review, how often you should give one and how that affects an employee’s pay. And more… What do you want your sales team to do? In short, they move product. Don’t care if they’re nice people, really need a job, happen to be a relative, or if you would want to have them over for holiday dinner. This is the presentation that raises your team from lowly clerks to the top of the selling mountain! About Bob...

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Bob Phibbs – Pulling it all Together

Pulling it all Together: 5 Parts to A Successful Sale   In this lively and interactive Workshop session, Bob Phibbs will lead us through a variety of exercises designed to explore how we can apply and implement the material presented at the Retail Boot Camp. We will work individually and in small groups, and begin the process of developing our own “Retail Action Plans” moving forward. About Bob...

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