NLP coaching for retail

How is it possible that consumers are getting such poor service from brands of all tiers of the market despite all the coaching that retail store managers and sales associates get these days?

The standard of service doesn’t reflect the amount of coaching in retail

Any store manager will highly likely tell you if you ask that s/he and his or her sales team get a lot of coaching. Much of the coaching happens at their stores. And more coaching periodically comes from the head office of the brand… Yet sales staff very often doesn’t seem to know even the basics of communication with people. I’ve listed common mistakes of professionals in retail banking in this article. And I’ve also written about how even high end retail brands often display incongruence in their integrity. Due to the amount of coaching that retail staff gets it would be logical to conclude that the standard of service to consumers will climb. But it isn’t so. And I speak from experience as a mystery shopper and NLP coach in retail.

How NLP coaching adds value to retail

Retail is most certainly detail. And so is NLP. NLP coaching in retail studies the process of serving a customer. Mystery shopping, or market research, does the same thing. How a sales associate times and delivers his or her greeting when a customer enters a store. Or what language the associate uses to sell us a product. And also whether the language fits with the brand image, environment, and clientele of the brand. How the sales associate addresses a client’s objection to the product. Or how – or if – the sales associate informs the client about various services that the brand offers. What mistakes so many sales associates make at the end of a customer’s visit. All this is the detail of retail. And all this is what the detail of NLP can directly influence and significantly improve.

I’ve been a mystery shopper…

…hence learnt to notice the detail of retail far more than any other consumer ever will. Any other consumer who doesn’t have to write a report on the sales staff’s performance after he visits a store will most probably take the prevalently poor service on a face value. And very unfortunately accept it as standard. And this is exactly where the standards are slowly sliding with each generation. They’re sliding despite the fact that brands are spending crazy money on heightening their image and position on the market. Brands want to differentiate themselves in the eyes of consumers…. yet their staff so very often lets them down. This is where NLP coaching can tremendously help in retail. And I have the unique combination of knowing how to use the tools of NLP and observe the aspects of service that market research companies ask me in their reports.