Thanks for comments @Bella, @Rae @Darrell

@Simon - - I could probably have expressed that better, point taken, but I hope/think we both are saying the same thing.

My goodness Keith do I sense your toes have been stepped on with this article? You do not have to be a retail expert,own your own shop or be a salesperson to comment constructively on what does and what does not contribute to good customer service! Just ask the majority of shoppers who are eagerly wanting to become customers and the majority will tell there is a better chance of finding a pile of "hen's teeth" than experiencing great customer service.

Best laugh I have had all day, thanks Dennis

Dennis I am not sure that the question "What room are you looking to furnish?" is a closed ended question as the answer provokes more than a yes or no. It is smart I agree because it opens up dialogue while helping the customer (and salesperson) narrow the field of selection - even if the answer is simply the category.

I am not sure why one has to have worked in a shop to be an expert in pointing out sales improvement opportunities. We are all consumers and have been infuriated by lack of common sense in store staff failing to simply help customers to buy. If you feel indignant that others can share improvement ideas maybe your closed attitude is contributing to your underperformance. Sometime the best ideas come from fresh perspectives - if only you have your ears and eyes open!

This is very similar to an experience I had on the weekend in one of Australia's "leading sports stores". Ready to buy a treadmill that day - surely the highest priced item in their store - I found the staff knew next to nothing about any of their product, blindly hit lots of buttons and couldn't even make it work, and in the time they went to hunt down a How to Manual, my husband and I had googled everything we needed to know about the product on our phones. Maybe the assistant's specialist subject is sports shoes.

@Charmaine - pleasure?

@Michael - I usually 'get' the comments even if they are sarcastic or tongue in cheek, or whatever, but I am afraid yours eludes me.

@Keith - Yes I have. And I have owned it too.

Whilst I am loathe to give myself out as an expert, when it comes to Consumer Behaviour I probably am; but this particular observation has nothing to do with expertise, just the actual experience.

Having said that, I have clients who have substantially increased their sales/ conversion rates (in one case doubled it) etc based on our training/advice. This advice includes when and how to 'connect' with a customer because, surprise, surprise, unless you connect with the customer, sales won't happen except by accident.

I was hoping that much was clear in the post. I apologise if that was not clear. But if you are only willing to accept advice from fellow retailers,you may want to be more selective in your reading.

PS: The reason why I don't have a shop (anymore) is because I don't want one.

I have similar delusions too! One day, if we spread the word, maybe they will no longer be delusions, but reality???! I spend my time convincing (read: arguing with) retailers to create a compelling point of difference in their businesses, then provide service like no-one else (certainly not competitors in their product category) does. In general terms, in Australia, we seem to be so cynical about customers (what they do and don't want and appreciate in a store experience), are convinced that the internet has killed retailing (with at best indifferent service, bland experiences and vanilla product ranges, why not shop online in the comfort of your living room?) and think that the only way to stimulate sales is to whack a red poster with XX% off on the window! Thanks for making me read your article!

I think you've got onset Alzeheimers.

This might be an impertinent thought, but I always wonder when I read articles on how salespeople should sell, penned by retailing experts and suppliers (not mutually exclusive categories), whether the writer has actually ever worked behind a sales counter themselves. And if they are so good at retailing, why don't they open up a shop!