I need to be aware of who is in my store.

Selling is a dirty word.

I should greet every customer in the same way.

I should wait 5 minutes to acknowledge my customers.

I should only use open questions with my customer.

I should think of what to ask next while they answer my questions.

Listen to understand, not to respond.

Showing empathy is the same as repeating back what they’ve said to me.

I need to diagnose the customers problem as quickly as possible.

Getting to know my customer is important.

All customers always want demonstrations.

I should only demonstrate one product to each customer.

I should recommend my favourite product, no matter what the customer wants.

Stories can be about anything I feel is relevant to my customer.

I should involve all 5 senses when I demonstrate.

Telling stories is fun, and I can do it in my own way.

Link and cross selling 2-3 additional products helps customers get more from their products.

I can use similar demonstration techniques with most of our products.

I should try and be just like everyone else at work.

I need to feel confident inviting customers back to store.

I only need to sign a few customers up to our loyalty programme (LYB).

Complimenting the time I spent with my customer is a good thing to do.

If my store is really quiet, I should walk my customer to the door to say goodbye.

Always be the best version of yourself on the shop floor.