What Does Customer Silence Signal In Retail? | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Sometimes when employees ask me questions after a training program, they'll say, "Well, how would I have known why they didn't buy from me? They just didn't say anything the whole sale."

Well, that's a big warning sign. Silence is deadly in sales. Either you talk or you ask questions to make a connection, but you don't let people get away with not saying anything. That means you probably spoke too much and listened too little because silence means that there is no communication going. And if you just hand it to someone, "What do you think?" And you haven't had any kind of conversation about their needs, their wants, any acknowledgment that what you say is what they're looking for, any of that, you're flying blind.

So, today, I want you to look at how silence often signals there's no connection, and then train your employees how to build trust, and how to go through and make someone feel like they're the most important person in that moment. And they are because they are the ones paying your salary.

If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!