{"id":9305,"date":"2023-05-09T18:03:55","date_gmt":"2023-05-09T18:03:55","guid":{"rendered":"https:\/\/dmsretail.com\/RetailNews\/wait-what-how-to-get-your-retail-employees-to-listen\/"},"modified":"2023-05-09T18:03:55","modified_gmt":"2023-05-09T18:03:55","slug":"wait-what-how-to-get-your-retail-employees-to-listen","status":"publish","type":"post","link":"https:\/\/dmsretail.com\/RetailNews\/wait-what-how-to-get-your-retail-employees-to-listen\/","title":{"rendered":"Wait, What? How To Get Your Retail Employees To Listen"},"content":{"rendered":"

\"Retail<\/a><\/p>
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Listening is a skill that either makes you or breaks your store.<\/span><\/p>\n

Maybe it\u2019s because I am also trained as a conductor, and I learned to focus my listening on hearing each part and asking myself, <\/span>Is what I\u2019m hearing matching up to what is on the page in front of me?<\/em><\/p>\n

If it didn\u2019t match up, we were trained to work on getting it right before going on to another section.<\/span><\/p>\n

My mom understood listening was a skill her 8th-grade<\/span> science students needed to develop. She created an innovative program where she recorded herself giving instructions on making an origami paper crane.\"Bob<\/span><\/p>\n

She would hand out a piece of paper three times a week and have her students listen and fold the paper. She played the five-minute tape just once in each session. At the end of the tape, she would collect the unfinished cranes and throw them away. Two days later, she would hand out a new paper, start the tape again and repeat the exercise.<\/span><\/p>\n

What she found was amazing… <\/span><\/p>\n

When students could complete the assignment and end up with the paper crane, their grades went up in all subjects.<\/span><\/p>\n

All subjects, not just hers.<\/strong><\/p>\n

We must re-think how we train because none of it works if the learner can\u2019t focus enough to listen.<\/span><\/p>\n

That\u2019s because they don’t let in enough information to process and achieve the desired result.<\/span><\/p>\n

I often hear Millennials say, \u201cWait, what?\u201d \u00a0It\u2019s like they are half-listening and then realize they missed something. An effective employee listening strategy is more critical now than ever.<\/span><\/p>\n

How to get your employees to listen<\/span><\/h2>\n

First, be sure your instruction is very clear\u2014black and white, not shades of grey.<\/span><\/p>\n

Next, ask your retail employee for something they have to do or complete.<\/span><\/p>\n

If they ask you to repeat, pause and simply say, \u201cI\u2019ve told you. Think back and tell me.\u201d<\/span><\/p>\n

Wait for them to process.<\/span><\/p>\n

Don\u2019t leave until they tell you back precisely what you said.<\/span><\/p>\n

While doing this, your attitude must be helpful, not exasperated or shaming, or they will resent you.<\/span><\/p>\n

Add new information if they ask for clarity because they don\u2019t understand something.<\/span><\/p>\n

Sometimes, employees don\u2019t listen because they don\u2019t think you\u2019re hearing them, so try listening to them<\/em> first, <\/span>really<\/em> listening,<\/span> and then see what happens. <\/span><\/p>\n

If you don\u2019t get all they said, ask for clarification on a word, do not just ask them to repeat it.\u00a0<\/span><\/p>\n

Note this isn\u2019t like putting a quarter in a jar for saying a swear word, forgetting to enter information in the CRM, or forgetting to ask for a loyalty card. <\/span><\/p>\n

This is actively managing and engaging your employees\u2019 ears. \u00a0<\/span><\/p>\n

It is the fundamental step in removing friction between customers and employees.<\/span><\/p>\n

In Sum<\/p>\n

It\u2019s up to you not to make your retail shoppers repeat themselves because you have lazy listeners.<\/span><\/p>\n

Only when we listen clearly to what our customers are saying and do not ask them to repeat themselves will the frustration level of your customers go down…<\/span><\/p>\n

And when their frustration levels decrease, they can be open to experiencing and enjoying great retail customer service.<\/span><\/p>\n

As managers and owners, only when you pause before repeating what you just said will you raise the listening standards of your associates.<\/span><\/p>\n

And when you get them to focus and listen, you’re ready to train them how to sell. That’s where I come in. <\/span><\/p>\n

My online retail sales training begins with four lessons on active listening<\/em>. Find out more below.<\/span><\/p>\n

\u00a0<\/p>\n

\"Access<\/span><\/span><\/span><\/p>\n<\/div>\n