About
Hi I'm Roger, passionate retail trainer and consultant for over 25 years, helping retailers with physical stores to improve their service and sales. Retail has certainly become even more competitive, with customers now spoilt for choice - online, in store, home delivery, click and collect, the list goes on. One thing I know is if you want your customers to come back, the service has to be consistently high on every platform, otherwise it's too easy for them to go somewhere else.
I have worked with many of Australia and NZ's top retailers over the past 25+ years, a number in excess of 10 years, helping them to improve their service and increase their sales. I achieve this by providing tailored training courses both face to face and online to help store leaders to coach their teams to lift their performance. The training courses I run are high energy, interactive and rated extremely highly by attendees.
Some of the problems I currently see in retail are:
1) Team members who aren't creating a memorable experience for customers - therefore giving customers no reason to return
2) Customers leaving stores without all the items they need - missed additional sales opportunities which is not great for the customer or the store
3) Store managers who lack the ability to get the best out of their teams - team members who are underperforming yet have the ability to be awesome if coached
The outcomes, once achieved that solve these problems are:
# Team members who consistently provide a high level of service with every customer - providing the WOW factor that entices customers to return
# Team members who are great at asking questions to solve each customer's problems - therefore increasing the basket size for all of the right reasons
# Store managers who have the skills to effectively coach their team members on a regular basis - expectations are clearly set, bought into by the team and followed up to ensure they are being applied consistently
I believe every retailer has the opportunity to deliver exceptional customer service, if they focus on this as a priority. I'm passionate about service and sales and want to help any retailer who feels the same way. There is an exciting future for physical stores who want to step up and make a difference.
Click on the blue follow button or send me a message if we are already connected.
Articles by Roger
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Revised Retail Sales & Margin Forecast For 2020-2021 For Recession Times.
Revised Retail Sales & Margin Forecast For 2020-2021 For Recession Times.
By Roger Simpson
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The simple steps to sell more to your customers.
The simple steps to sell more to your customers.
By Roger Simpson
Contributions
Experience
Education
Licenses & Certifications
Publications
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The Ultimate Retail Sales Experience
Book
Courses
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Certificate 4 in Training and Assessment
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Languages
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English
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Recommendations received
16 people have recommended Roger
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