“Our most effective retail strategy has been training, training, and more training. We strive to make sure that each of our staff members has good knowledge of our retail products to better answer our guests’ questions. This allows us to create an atmosphere of expertise, which translates to the guests and with them becoming more willing to listen and purchase. We also teach the front desk staff how to become more aware of our guests’ interests and concerns through active listening skills. We teach them how to create a relationship with guests by really listening and making solid product recommendations to address their wants or needs.”—Michael Simmons, director of rooms and spa, The Spa at Keystone Lodge (CO)
Look for more retail strategies in our upcoming issue of Shelf Life in the March issue.