Sales Tip of the Week from Mike Leeds – Pro Sales Coaching
The Express Lane – An Oxymoron?
The intent of an express lane at the supermarket (or big box store) is to provide faster customer service to people with just a few purchases. When it works as designed, it’s a great customer benefit. However, if it’s not well executed it can really back-fire.
Some potential issues with these lanes (and the impact to customer service):
- Attention retailers – If you have an Express Lane that’s supposed to be open, you actually need to assign someone to work it.
- Attention retailers – Please do not assign the slowest cashier to this lane.
- Great idea retailers – Self service checkout for a few items – I love it! Please make sure the stations are working (and there's assistance if needed).
- Bonus question – Is it the quantity of items that makes up the total number of items, or the variety of items times the quantity? (Could be a future debate.) Although, if the cashier is fast – this may not be that big of an issue.
Have a great sales week!