How to avoid hearing, ‘no, I’m just looking’

Shoppers can be nervous and negative when approached by staff. BOB PHIBBS recommends using a prop when greeting customers to break down this resistance.

Inside every retail store there’s an area that potential customers will avoid. It’s the first eight feet – or 2.4 metres – inside the store after entering. Some call it the ‘decompression zone’, some call it the &ls...

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