1) Sales Force Assessment: Determine your benchmark.

2) Customer Service Satisfaction Survey/Assessment: Are your customers happy with you and the service you provide?

3) Store/Field Skills Assessment - are your Store Clerks/Representatives high performing for customers? Are there skills that the Store Clerks/Representatives need to learn and practice?

4) Develop a training program for ALL Management and employees to raise the level of quality customer service across the board. Examples include:
i. Time/Task management
ii. Phone skills
iii. Active listening and customer skills
iv. Up-selling skills

5) Coaching Program Setup (Nurture) - develop a coaching/mentor program for ALL employees that will cost effectively train new employees and reinforce proper selling skills in current employees

6) "Everyone Sells!" Program (Culture Shifting) - instill and grow a culture of selling across the board to increase the likelihood of "add-on" sales or up-selling skills, e.g. "would you like some windshield washer fluid with those new wiper blades sir?"

7) Incentive Programs (WIIFM Model) - for high earning customers, establish a protocol and incentive structure that ALL sales staff and customers.

8) Enhance the Current Recruiting Model (Best Talent) - retail store hiring practices, skills assessments, job-task analysis.