Guided selling for complex products

Building and maintaining sales associate expertise and delivering a satisfying shopping experience—these challenges echo throughout the retail industry. Dealing with a multitude of complex products, rapidly changing product lines and constant employee turnover, it's difficult for stores to sustain a productive, proficient sales force that readily engages customers and closes sales. Market studies show an average employee turnover rate of 33 percent in retail—costing the industry billions of dollars per year.

Associates are particularly challenged to build enough knowledge to sell complex products such as consumer electronics, computers and appliances. Compounding the situation, consumers who research products on the Internet are often more knowledgeable than sales associates. With little or no credible assistance when they're ready to buy, shoppers become frustrated—and may walk out empty-handed.

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