Applying Critical Thinking Skills to Retail Employee Training Scenarios

Training one of the most important items a business can do for their employees. To train them properly is to building a strong foundation for the business to expand and grow. In the sales department is it extremely important that we train new salespeople in a variety of situations; to help develop their problem solving, critical thinking, and people skills. I will briefly describe three possible customer scenarios for you.

I spoke with Rocue Bowen, who related to me a story when she was working for a large well-known department store. Her position was floor sales, and she was stationed in the fabric department. As any young employee she was there to zone the merchandise, change over end-caps and remove/replace sales signage. She did not know much about the fabric department, but was there anyway, when an irate customer walked in with an armful of fabric. The customer without any reason demanded their money back from the material. As Rocque looked at the material she noticed this costumer had sewn together a dress complete with zipper from the material. I know how this particular situation ends, but I want to see how you will solve this dilemma.

Working for a large sporting goods store I had a costumer ask for some assistance in the boxing equipment. As I was assisting the customer I was showing him various boxing products and equipment. After ten to fifteen minutes of 'assisting' the customer they pull from their pocket an air bladder from inside of a speedball. They stated all they wanted was to purchase a replacement bladder. I explained to the customer that the store does not sell the bladders separately. I than showed him a reasonably priced speed bag he could purchase. The customer became irritable and forcefully stated that they had always purchased replacement bladders from the store. The customer continues to speak louder and louder about how they want a replacement bladder and how they used to always get them here. The manager has stepped out for a moment and all other salespeople are currently business with other customers. How do you handle this situation?

While browsing in a retail store off-duty, I noticed someone acting suspiciously. Being part of the crew I knew where the mirrors and other loss-prevention items were so I followed the suspicious customer. As I was watching I noticed them manipulating two of identical products. Knowing if it is not 'seen' it does not count, so I tried to keep visual contact with the customer. When the warning signs were playing out that they may pocket one of the two items a co-worker comes up to me and draws my attention away for a brief moment. When I look back the customer is paying for one of the items. Later that day after my own shift started, this customer returns for a full cash refund on the item. The receipt is correct and current and the money is refunded. Later that day I notice the co-worker who came up to me was talking rather close (outside of the store) to the suspicious customer. You think you catch a glimpse of the returned item, what do you do?

These are three very different situations, which require critical thinking and problem solving to find a solution. The solution may not be as cut and dry as you think so take a moment to really think about each one before answering. However, on a sales floor you do not have time to think, only react so do not take to much time thinking.