I've often equated roleplaying on the sales floor with flossing. You know that it's good for you and you should do it more often than you do. One of the biggest challenges with roleplaying is that it isn't very realistic. One way to make roleplaying more realistic and interesting for your staff is to create a series of customer profile cards.
Write down on an index card the following information:
Customer's Name
Sex
Age
What product the customer has previously purchased
Reason for coming in the store. "Just looking" - "Need a gift" - "Need a certain type of product"
What products they might be interested in.
Then have each staff member role-play once every day with a colleague. One person is selling; the other draws a customer card and uses that profile for the roleplay exercise.
I believe if everyone on the staff role-plays daily that a store can't help but improve sales. And don't forget to floss too.
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