1. Staff power
1.1. Experience in store
1.1.1. Welcome
1.1.1.1. Training about tone of voice/spirit of the experience
1.1.2. Personalised service for returning customers
1.1.2.1. Possible if staff turnover is low
1.1.3. Relationship with customer
1.1.3.1. Possible is staff is motivated & trained about products and services
1.2. Staff is serving and is at the heart of customer experience
1.2.1. Must know all about products
1.2.2. Must know all about about services
1.2.3. Must know storytelling/ Sales Pitch of business
1.3. Staff is making reco and advices
1.3.1. pushing cross-sales ( additonal sales)
1.3.2. pushing upsale (premium products/ services)
1.4. Proactive and efficient if engaged to business
1.4.1. money incentive
1.4.1.1. Fair benefits
1.4.1.2. Tips policy
1.4.2. Reward for his work
1.4.3. Trained
1.4.4. can be developped and promoted
1.4.5. Fair benefits & tips policy
1.5. Key player of Sales Policy
1.5.1. return
1.5.2. refund
1.5.3. prices / promotions / fees
1.6. Team spirit
1.6.1. covering shifts for each other
1.6.2. Helping for onboarding
1.7. has the power to transform transactional to emotional connection with customer
1.8. organisation chart
1.8.1. internal communication
1.8.2. fairness in promotion
1.8.3. Efficient orga matching talent & skillness
1.8.4. Reporting
1.8.4.1. Misconduct
1.8.4.2. Follow up
1.8.4.3. Internal communication
1.8.5. tools
1.8.5.1. app
1.8.5.2. playbook
2. Store or e-store power
2.1. Products & services range
2.1.1. Price
2.1.1.1. Discount & promotion
2.1.1.1.1. Cross-sell
2.1.1.1.2. Upsale
2.1.1.2. Tax/ no tax
2.1.1.3. Position vs competition
2.1.1.4. Show premium
2.1.1.5. Labels
2.1.2. Local taste & trends
2.1.3. Do they fill a existing need?
2.1.4. Length of range
2.1.4.1. Profitability
2.1.4.2. Comprehensive
2.1.5. Merchandising
2.1.5.1. Display in store
2.1.5.2. light in store
2.1.5.3. description labels
2.1.5.4. Rotation and location
2.1.5.4.1. season
2.1.5.4.2. celebrations
2.1.5.4.3. animations
2.1.5.5. Pushing impulsive buying
2.1.5.6. Pushing cross-sell
2.1.5.7. Pushing upsale
2.1.5.8. Using 5 senses
2.1.5.8.1. cleaningness of store
2.1.5.8.2. smell of products ( food)
2.1.5.8.3. tidiness
2.1.5.8.4. sampling
2.1.5.9. Experience customer
2.1.6. Branding
2.1.6.1. Brand vision
2.1.6.2. The WHY
2.1.6.3. Values
2.1.6.4. Social impact
2.1.6.5. Storytelling - Sales pitch
2.1.6.6. In-store communications tools (brochure, catalog, frames, loyalty cards)
3. Digital power
3.1. E-reputation from customer experience through socials
3.1.1. increase awareness
3.1.2. influence purchasing
3.2. Customized communication
3.2.1. season
3.2.2. celebration
3.2.3. Purchase history
3.2.4. in cart
3.3. Communication at low costs
3.3.1. Socials
3.3.1.1. social selling
3.3.2. Newsletter
3.3.3. Branded Website
3.4. Increase emotional connection to relationship with customer through semiotic branding ( content, video, images, etc.)
3.5. Online sales
3.5.1. branded website
3.5.2. Partnered website
3.5.2.1. market places
3.5.2.2. restaurant delivery services
4. Operations power
4.1. Deliveries
4.1.1. duly execute
4.1.1.1. on time
4.1.1.2. following right instructions
4.1.1.2.1. Internal communication
4.1.2. at fair costs
4.2. Purchasing
4.2.1. quality of products/ services
4.2.2. Margins
4.2.3. Availability of products
4.2.4. Inventory ops
4.2.5. impact direct on cashflow
4.3. Internal communication
4.3.1. staff must be updated on new / updated processes
4.3.1.1. Price changed
4.3.1.2. Deliveries
4.3.1.3. Sales policy
5. Business thrives thanks to limitation of costs
5.1. Optimized operations
5.1.1. Purchasing
5.1.2. internal processes
5.2. Optimized Labor costs
5.2.1. schedules
5.2.2. organisation
5.2.3. Paycheck
5.3. Tax optimization
5.4. Optimized fixed cost
5.4.1. rental
5.4.2. Facilities services
5.5. IT system optimized to support operations
6. B2B Sales
6.1. Products
6.1.1. price
6.1.2. services associated
6.1.3. delivery
6.1.4. terms of payment
6.1.5. catalog with products an services
6.2. Portfolio of customers
6.2.1. diverse
6.2.2. dynamic
6.3. Marketing tools
6.3.1. Sales Pitch
6.3.2. Presentation
6.3.3. Materials (leaflets, catalogs)
6.4. Reputation
6.4.1. e-reputation
6.4.1.1. LinkedIn
6.4.1.2. Glassdoor
6.4.1.3. Indeed
6.4.2. Professional network