Training Hints for Handling Savvy, DIY Retail Customers Here are some ideas on how to differentiate your staff from your competitors and online stores: Training Focus: Project-based sales + new trends education Training Ideas: • Host weekly “Product Deep Dive” sessions (e.g., smart thermostats, composite decking) • Run mock scenarios where reps suggest materials based on a customer’s project • Invite local contractors to share real-world tips—helps reps speak the same language as pros and allows staff/pro interaction and business development Talking Points: • “Don’t just show where the product is, ask what they need it for. That’s how you become essential and valued.” • “Your value is in knowing the why behind the what, not just where it is.” 2. Mastering Inventory Knowledge Training Focus: Substitution strategies + system navigation Training Ideas: • Stock-outs: “What if this SKU is unavailable? What’s Plan B?” • Have staff use the POS or inventory app daily for practice and familiarity • Build “cheat sheets” of common product alternatives Talking Points: • “Knowing what we don’t have or carry is just as important as knowing what we do.” • “Most Customers care more about the solution than the brand name.” 3. Excelling at Hybrid/Online-Driven Selling Training Focus: Fast online follow-up + upselling in omnichannel environments Training Ideas: • Create quick scripts or templates for replying to online quote requests • Practice upselling, as you would in-store: “You ordered this saw online—here are the blades and goggles you’ll need with it.” • Use role-plays with a digital lead turning into an in-store visit Talking Points: • “That click-to-cart customer is halfway there—just help them get to the payment screen.” • “Your inbox is your second sales floor, monitor it.” 4. Adding Incremental Seasonal & Add-On Sales Training Focus: Bundling and urgency Training Ideas: • Run “bundle battles” where floor staff create the best add-on package for a product • Teach the “attach rate” mindset: for every X product, aim for accessories along with X • Use stand-up displays to spotlight time-sensitive promos Talking Points: • “If it’s on sale today, ensure the Customer feels that urgency.” • “Nobody buys a grill to let it sit. What else do they need to use it this weekend?” 5. Outperforming Online Retailers Training Focus: Personalized experience = customer loyalty Training Ideas: • Practice greeting customers with project-focused questions, not product ones • Encourage reps to remember repeat customers and their projects • Create a “product or category expert” culture—assign reps specific product areas to own Talking Points: • “Amazon doesn’t walk customers through a paint match, but you can.” • “We don’t just sell tools—we build trust and confidence.”