Retail Clienteling and Product Knowledge Standards
Defines the product fluency and personal clienteling behaviors that turn retail associates into trusted advisors rather than cashiers.
Why This Matters
Hotel retail competes with a guest's phone, which knows every price on earth; the only advantages left are story, service, and someone who remembers you. An associate who can say why the maker matters sells at full price without apology. Clienteling done with permission builds relationships; done without it, surveillance in a nice shirt.
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