#SLT008 | Sean Sherwin-Smith |The art of upselling in retail

60% of customers choose a retailer that is able to specify the exact time of delivery. Implementing actionable processes to increase customer satisfaction in retail is a challenge. Going the extra mile means making delivery more transparent and predictable, eliminating shipping anxiety. In this podcast episode you will listen to Sean Sherwin-Smith, an Operations Director for Narvar who is going to share the strategy on client retention in retail.

Key points you will learn in this episode

  • How to build brand loyalty on a highly competitive retail market.
  • How retailers and customers can gain more control over delivery process.
  • What helps decrease time to next purchase in retail.
  • Pros and cons of the no-question-asked return policy.
  • The most powerful tool of sales reps who close deals as crazy.
  • Reasons why customers return goods.


Margo: 00:01 Welcome to Sales Leaders Talks brought to you by Callpage. This podcast is for sales and marketing leaders who want to lead their people to success, do more, better and faster each day. Our guests are experienced sales and marketing experts who share their secrets and strategies on everything from team coaching and leadership to marketing and sales tech solutions. Before we move forward, ask yourself this question, "Do you want to excel as a leader and help your company grow?" If your answer is yes, let's get started.

Show notes

Podcast moments that will matter to you:

How to discover a natural sales talent.
Speaking to listening ratio - why it matters.
A new customer journey.
What motivates customers to purchase again.
An optimal time to upsell.
How tracking customers' behaviour helps make upsells.
Return policy - how to hit the balance.
The return culture in Germany and UK.
No-questions-asked return policy - pros and cons.
How to reduce fears of online shopping.
How to communicate bad news in e-commerce. 
Sean's advice on how to coach sales reps to avoid burnout.

Additional resources

Narvar –a platform that helps retailers drive customer loyalty.

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