I wonder how often a corner office executive mystery shops one of their stores? If they did they would quickly realize how simple and basic training of their floor staff could lead to increased revenues.
If a front line staff person does not know what they have to sell or where it is in the store it’s not their fault. The fault lies with management who haven’t properly explained and demonstrated how to deal with simple customer questions like “do you have any of these” and “where are they in the store”.
Good customer service is delivered by providing behind the scenes procedural systems and training first. Knowledgeable sales staff can then have a chance of giving a basic level of service that would enable a customer to make a purchase and who knows, maybe even come back.