Full Discussion Playback
Retail leaders Kit Campoy, Katina Lindsey, Stephen Gendron will discuss leveraging retail floor skills for leadership excellence, sharing strategies that have fueled their success and emphasizing the importance of supporting retail associates for long-term organizational growth.
Highlights from the Q&A: Watch Key Moments
How do you think Product Education and associate engagement affect sales and growth of retail sales and associates?
Kit Campoy:
“The best salespeople are those passionate about the products they sell, driven by in-depth product knowledge. However, it takes more work for retail leaders to provide this knowledge due to time constraints consistently. Associates who are well-informed about the products are far more confident and successful in selling.”
Katina Lindsey:
“Confident salespeople are the most successful, and their confidence grows with every bit of product knowledge they gain. Regular, focused training helps build this confidence, allowing associates to become more effective in their roles and better at engaging with customers.”
Steve Gendron:
“Confidence in retail associates stems from solid product knowledge, which is why ongoing training is crucial. ENDVR’s platform is designed to provide the necessary tools and training, helping associates become brand ambassadors and significantly enhancing the customer experience, creating a win-win for everyone involved.”
What training or tools are essential for retail associates today in order to excel and transition into leadership roles? How can retailers and brands provide these tools effectively?
Katina Lindsey:
“Continuous learning is crucial for retail associates as products, brands, and customers constantly evolve. Associates need regular, ongoing training to feel comfortable and confident when interacting with customers. Using technology can help deliver consistent and accessible training, ensuring that associates are always prepared and able to provide excellent customer service.”
Steve Gendron:
“Continuous, timely training is essential for keeping retail associates informed and confident. Delivery takes work consistently, which is challenging due to time constraints and the constant arrival of new products. ENDVR was created to address this by providing easy access to product information directly on associates’ devices, ensuring they’re always prepared to assist customers effectively
How do you see the role of the retail sales associate evolving? What skills do you think will be most valuable for the future leaders in our industry?
Steve Gendron:
“Equipping frontline employees with the necessary knowledge is crucial for their motivation and career growth. Most customers start shopping online but rely on in-store associates to guide them. Well-trained associates enhance the customer experience and drive increased sales for both retailers and brands. Continuous education empowers associates, preparing them for future growth and improving overall store performance.”
Katina Lindsey:
“Customer engagement is critical, and associates serve as brand ambassadors, meeting customers who come in after doing their homework. Equipping associates with product knowledge and interaction skills boosts their confidence and enhances the customer experience. These skills are essential for their current role and valuable for their future growth in the industry.”
How do you see investing in sales associates, benefiting the entire retail ecosystem from improving store performance to enhancing brand loyalty among customers, and then ultimately shaping the future leaders of our industry
Steve Gendron:
“ENDVR was created to turn retail associates into brand advocates, drawing from my 20 years in retail. Our platform equips associates with the tools and training to build confidence, boost sales, and foster brand loyalty, ultimately shaping future retail leaders. Retail experience offers essential life skills that benefit any career.”
Kit Campoy:
“Retail leadership is about managing crises and providing support. The best salespeople are passionate and knowledgeable, but ongoing training and role-playing are essential to build their confidence. Leaders should be transparent and guide their teams with authenticity and teamwork.”
Katina Lindsey:
“Retail taught me to be resourceful and prepared. I encourage my team to think critically and gain confidence through continuous learning and role-playing. Leaders should support their associates, ensuring they are well-trained and motivated, while leading with empathy and encouragement.”