8th June 2025
Sales and Leadership Wisdom from the Leaders, Mr Govind Shrikhande, Ex MD & CEO, Shoppers Stop
I asked Mr Govind Shrikhande, Ex MD & CEO, Shoppers Stop: What are the challenges in retail selling today versus one to two decades ago?
There is a huge gap between customer care associates who sells versus the customer. 25 years ago even though the sales guy was poorer than the buyer, the social gap between them wasn’t very large. Today, the gap is one is to ten, which is a big challenge. So technically, mentally , living standard wise , Knowledge wise and psychologically, the selling associate is far poorer than the Customer. The gap has widened. Knowledge-wise customers are far better than yesterday, and the associate’s knowledge has improved, but he is no more up to the mark the way the associate was twenty years ago.
We have kick-started five months ago a new program called “personal shopper,” where specially trained people are actually able to confidently handle you, whether you are wearing a shirt, or a tie-and-jacket-wearing guy or are a normal guy. They have been exposed to the customer’s behaviour, to the customer’s likes. That’s the new path we have just taken.
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