Strategies_Spring2024

ASK THE EXPERT

How to Develop a Culture of Selling NHPA’s Kim Peffley Shares Insights and Advice

Strategies: What is a culture of selling and what does that look like? How is this different from what retailers may already be doing? Kim Peffley: A culture of selling is one where everyone is actively involved in increasing sales and working toward the same goals. A culture of selling goes beyond mere transactions—it is a mindset and set of behaviors within a business that strongly emphasize sales growth, customer satisfaction and collective contribution to business success. It starts with a mindset shift. In a culture of selling, and consulting for the North American Hardware and Paint Association (NHPA), will present “Developing a Culture of Selling” at the Spring Buying Market on Friday, March 22 at 10 a.m. Learn more on Page 16. K im Peffley, director of organizational development

employees at all levels adopt a mindset where sales aren’t just the responsibility of a specific department or team. Instead, it is viewed as a collective effort involving everyone—from frontline staff interacting directly with customers to managers and even the company’s leadership. It is all about taking a customer-centric approach. It revolves around understanding and meeting customer needs. Rather than solely focusing on product pushing, the emphasis is on providing solutions and enhancing the customer experience. It encourages collaboration and communication among departments. For instance, marketing, sales and customer service align to ensure a cohesive strategy that attracts, retains and satisfies customers. It promotes an environment of continuous improvement where employees are encouraged to suggest innovative ideas, share best practices and participate in ongoing training to enhance their selling skills. Employees take ownership of their roles in driving sales and are held accountable for their contributions. This accountability fosters a sense of responsibility and motivation to achieve sales goals. This culture differs from what some retailers might already have in place.

2 Spring 2024 • Hardlines Strategies