FASHION-APPAREL-RETAIL5 MIN READ
Coach discounting without making it personal
Use Situation-Behavior-Impact feedback to coach an associate who discounts before diagnosing the customer's concern.
Ben B Sales associate S Situation Behavior I Impact Margin moment 20 sec The floor moment Ben offered 15 percent off a new leather jacket before asking what the customer was unsure about. If Ava coaches the pattern as a character flaw, Ben will defend himself instead of learning the diagnostic move. 15% discount offered $390 full-price jacket 0
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