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November 15, 2005 01:02 PM
Broken: Overly aggressive sales clerks
Underhill explains that long ago Woolworths had a policy that required salesclerks to greet customers within five seconds of crossing the threshold of the store.
"It was a huge blunder. Everybody was clustered at the front of the store ready to pounce on the customer," he says. "And we know that at cosmetic counters, if a customer is greeted within the first minute it drives them away."
(Thanks, Scott Kilborn)
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