Insider Spotlight
Driving the news:
On Aug. 8, Araneta City, in partnership with the J. Amado Araneta Foundation and the Department of Trade and Industry, held a free retail management seminar at The Hub in Cyberpark Tower 1.
Entrepreneur and sales coach Ruben Lanot led the session, offering strategies to strengthen both customer engagement and operational efficiency.
Why it matters:
Frontline staff are critical in shaping customer loyalty, sales, and brand image. “More than just employees, frontline retail staff are the living, breathing representation of a business, and its success greatly depends on their ability to connect with customers,” Lanot said.
Details:
Sales funnel mastery: Lanot highlighted the four stages—awareness, consideration, purchase, and loyalty—stressing the importance of tailoring strategies at each step.
Upselling and cross-selling: He underscored techniques like promoting complementary items, limited-time offers, and sharing product knowledge to build trust.
Inventory accuracy: Daily stock checks, cycle counting, and visual stock mapping were advised to ensure availability and prevent losses. “By doing these, you can create a system for your business that ensures that products are always available, operations are always running smoothly, and the experience remains seamless for customers,” Lanot explained.
Customer experience: From warm greetings to thoughtful problem-solving, Lanot urged staff to create “WOW” moments that foster loyalty—even when dealing with difficult customers.
The big picture:
Araneta City’s initiative reflects a broader push to sustain a resilient and future-ready retail ecosystem. By investing in staff training and knowledge-sharing, the City of Firsts continues to position itself as a hub of innovation amid shifting consumer expectations. –Ed: Vanessa Hidalgo
