Model Retailers Reveal How To Be The Best

A corporate culture and leadership emphasis on customer satisfaction and that value sales people, improve cus- team goals. tomer service, increase the bottom ' Rewards and Recognition: line, cut costs, increase employee sat- Recognize outstanding sales associisfaction and reduce turnover, accord- ates and team performance immediing to an Arthur Andersen study of 30 ately and tailor rewards/recognition to leading retailers. the personal interests of associates.

Based on more than 200 interviews, the study indicated the companies excel in at least one of the following:

Recruiting: Leverage highly valued company attributes to attract sales associates: offer attractive benefits, merchandise, training and career paths. Use effective interviewing techniques, such as the "critical behavior" method, to match characteristics of candidates with those of successful associates. Interview candidates in a group setting, rather than individually, to learn about candidates' interactive skills.

. Training: Establish a "learning organization" by providing ongoing, long-term training that simulates reallife experiences. Winning retailers view training as an investment, not a cost, and therefore provide more training than most retailers, including a focus on critical areas such as product knowledge, problem solving and interpersonal skills.

Work Activities: Use technology to facilitate scheduling and performance of non-selling activities. Reengineer and refocus sales management activities to allow more coaching, selling and customer interaction.

. Setting Goals: Define and measure desirable behavior with a gteater

Vendor Training Program

Builders Square has stepped up its training with a series of Off Site Vendor training classes.

Twenty to 25 vendors address 50 to 90 associates at separate classes on lawn and garden/seasonal, lumber/ building materials, paint/home decor, plumbing, electrical and hardware in Houston, Tx.; Orlando, Fl.; Chicago, Il.; Denver, Co., and Detroit, Mi.

"Seven sessions have been held this year and the overwhelming response of the associates is terrific,"

said corporate trainer Bill Hunter.

"We have found that this training program is more cost and learning effective than our previous vendor training efforts."

After returning from the programs, attendees share what they have learned with co-workers. "We can track each store's progress through our store computer," Hunter said.

Top Executives Buy TP

Founder, president and ceo

Howard T. Powell has sold all interest in Timber Products Inspection, Inc., Conyers, Ga., to three senior level employees.

New principals are Jim Respess, Ronnie Williams and Mike Dilbeck. Powell will continue in customer relations and marketing.

TP also has a satellite vard in Portland, Or.

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nDesisned for buildins materials retailers and wholesalers, this comptit ""vste* includeE point of sale, order processing, billing' sophisiicatedpricinE (markub, markdown, contrbct, quantity breaks' etc') accounts rece-ivable an-d credit, inventory control, purchase order control, sales analysis, accounts payable, genepl ledger. Easy to use, co-mpletely integrateda sin$e transaction update-s all relevant data. Call or write: lncol

Wholesaler Confidence Up

Wholesaler confidence in business conditions has increased both short and long term, a National Association of Wholesalers-Distributors survey reports.

While expressing concern over Federal Reserve interest rate policy, respondents reported increased sales volume as a confidence factor. "I have concerns over time about the effects of the higher interest rates," said Fenton Hord, president, Carolina Builders, Raleigh, N.C. "They must have an adverse effect on the economy and cause confusion in the near future,"

In another survey of 1,800 customers of distributors in six U.S. markets, NAW found supplier trustworthiness and other attributes ranked more important than low price in choosing suppliers.

S&P Adds Material Suppliers

Standard & Poor's has added 27 building and material supply companies to the S&P SmallCap 600Index, a new index designed to track the stock performance of small-capitalization companies.

Fibreboard Corp., Ply Gem tndus'.ries, Inc., BMC West Corp., Hughes Supply, Inc., and TJ International, Inc., are among the suppliers added.

Hardwood Adds Home Value

Hardwood flooring, paneling, cabinetry and decorative millwork can improve a home's resale value by as much as 3ogo, according to a of custom and semi-custom home builders in the zlo fasrcst growing U.S. home building markes.

More than 95% of the builders questioned in The Hardwood Council study said they or their customers specify hardwood in new home construction with more than 90% saying it increases resale value. Atmost 80% of the respondents build homes with an average price of $225,000, compared to the national average of $121,000.

Appearance and durability were cited as reasons to choose hardwood. Red oak was the most popular with maple, white oak, cherry, ash, poplar and birch mentioned as favcites. Although hardwoods are most often used in flooring and kitchen cabinetry, a number of builders cited the need for design ideas incorporating hardwoods into bedrooms, batbrooms, countertops, window seats, foyers, architectural accents and other interior applications.