The busier a store gets the more important the checkout experience becomes. As a consumer, I've had many a great store experiences ruined in those last few feet. As a retailer, I've lost more than my fair share of customers or created unhappy ones.
Holiday lineology, the art of delivering a great checkout experience during the holiday season, uses most of the same skills and behaviors required to work with customers on the floor. It might be even more challenging because practitioners need to multi-task while delivering a great experience. Just like everything else, success is in the details.
Here are some eight tips to mastering holiday lineology. I encourage you to make this either the topic of a Take Five meeting for your entire team, or at least review this article one-on-one with managers and cashiers between now and Saturday morning.
1. Always give the customer at the register your undivided attention. Those ringing the sale should...