Aggressive Suggestive Selling Evaluations and Strategic Loss Prevention Propel Average Annual Store Sales by $180K for National Footwear Chain

THE CHALLENGE

Suggestive selling evaluations are an effective way to increase overall store sales. A nationwide chain of more than 900 retail stores dealing in branded footwear, desired to increase sales at under performing stores, and came to IntelliShop for a solution.

CLIENT OBJECTIVES

Adding both an early engagement initiative and suggestive selling evaluations to their operation, the client sought to:

• Deter theft at under-performing stores
• Improve suggestive selling efforts to increase accessory sales

OUR APPROACH

IntelliShop recommended:

• Loss Prevention Strategies – Validate the client’s early engagement initiative as an effective loss prevention tactic by measuring customer engagement.
• Suggestive Selling Evaluations – Measure suggestive selling strategies to increase accessory sales.

Research indicates a strong link between customer engagement and reduced retail shrinkage. For instance, a study highlighted by Loss Prevention Media found that improved customer experiences correlate with lower shrink rates across stores. Engaged employees providing attentive service can deter theft and enhance the overall shopping environment.

Similarly, research by ECR Retail Loss Group demonstrated that higher levels of employee engagement are associated with significant reductions in shrinkage, waste, and cash losses. By enhancing factors such as effective communication and staff appreciation, retailers can achieve notable savings.

These findings underscore the importance of fostering a customer-centric culture to mitigate shrinkage and improve profitability.

Suggestive selling evaluations help identify how effectively associates are recommending additional items—like accessories—during the customer interaction. By measuring these strategies in action, retailers can uncover missed opportunities, coach teams on timing and delivery, and ultimately increase average transaction value. The right suggestion at the right moment doesn’t just add to the sale—it adds to the customer experience.

THE SOLUTION

To uncover what was holding back under-performing store locations, IntelliShop designed two custom, in-depth evaluations focused on:

• Customer engagement — Are customers being greeted? Is the store layout intuitive? Are prices and promos clear?
• Suggestive selling evaluations — Are associates guiding purchases or just ringing them up?

Monthly mystery shop visits were conducted over a year to track trends, improvements, and gaps.

During each visit, evaluators:

• Observed the full customer journey—from first greeting to final checkout
• Noted the quality and consistency of staff interactions
• Paid special attention to suggestive selling tactics
• Were required to make a shoe purchase to complete a real transaction and assess the full sales experience

This hands-on approach didn’t just collect data—it brought real insight into what was (and wasn’t) happening on the sales floor, giving leadership a crystal-clear view of the frontline customer experience.

THE RESULTS USING SUGGESTIVE SELLING EVALUATIONS

IntelliShop’s evaluations didn’t just surface insights—they delivered measurable improvements across sales and loss prevention at store level and systemwide.

Customer Engagement = Sales Growth

As stores improved customer experience through better greetings, conversations, and suggestive selling, sales began to climb.

• Projected total annual sales growth across all locations: $186 million+
• Stores that implemented IntelliShop’s recommendations saw a 10% increase in average ticket size when associates suggested an accessory item
• Average annual sales per store jumped by $180,000+

Engagement Also Reduced Shrink

Here’s where it gets really interesting: the mystery shopping data revealed a strong correlation between customer engagement and reduced loss.

• Stores that greeted and engaged customers early experienced less theft and fewer suspicious incidents.
• Result:
  • $8,000+ average shrink reduction per store annually
  • $8 million+ in total annual shrink savings company-wide

The Bottom Line?

Better customer engagement isn’t just about good service—it’s a powerful driver of revenue and risk reduction.

Want results like this? Let’s build a program that works just as hard as your team does.