Fall 2017 CUTTINGEDGE Products 27 DIYers looking to take on the hottest project. Does a new textured paint need a certain kind of applicator to be of use? A retailer who knows it does and, better yet, has it ready for add-on sale opportunities, will thrive. KNOWLEDGE IS POWER With the number of projects found online on project websites like Pinterest, consumers are becoming more and more informed of product pros and cons. To be on the leading edge of the paint and sundries category, employees must be even better informed and ready to assist a consumer with their project needs. Being proactive, while a benefit in any hardware category, is especially useful in paint and sundries. Employees who engage a consumer and ask about their project can start a conversation even if a consumer feels they have all the information they need. This gives employees an opportunity to correct any misinformation the customer may have about their projects. Employees can also make sure customers have all the correct products. Few things can frustrate a consumer more than incorrect product choice and multiple visits, so engaging with the consumer must be a priority. Just like staying modern with product trends on the shelf can make or break a paint department, employee knowledge must be kept up to date. Retailers should encourage their employees to try new product at home, scour Pinterest for projects that interest them and their friends and use a slower sales month to crank up the training. If a co-op or distributor offers courses in its product lines, managers should take them and bring that knowledge back to the store. These kinds of steps will keep employees in the know and consumers satisfied. Just like staying modern with product trends on the shelf can make or break a paint department, employee knowledge must be kept up to date. 26-37_Paint&Sundries_Fall17.indd 27 7/19/17 9:00 AM