The in-store experience is the only edge local retail has left
Retail Sales & Customer Service Training
When a customer chooses your store over a screen, what happens next matters.
FloorMark helps your people connect with customers, understand what they need and confidently guide them toward the right purchase, creating better experiences and more sales.
✓ Proven 7-step system ✓ Rep-level coaching ✓ Measurable Improvement
Great retail staff are hard to find.
You know the ones. They make customers comfortable. They know how to start a conversation without pouncing, ask good questions without making it feel like an interrogation, listen to the answers and make recommendations that actually fit.
Customers trust them. And they sell more, too.
The problem is you can't build a business around finding five more just like them.
And a few shifts shadowing your best rep isn't a training system.
So the customer experience changes depending on who's working that day.
Great retail people aren't just found. They can be developed.
Because what looks like natural ability is really a set of skills — and skills can be taught, practiced and reinforced.
Where marketing ends, the floor takes over.
Rick Maddison has spent much of his career helping businesses grow.
First in media, and later through his marketing agency, Tempest Media, Rick helped clients attract customers and turn marketing dollars into results.
But he kept seeing the same frustrating gap.
The marketing worked. The customer showed up. Then what happened on the floor could make or break everything that came before it.
So Rick started working on that part too — coaching retail teams on the skills behind a great customer conversation, from the opening moments through discovery, recommendations and the sale.
That work, refined across numerous retail businesses, became the 7-step Sales Ninja framework — the training foundation underneath FloorMark today.
Imagine your best sales manager riding along.
That's still a pretty good description of what we're building.
Build the skills, then make them stick.
1. Train
Sales Ninja Foundations gives your team a repeatable structure for the whole customer conversation — from the first hello to the final moments of the sale.
How to open naturally. Build rapport. Ask and listen. Present the right options. Make useful suggestions. Handle hesitation. Close confidently. And finish the experience in a way that leaves the customer feeling good about what they bought.
Not a script.
A structure that helps people get better while still sounding like themselves.
2. Check
FloorChecks show how that training translates into real customer interactions.
They reveal what's already working, where opportunities are being missed and which part of the conversation deserves attention next.
A FloorCheck captures one shopper interaction on one day. Over time, those snapshots reveal patterns — and turn real moments on the floor into coaching opportunities.
3. Coach & Reinforce
Now your manager doesn't have to guess what the team needs.
Each FloorCheck identifies a clear coaching priority, gives the rep specific feedback and points them back to the training video that can help.
Managers know what to reinforce. Reps know what to work on. And over time, you can see how those skills are evolving.
Train. Check. Coach. Improve.
Your customers are already giving you the opportunity.
They walked in.
But when conversations stay on the surface, needs go undiscovered. The right products don't get shown. Useful recommendations never get made. Opportunities to reassure, close or add value get missed. The customer may still buy — just not as much, not necessarily what's best for them, and not with the experience that brings them back.
FloorMark helps you get more from the opportunity already standing on your floor.
More consistent experiences. More capable, confident people. And more sales.
Great retail selling doesn't feel like selling.
It feels like being helped by someone who knows what they're doing.
A natural opening instead of a canned greeting.
Better questions, not more pressure.
Someone who actually listens to the answers.
A useful recommendation instead of a pitch.
A rep who can explain the options, help you decide and make you feel confident about what you're buying.
That's good service. It's also good selling.
The two were never supposed to be opposites.
Turn every FloorCheck into better coaching.
Every FloorCheck gives you a concrete KPI — a Floor Score you can track over time.
But the score is only part of the value.
Because FloorChecks use the same 7-step framework your team is trained on, every score connects back to specific behaviours. Reps see what they did well, get coaching on real moments from their interaction, and are pointed back to the training video that can help most.
One visit is a snapshot. Over time, those snapshots become a measurable picture of how your floor is performing — and whether your coaching is working.
A score to measure. A framework to diagnose. Coaching and training connected to what actually happens on your floor.
Choose your starting point.
Sales Ninja Foundations
For independent retailers and smaller teams.
Give your people the complete 7-step foundation for better retail conversations with short, engaging online videos, quizzes and certification.
Ready to go. Buy online and start training today.
Custom FloorMark
For retail groups and multi-location operators.
Build the Sales Ninja system around your business — your products, customers, brand and people — with custom training videos, testing and certification.
Add FloorChecks and live coaching to create the ongoing feedback loop most retail training is missing.
Brands & Manufacturers
For products that need more than a price tag to sell.
Give the retail teams carrying your products the knowledge and consultative skills to understand the customer, present your products well and confidently recommend the right solution.
Better people. Better experiences.
Better results.
“It’s a great tool for new hires — they can get online reviewing videos on sales practices and customer service techniques that will launch them into being great employees right off the get-go.”
— Bryce McDermott, McDermott on Bernard
“Communication was top-notch and the final outcome was even better than we imagined. A great experience all around.”
— Pat, Kelowna Cycle?
“Great information on customer service and satisfaction. We would highly recommend them.”
— Dill, Canadian Jewellery Exchange
Experience working with teams and brands including:
Mercedes-Benz
Giant
Victory
Hugo Boss
Tacori
Lazy-Boy
Someone chose to walk into your store.
Make that opportunity count.
Give your people a better way to help customers, a proven structure for the whole conversation, and the coaching to keep getting better at it.