Hi Doug,
Playing Devil's Advocate (or am I?)
What if I told you that the Sales Floor of tomorrow will be 90% what we today call BDC and only 10% Salespeople?
Think on this model: Customer Service Reps (90%) and Product/Delivery Agents 10%.
If I was starting a dealership from scratch today, my "floor" would be filled with Customer Service Reps with excellent writing skills and phone personalities. Honestly, they probably wouldn't be on the "floor" at all, as it's easier to remotely employ college students, stay-at-home mom's etc. These would be the only commissioned agents in the company -- they are commissioned to deliver traffic.
Store employees know where to find the keys, enter data, complete paperwork, and deliver units. Each is equipped with a pad or smart phone to look-up product related questions. (I was in Williams Sonoma over the weekend buying cookware -- had a lot of questions. The clerk used her iPhone and an in-store communication system consisting of a microphone and earpiece to answer every single question. I bought on the spot). As long as the in-store people don't get in the way (talk customers out of a sale), they are perfectly functional.
Think of the traditional model -- why people came to the store -- and seriously ask yourself why people come to the store today.
The bottom line: 80% of this game is now won or lost before a customer steps through the door. I'm going to emphasize managing to the 80%.
{EDIT -- looks like this sentiment was already broached -- and beaten -- guess I should keep reading before writing...}
One area where we are in total agreement is the "80% of the game is won or lost before a customer steps through the door". That is exactly why I want my front line to be highly trained, experienced and motivated professionals. Your experience with Williams Sonoma isn't out of line but what if the salesperson can answer all of the questions without needing all of the technology?
At my last store, in Dallas, we had a dozen ISMs which was a third of the sales force. They delivered 70% of the sales. Their average total gross was much higher. The customers were in and out of the store in half of the time and the closing ratio was phenomenal.
Reading through this thread, I think that some are following a Walmart model. Be careful of what you wish for. Minimum wage employs and marginally paid supervisors is not something that I would have ever wanted to be a part of.