Off Price retailers are not expected to have an amazing service and selling experience...right? Their low prices and "great finds" speak for themselves. While this may be true, there still exists the opportunity to improve. In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at over 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the off-price category, the top three retailers are Ross Stores, Burlington Coat Factory and TJ Maxx in that order. Data gathered by our secret shoppers reveal that this category really suffers in selling. While customer expectations for service might be a bit different in the off-price retailers, we were very surprised to see how low the selling scores were. If just one of these retailers were to invest in have well trained sales associates on the floor, they could not only increase revenues dramatically, but they could easily set themselves apart in their category, increasing traffic resulting in an even greater bottom line increase, as employees could sell more to customers when they visited their stores. Sales don’t need to be aggressive, but helping customers find other items and making suggestions appropriate to customer choices could differentiate the retailer and considering that even a few percentage points more in sales could translate into millions of dollars, this just might represent a huge opportunity for improvement.