Hi Winter12.
The sales problems are due to GW NOT offering value for money.(Compared to other companies products that compete for GWs POTENTIAL customers.)

It doesnt matter how good the sales man is,if the customer can not justify spending money on a product they wont.
£200+ on a load of plastic bits glue paint and rules -army book, and in a month or two, you MAY be able to squabble with a stroppy teenager in the middle of a cramped shop...

Or pick up a games console that works straight away , and you can just use it at home...and game with any one in the world on the internet.

When GW priced its products in its B&M stores 'for convenience' eg 150% to 200% of the price of similar products.
The store staff could just emphisise the 'endless crativity and fun of the hobby' to justify the higher price.
When the shop is full of customers armies and has several games running ,(some run by the vets helping the store staff...) Its easier to sell the' long term value' of the products.

GW saw the B&M stores as recruitment centres more than retail outlets back then.

However, since Tom Kirby decided GW was 'in the buisness of 'selling toy soldiers to kiddes', GW have just alienated the long term customers.
Its made the sales staff job a lot harder!
And increasing prices 100% above inflation rate for the last decade has not helped at all!

A prime example of effectivley discouraging the vets is the relase of WHFB 8th ed.
NOT the rules changes.

But ONLY selling a 'rules only book' in the boxed game .
OR a Rule book with 400 pages of fluff and prety pictures.
Both of these appeal to new customers.

BUT the vets have to pay an extra £30 for fluff or minatures they may not want.

WHY not sell a 'Rules Only' book for £15 to £20?ALL the existing players would have a cheap upgrade alternative , to keep them interested in GW.

How many existing WHFB players have picked up alternative rule sets or kept using 7th ed rules and minatures?

GW continue to lose customers , and all they can think to do is raise prices .It NEEDs more than that .
GW HAS to adress its primary problems, at some point .
Maybe not under its current manegment though...

TTFN