Are you a WEALTHY Retailer? Yes, then you believe systems define outcomes and the need for a selling system strategy on your sales floor is paramount. So what is a selling system? It is a consequential set of actions and reactions that ensure EVERY customer who enters your store gets the highest level of care and service no matter who serves them; regardless of whether they buy from us.
So what are the 7 steps?
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THE GREETING
Ensure every customer who enters the store gets a verbal greeting. One that is socially welcoming and puts the customer at ease. Remember great closings come from great openings!
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ENGAGING CUSTOMERS
Begin with a little social chit chat. Talk about anything BUT your store. Remember conversations begin with open-ended questions.
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UNDERSTANDING CUSTOMER NEEDS
Successful sales strategies involve asking questions that revolve around the customer. “What brings YOU in today” or “Are YOU shopping for YOURSELF or someone special.” Refrain from asking questions like “do you need some help” or “have you been helped yet”. These kinds of questions can come across with a condescending notation rather than the intended. And more often than not return a response from customers like “just looking”.
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PRESENTING TOTAL SOLUTIONS
Always present customers with a total solution to the already agreed upon needs. Show coordinating accessories and or complimentary pieces to help them complete their purchase.
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HANDLING OBJECTIONS
Understand your customers’ objections. Budget, size and fit, timing, etc. Learn to handle each objection in a way that gives the customer the confidence needed to complete their purchase.
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CLOSING THE SALE
Ask for the sale every time! Don’t be afraid to ask customers to make a purchase. After all, that is why they came into your store in the first place.
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FOLLOW UP
It is imperative that you follow up with every customer including the “be backs”. Always reach out to thank them after their visit and/or purchase in your store. Don’t let customers fall out of your circle of influence – make sure they stay top of mind!
Next month we’ll go into more detail on Greeting & Engaging customers.
