Archive for the 'Retail Selling' Category

MICRO-MANAGEMENT:

Sunday, October 22nd, 2017

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“Not Me!” 

We hear people say, “I don’t want to be micromanaged.“ And, “I don’t want to micromanage my people.“ Have you ever heard it?

My definition of micromanaging is, “An overly used term to describe management by those who either don’t want to be managed, or don’t want to or know how to manage.”

 

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Coaches 

Most, almost all people need or could benefit from closer management. in professional sports there are more coaches on the sideline than there are players on the field. And the head coach never misses one play. And these are pros!

 

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Think about how many missed opportunities there are in business.

Two things I have found people will resist more than death and taxes are, change and accountability. Ironically those are two of the most important things that they must embrace to create and generate ongoing success for themselves and for others.

Business owners have the right to know what their employees are doing, and how.

No, this is not spying. Watching the behavior of your competition could be called spying, whereas with your employees it’s part of MANAGING.

What’s the Difference?

Wednesday, October 18th, 2017

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What’s the Difference?

I am often asked what the difference is between OUR Morning Report and MY Daily Motivator. They both are designed to get you going.

 

The Morning Report is a product that we provide to individual businesses, mostly retailers. It is customized for each one of them and sent 365 days a year to the people who make a difference in that business.

It arrives before the rosters crow in Hawaii; and that’s early.

 

MY Daily Motivator is available FREE to anyone with an email address. 

I personally create this 365 days a year.

 

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Get It! 

If you are not on the list now, and would like to be, simply go to SuccessMadeEasy.com and enter your email address in the little box below this photo of me working on tomorrow’s Daily Motivator.

If it anytime, for any reason you choose to stop receiving these, simply click on the “opt out” button.  

SELL QUALITY; NOT PRICE

Saturday, July 15th, 2017

This was published in a Vancouver, BC Newspaper in 2007:

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“It’s Slow”

Friday, July 7th, 2017

Don’t Buy This Excuse!!! 

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“Traffic” is by far the #1 excuse presented to management when sales are low in a retail store. When someone tells me that it’s “Slow,” I say, “Then speed it up.” People walk past stores, look in and then decide if to enter or not. Too many times it’s an “available” salesperson that causes them to walk on by. “There is nothing more threatening to a customer than a salesperson without a one. Even worse is two or more salespeople without customers.” Retail Selling Made Easy.

Do You Bear Down or Bail Out?

Monday, September 26th, 2016

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REJECTION!
Nobody likes rejection, and nobody gets more of it than salespeople. Buying is an emotional decision, and a willing customer can cool off in a heartbeat. You are showing the product and your customer’s head is bobbing up and down like a doll in the back window of the car.  You know it’s going to be a sale. You and your customer are both smiling approvingly. You are thinking, “Oh boy, oh boy.” Then suddenly your customer’s smile goes away and you hear those dreaded words, “I need to think about it; I will be back. That “Oh boy” feeling fades away as your customer begins to walk away. What do you do now? Most people will either bear down and push for the sale, or bail out and hope that the customer will come back. Some do; Most don’t and you know it.

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Which Way Will You Go?
The “Bear Down” salesperson says something like, “You know you love it, that’s a great price, you should get it now.” Some even suddenly drop the price thinking that will close the sale.

The “Bail Out” salesperson says something like, “Okay, here’s my card, please ask for me when you come back.” The customer smiles, agrees and heads for the door. You frown and feel depressed. One of these two scenarios plays out in luxury retail stores across the country every day. There must be a better way, and there is.

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Put on Your Detective Hat
The wise salesperson stops selling at this point and becomes a concerned “detective” looking for the real reason the customer is not buying it. This salesperson says something like, “Okay, but maybe it’s just not the right piece, and if that’s the case, you shouldn’t get it. Let’s take another minute before you leave, and tell me, what is it about this piece that just MIGHT NOT be right?” Now simply shut up and continue looking at the piece. It’s the customer’s turn to talk and you will be surprised how many confessions you will get. You will hear things like, “Well to tell you the truth, it’s more than I was planning to spend.” Or, “It just doesn’t look right to me.” or “It’s actually too big” or “Too small.” These are “truths” that can be dealt with.

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No Means, “No, Not Yet.”
There’s usually a real reason, and when you uncover the truth, chances are you can do something to resolve it and make the sale, if not that item, then another one. The truth will set you free; lies paralyze. If the customer say’s, “No, I just always like to think before buying” and that’s true the truth is that the customer really does need to think about it, help him or her do it while still in the store. Say, “Do you think it MIGHT BE the right piece?” If the answer is, “Yes” or “Maybe,” say, “Let’s be sure” and then go back over the features and benefits of the piece looking for what might be the hold up. If you cannot find a good reason to not buy it, then SELL IT! Say, “It looks like we have found the right item, is there anything we didn’t think about?” If there isn’t, then say, “Let’s do it now and you won’t have to come back.” This is where salespeople are separated from clerks and order takers. The key is doing it for the customer, not for you. The customer will have the product longer than you and the store will have the money. When that’s where your heart is, you and the customer both win.

Hot Dog Story

Monday, August 29th, 2016

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Self Fulfilling Prophecy
This is an old but very telling story that a friend sent to me a while back.

Once there was a man who owned a hot dog stand that he ran by the side of the road. For years he treated his customer’s right, sold good quality hot dogs to lots of people who stopped by to purchase from him. He even made enough money to send his son to college. He wanted his son to be an educated man and successful in the world. So his son went away to college and several years later he returned with his diploma in hand. The man was very pleased to have an educated son who could help him in his business.

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Educated Logic
The next day his son heard him placing his order for hot dogs and commented that he was surprised that he would order so many hot dogs and said, “Dad, haven’t you heard that there is a recession going on?” The man thought about this and concluded that his son had a college education and must know what he was talking about so he cut back his order for hot dogs. People continued to stop at the hot dog stand, but by rush hour the man had run out of hot dogs. He had to turn customers away. After a few times of stopping by and finding the man out of hot dogs his regular customers stopped coming by. This continued for a while and less and less people stopped to buy hot dogs.

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Smart Kid
The man’s income dropped to the point that he could not pay his bills and he went out of business. From this the man concluded; “My son must be right, there is a recession going on!”

Sale City

Wednesday, August 10th, 2016

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The Place to Be:
Everybody is Happy in Sale City. You arrive there when your customer say’s, “I’ll Take It.”
Everybody is a winner, your customer most of all.

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The Right Track:
Be sure to get on the right train. The train will go to where the track leads.

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Other Places:
Not all tracks go to Sale City. Some go where you don’t want to go.

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No Sale City:
This is the worst place of all. Everybody loses. Your customer most of all.

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Small Talk City:
While this may look like a nice place to go, it ends up nowhere.

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Your Guide:
To get to Sale City you must simply get on the right track, stay on the track and keep moving.
The Sale City Express is a tool designed to help you develop and maintain the habits that take you to Sale City.
Like any other tool, it must be used to work. When your customer leaves the store ask yourself nine “Did I” questions;

1. Did I greet this customer in the proper manner?
2. Did I remain sensitive and position myself properly with this customer?
3. Did I ask the best “Take Control Questions” to gain permission to continue with this customer?
4. Did I make the “Trust Sale” by telling this customer WHO we are, WHAT we are, WHAT we sell and WHERE it is in the store?
5. Did I give this customer the specific FACTUAL information needed to make an intelligent buying decision?
6. Did I get an “Escape Excuse” from this customer, and if so handle it with the best “OKAY, BUT” reply to discover the true objection?
7. Did I offer a nudge if this customer truly wants what you are selling and needs some help deciding to get it?
8. Did I make a sale to this customer, and if so, did I attempt to ADD ON by saying, “Oh by the way,” and suggesting something else?
9. Did I BEFRIEND this customer in the end by gathering his or her contact information and giving him or her a reason to return?

These are all questions that you know the answers to and by logging your results with each customer you develop the habit of using the Pro-Active, No-Pressure Selling System which works very well when you work it. For more on this Selling System; CLICK HERE:

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Record the results with 10 customers and then total them at the bottom to see where your strengths and weaknesses are.
Be honest with yourself as you record your answers just like you would on a golf score card when nobody is looking.

Staying Charged

Saturday, July 9th, 2016

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Prepared, but…
Over the years I have accumulated numerous devises to be sure that my iPhone and iPad are full charged regardless of where I am. When in town I use a charger in the cigarette lighter in my car. When traveling I take along one or more of these other devices so that I can work on the go.
As I stepped off of the plane on Maui the other day I realized that I was without any of my charging devices. I wasn’t panicked since I was only going to be there for a few hours. I rented my car and then turned off my phone to conserve energy. A couple of blocks outside of the airport I spotted a Kmart. I can’t recall the last time I was in a Kmart store. It was only 7 AM, but I saw people going in so I decided to see if they sell iPhone chargers that are fully charged.
Upon entering the store I saw three employees chatting with each other by the register. I excused myself and asked where the electronics department is. One of them pointed over her shoulder and coldly said, “In the back of the store.” I found the department okay, but there was nobody there to assist me. I walked around the store until I found an employee, and asked her if she is familiar with iPhone chargers. She said, “No, but maybe I can find someone who is.” She got on her phone, but was unable to reach anyone. I asked her if there’s a Walmart nearby and she said, “Yes, right down there” as she pointed away from herself. I went to the front door and found another employee outside smoking. I asked him where the Walmart store is and he said, “On Dairy Road right past Starbucks.”

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“Hey Siri”
I picked up my phone and said, “Hey Siri, where’s the closest Walmart?” She immediately pulled up a map and proceeded to give me turn-by-turn directions to the store. I was greeted at the door, and when I asked where the electronics area is, the employee asked me what I am looking for. I told him what I need and he said, “Right this way, follow me.” Upon arriving at the right department he explained the differences between the myriad of charging devices available.

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I said, “I want the best one.” He immediately unlocked the showcase, removed this one, unpackaged it, and showed me that it is fully charged and that it has the capability of charging my iPhone and iPad both at the same time. I said, “Sold.” He took my credit card and escorted me to the register where he promptly and efficiently processed the sale.

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SERVICE SELLS
As I drove off towards Lahaina I couldn’t help but think that Kmart could have had that sale, and that they don’t even know (or care) that they missed it. Sam Walton would be proud. If anybody out there knows Walter Lott, please send this on to him.

PS: I never needed to use it, but surely will one day.

Dumb it Down

Thursday, March 31st, 2016

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“Oh, I See”
While in a Starbucks recently I picked up a bag of Kona Coffee Beans and asked the barista if he would grind them for me. He said, “Sure, what type of filter does your coffee maker use?” I said, “I don’t know, does that make a difference?” He responded, “Yes, it determines how fine I grind the beans.” Feeling a bit stupid, I told him that I would need to find out, handed him the bag of beans and turned to leave.

At this point one of his co-workers stepped in, and making a V Shape with her hands asked, “Is the filter v-shaped like this, or flat?” When I told her it is v-shaped, she took the bag of beans from her male co-worketr and said, “Got it. That’s all we needed to know.” A $30 sale was made that had just been lost a few seconds ago.

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Don’t ASS/U/ME
Everyone knows what happens when you assume. Sales are missed every day in computer stores, car dealerships and many other places because of a salesperson assuming that the customer understands what he or she has been taught. Avoid using company jargon. Back to Starbucks; I once asked for a “Medium” size cup of coffee and the person behind the counter said, “We call that a grande.” I have yet to go in there again.

Your Best?

Tuesday, March 22nd, 2016

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YES!
A friend of mine likes to say, “There’s always a little juice left in the orange.” I prefer, “There’s always a little toothpaste left in the tube.” While both of those statement are true, undeniable and acceptable, some people still say, “I did the best I could.” When I hear that I (somewhat sarcastically) will respond with, “Oh, I hope not.”

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Missed Opportunities:
In sales, retail in particular, more is missed than realized. Everyone agrees that a good, sincere greeting is an essential element to retail success, however it doesn’t ALWAYS happen. Stores are usually in one of two modes; no customers or several customers. Ironically more sales are missed when busy than when not. How can this be? A busy store is a draw to potential customers because people think, “There must be something good going on in there,” and the salespeople are occupied, thus no potential threat of pressure. But, without an available salesperson, sales will be missed.

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Look All Around
A busy salesperson may not even see other customers entering the store, thus missed opportunities. To maximize your opportunities, use your peripheral vision at all times to see everything going on around you. Customers who may be “just looking” will change their body language when they see something they like. When this happens you must be ready to move-in and begin giving information.