It’s as EASY as ABC
I’m not sure where I originally saw this, but I just came across it again and want to share it with you.
-Attention to the customer is more important than anything. Period.
-Be on the floor during peak hours.
-Check your ego at the door.
-Delegate operational areas so you can spend more time leading your team.
-Energy and passion are your most effective tools.
-Focus your team on achieving daily goals and the month will take care of itself.
-Go first when you introduce something new in the store. People learn from watching you.
-Humor is a great way to manage your team - as long as it’s in good taste. Remember, what’s funny to you may not be funny to someone else on your team
-Interview potential employees as if your future depends on it. Most of the time it does.
-Just because you think something doesn’t mean you should say it. Think before talking.
-Knowledgeable employees are vital to a store’s success. Your role is to provide knowledge in an easy to learn, easy to apply method.
-Lead by example with every customer encounter.
-Meeting one-on-one with each team member every month keeps communication open and positive.
-Never put off a difficult conversation with an employee unless the time truly isn’t right. Waiting rarely makes it easier or better.
-Optimism is a must for a team to achieve its goals.
-Practice makes permanent. Roleplay with at least one person every day. Remember, go first.
-Question your team members regularly about how you and the store can improve. Be open to their suggestions.
-Respect people’s privacy. As a manager or owner it’s inappropriate to share knowledge about one person with another unless there’s a real need to know.
-Stress out at work and your team stresses with you. Remain upbeat and positive and your team remains upbeat and positive.
-Time is one of the most valuable assets you have in a day. Spend it wisely.
-Use each team member’s strength to help others on the team to grow.
-Values and integrity determine what kind of leader you really are.
-“We” should be used more than “I” or “you” every day.
-X rated words should never be used at the store.
-Your development is as important as your team’s development. You can’t give away what you don’t have.
-Zap negativity before it spreads. Resolve issues or conflicts before they undermine the rest of the team and, eventually, the customer.

Another Record Crowd
I conducted my 1st Monthly Success Rally at Whalers Village in May of 1991. We had about 25 people in attendance. Today, 19 1/2 years later, we set yet another attendance record; 195 people.

The Line-Up
People line up early at Leilanis on the Beach to get their refreshments and favorite front or back row seats.

SRO
Today we had standing room only. My topics at these rallies vary from teaching Pro-Active, No-Pressure Selling to “Life Lessons” that can be used no matter what a person’s job is today or will be tomorrow.
Today’s subjects were “Handling Customer Discount Requests, Being Positive, Goal Setting, and Discipline.”
I am grateful to the management staff at Whaler’s Village, Leilani’s and General Growth Properties for extending this long time, ongoing opportunity for me to make a difference.

Changes? Yes
I was born in 1941; Yes, that makes me 69 years old this year. My High School graduation class just held its 50th reunion; No, I didn’t go. I have seen a lot of changes in the world since leaving high school; I don’t remember too many before that.

The 60’s
Yes; I remember the 60’s; that’s when I launched a career in selling, business and managing people. Can you spot me in the photo above? I have learned a lot about those two subjects as well in the past 50 years. It seems like a lot has changed; some changes better than others.
CLICK HERE to see Conan Obrian getting a history lesson.

41 Chevy
When I came across a 1941 Chevrolet Sales Training and Motivational Movie for managers recently, I made numerous observations. At first I was offended by the use of the terms, “He, Him, Man” and “Men” when referring to salespeople. In all fairness, that’s just the way it was in 1941. Today, women represent the majority of most company sales teams. My only purpose in mentioning this is that I would like for you to overlook that outdated language as you watch this movie. There is a very strong message in here for TODAY’S sales manager. I hope you get it.
If you missed the link above, and you manage people, you must see this movie:
CLICK HERE and then share your comments about the message I refer to.

You CANNOT “Train” People!

I am oftentimes introduced as a “trainer”, or “sales trainer” and I quickly deny that description of what I do.

Some people claim, “People are a part of the animal kingdom, if you can you train one, you should be able to train the other”. I can accept the “should be” part of that statement, but the reality is that there are some major differences between the human animal and the others.

A dolphin can be “taught” and then “trained” through repetition and reward to jump over a bar every time the whistle blows and the little stick is held out. The dolphin (or other animals) will do what they have been “trained” to do, regardless of their mood that day, the weather, or what the other animals are doing.

People can surely be taught to do something, however they may or may not do it depending entirely upon their mood that day, the weather, or what other people are doing.

Head Coach

In the game of football the head coach never misses a down. People need coaching, watching, critiquing, praising and sometimes even reprimanding just to get them to do what they were taught to do.

Learning Becomes Permanent
You can teach a dolphin to jump in the air by offering a reward when done. Once that behavior has been learned, the dolphin is “trained” and will always make the jump EVERY TIME the reward is offered, regardless of the weather, the dolphin’s mood and what the other dolphins are doing.

Not With People
I have come to the conclusion that you cannot “train” people. Often times I am introduced as a “sales trainer” and I usually start my talk with a disclaimer to the introduction. It’s easy to assume you can “train” people since they are a part of the animal kingdom.
You can teach people WHAT to do, but they are oftentimes greatly influenced by things like the weather, their mood and what other people are doing, regardless of the rewards.

Constant Coaching
Once taught, people must be motivated, coached and inspired to keep doing it. Even professional athletes that have been taught the game well need constant motivation, coaching and inspiration to play at their best potential. In professional football there are more coaches on the sidelines than there are players on the field.

Head Coach
The head coach never misses a down, and these are pros; the best of the best. In business we often times find the head coach (manager) in the office, the back room, out of town, or down at the bank during the game.
No wonder there are so many “fumbles.”

Know It Well

While meeting with the sales staff at Avila Retail in Albuquerque last month I described the importance of telling your customers the “W’s” about your store; WHO you are; WHAT you are, WHAT you sell, and WHERE it is in the store. Doing this breaks down barriers, makes the “trust sale” and gives the customer direction.
To be prepared, you must have it memorized and practiced to the point that you can deliver it as if it were the 1st time you ever did.
I was delighted this morning to get a call and follow up e-mail from Bob Shank in Albuquerque wanting “my take” on this memo he is sending to his sales staff. I think he say’s it very well.
Do You Have Your Elevator Speech Ready?
By Bob Shank

Do you remember the last time you rode in an elevator? If there was someone riding with you, nine chances out of ten you had some sort of conversation. You probably told them a little bit about yourself; such as where you’re from, what you do, and why you’re in town. Now think about the length of the ride. It was probably no more than a minute or two, tops. This conversation is called your “Elevator Speech”. Now think about a short, to the point “Elevator Speech” that you can use when you “TELL” (Step 4) your customers about your store. In Retail Selling Made Easy, Ron says “Tell your customers who you are, what you are, what you sell and where it is in a pro-active, no-pressure manner. Pro-Active, No Pressure Selling enables you to make the most of your time with customers while enabling you to effectively use the 9 Steps to Sales City. Good luck to you all and remember . . . keep riding those elevators!

Still Only $10 Each

The Ron Raw series of CD’s recorded live and unedited at recent Success Rallies is growing and becoming very popular.
These “lively” CD’s are ideal for listening to in your car or as “background sound” while working on your computer.

The current available titles are:
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“Systems Work”
40 Minutes

This CD outlines the differences that following a system can make, as compared to “shooting from the hip” when selling, or playing “mental combat” with customers.

This CD explains why so many customers reject a salesperson right from the start, and how you can break down that defense.
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“Stop Shoplifting”
20 Minutes

Whether you call it “Pilferage”, “Shrinkage” or “Shoplifting” it all costs you money. Some of it is unavoidable, but much of it can be controlled.

This CD shares things that you can do to CUT YOUR LOSSES.
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“First Impressions”
52 Minutes

Customers begin forming impressions from the moment they enter your store.
First Impressions are lasting impressions and you only get one chance to make the best one.

This CD outlines the keys to making the best first impression, both visually and audibly.
How you Look and What you Say make the first impression. When you make the right one you open the door for selling success.
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“Pro-Active, No-Pressure Selling 9 Steps”
66 Minutes

This CD Features Ron presenting a total overview of all 9 steps in one fast moving hour and six minutes. This is a CD that you will want to listen to over and over in your car and on your computer.

Pro-Active, No-Pressure is a system. By hearing to it repetitiously you will eventually find yourself using it automatically in the store. When you do, your sales will go up and up.
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“Restaurant Success”
62 Minutes

It’s the little things that determine the level of success in any business. When it comes to a restaurant, those “little things” add up to the customer’s total experience.

Amazingly, the same behavior that leads to a great dining experience also leads to a better bottom line for the restaurant as a business.

This CD covers those little things. It is something that you will want everyone to hear from the hostess to the dishwasher.
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“Questions Are the Answer”
51 Minutes

Someone is always in control; if it not the salesperson, it will be the customer. Salespeople that know where they are going and how to get there are the ones that have the most success.

Questions give you control. Questions allow you to determine the direction you are going with a sale. There are good questions and there are bad questions. This CD tells you which is which.

Order Yours Today - 808-947-7500

This story was sent to the salespeople at Curtis Wilson Cost Gallery on Maui
http://www.costgallery.com

Many years ago, I had a tennis-lesson-from-hell at the Maui Country Club. Steve, the club pro, came up to the edge of the net and asked me to hit the one stroke I was absolutely certain I could return successfully within his reach every single time. He would hit it back to me and we would count how many hits we could accumulate before missing a ball. He fed me a ball and we started rallying and reached 10 or 15 before I missed one. Steve re-approached the net and said to me again “hit the one ball you know you can hit each and every time.” The next rally got to 30 or so before I missed another. Steve once again approached the net but this time he raised his voice. “Hit the one ball YOU KNOW you can get back safely!” His tone was a little unnerving and I started to wonder what gave him the right to speak to me like that. After all, I was his client, not his subordinate. Our next rally got to about 35 hits before I hit another a little out of his reach. All of a sudden, Steve threw down his racket and marched up to the net and yelled at me. “CURTIS, HIT THE ONE YOU KNOW YOU CAN HIT BACK SAFELY EVERY SINGLE TIME!

I stood there completely aghast as he walked back to pick up his racket. He turned and calmly fed me another ball. I was beside myself. I could not believe the nerve of this guy. I decided that I would report his abuse to the club’s board of directors. When the ball reached me I hit it so focused on not missing another one that I hit a safe little dink, just to make sure it went back to him. I did this again and again, focusing and concentrating on my footwork, bending my knees, stepping through the ball making absolutely sure I got it back to him. We reached well over a hundred hits. At that point Steve grabbed the ball out of the air. “Exactly! That is exactly what I’m after. That focused little dink you’re hitting is the one I’m looking for. You need to be aware that you possess it.

That’s the shot you need to rely on. It’s the absolute minimum and essential shot that will get you out of trouble.

I walked away intent upon reporting him to the club officials. He had clearly crossed the line. On the other hand I DID learn what he meant for me to learn. There is a place to go to, mentally, which has a different focus. I didn’t know that I possessed a shot which I can hit every time if I focused and concentrated on removing all the unnecessary variables. I would not have found it if Steve hadn’t taken it to such extremes. In my quiver of tennis strokes, this is the one on which my game is now based.

My motive in telling this story has to do with the Boss Card goals in the Morning Report. When you set your Boss Card goals, you need to use the same strategy.

Boss Cards are an instrument to HELP you, not demoralize you. If they are demoralizing you, they are not set right. Set your goal at something you KNOW you can daily attain. It’s okay for it to be low, but it MUST BE REACHED EVERY SINGLE MONTH. Remember, it’s an average. You might make up a few bad days with one good day. But it is vital that you commit to a number and maintain it.

It’s also equally important to use the diagnostics Ron Martin provides to improve your performance to higher levels, such as the Sales City Express charts.

Everything yields to focused concentration and attainable goals. It’s a proven system you can rely on. The charts are illuminating if you use them, but they must be used to do any good.

Ask others for tips and advice. Make Proactive No Pressure Selling the focus of your time at work. Read a chapter in the book before starting each shift. Rehearse the steps with every customer.

Set reasonable and reachable goals and commit to them.

Curtis