Archive for July, 2015

It’s Showtime

Friday, July 31st, 2015

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Your Movie Part

“All the world’s a stage, and all the men and women merely players;”
-William Shakespeare

If you were to get a part in a play or movie, you would be provided with three basic things:
-A Costume - What to wear.
-A Script - What to say.
-A description of the emotion - How to say it.

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Acting Success
The success or failure of the actor or actress comes down to learning the lines, and then presenting them as though they are being said for the very first time; believable. The audience knows that they are acting, yet in the case of Academy Award winners the “performance” becomes real.

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Selling Success
The same is true when you are a salesperson. Your customer knows that you are a salesperson and that you want the sale. To succeed you must present your product in the best possible way, with the best possible words, as though you have never said them before. To do this you must have your lines memorized so that you can focus on how you are saying them, not thinking about what to say next.

Claim Your Place on the Planet

Sunday, July 26th, 2015

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Decide What You Want
Every living being on this planet has a place where he, she or it can succeed. Finding that place may require being in the wrong place first.

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Keep Going Until You Get There
Wherever you are at this moment is where you are supposed to be at this moment. If you don’t know where you are going next, focus on doing your best where you are. Do that, and when the time is right you will find yourself in the right place. 

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It’s Time!
And when it comes, embrace it, make the most of it. It’s for the best.

Mission Statements

Sunday, July 19th, 2015

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Do YOU Have One?
“What’s your mission statement?” is a question I ask my new clients. It’s amazing how many don’t have one, or don’t know what it is. Even more amazing is how bad some of the ones I hear are. They are too long, too general, and not memorable.

Your Mission Statement:
-Must state who you are and what you do.
-Must be concise and easy to understand.
-Must be meaningful and memorable.

Our Mission Statement at Success Dynamics is; “We Make Success Easy.” It is at the heart of everything we do.

Be Early!

Wednesday, July 15th, 2015

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Only Ten Minutes:
The most important 10 minutes of your work-day is the five minutes before you are supposed to be there and the first five minutes after you arrive. People that arrive right “On Time” probably experienced some stress in the five minutes prior to arriving. An unexpected traffic delay becomes a nightmare. That stress can set the tone for the entire day.

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First Impressions:
On the other hand when you arrive early, you have time to get settled and ready to make the right first impression on your first customer.

Questions and Answers

Saturday, July 11th, 2015

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Team Surf-n-Sea - Haleiwa, Hawaii
I have been doing Success Rallies in this store for about 20 years now. We meet on a Monday evening after the store closes. In spite of the fact that they have either been working or perhaps surfing all day, they consistently show up excited to listen and learn ways to be better. They take more notes than I normally see being taken at other rallies, and Joe Green, the owner usually has the longest list of notes.

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Ask Me:
For our July 2015 Rally everyone was asked to bring one question for me to answer. They did, and it was great. I was amazed at the number of questions submitted and the fact that very few were repeats. While some of the questions were pertinent (and even confidential) to their store only, several others could be asked in any retail store and therefore are share worthy.

QUESTION:
How can one handle conflict between employees without the need to involve management?

ANSWER:
Conflicts among salespeople are common, perhaps too common, especially when commissions are involved. Keep in mind that the commission on any one sale is NEVER as important as your relationship with your co-worker. If you find yourself in conflict, talk it out keeping in mind that everything you do is for the customer. Think WHAT, not WHO when issues arise.

QUESTION:
Would it be beneficial to pay more attention to sales-per-hour than total sales?

ANSWER:
This is a question that got overlooked, but the salesperson sought me out at the end of the rally to ask it. I was impressed by that. I explained that the Morning Report does show sales-per-hour, and many of our customers choose to incentivize there, as compared to total sales. The biggest determining factor is how many part-time salespeople there are. When there is a large percentage of part-timers, sales-per-hour is a good way to go as it levels the playing field.

QUESTION:
How can I motivate other employees to get more involved, like keeping busy when not with customers?

ANSWER: 
Although managing your co-workers is not your main job, a friendly reminder that there is something else that he or she could be doing at the moment would be okay. Constantly remind each other that this is a team effort and it takes everyone’s involvement to reach and exceed store goals. This is also why you have bonuses based on sales over-goal.

QUESTION:
Do you have any tips on how to identify a thief?

ANSWER: 
Thieves in a retail store are pretty good at blending in and looking normal. More important than identifying a thief is preventing him or her from stealing. The best deterrent to theft is an alert, aware salesperson. When you see a customer without merchandise in-hand, approach and ask the key questions, “Do you live close by? Have you been in our store before? How much do you know about us?” In other words, start selling. The thief will be dissapointed and leave; the prospective customer will buy.

QUESTION:
When a cashier asks someone that I worked with, “Did anyone help you today?” and the customer say’s, “No” or gives my co-worker’s name, is that something I can dispute later? Or, should I just accept what the customer says?

ANSWER: 
The best solution to this problem is prevention. Be sure that your name-tag is easily visible, and make it easy for the cashier to know that you worked with this customer. Introduce the customer to the cashier saying, “Mary here will ring that up for you, and I will still be in the store if you think of something else you need.” Keep in mind that merely greeting a customer at some point does not entitle you to ownership. And should the customer give the cashier someone else’s name, there’s a good chance that other person made a stronger impact than you did. Learn from that and move on. Disputes after the fact tear down teamwork; avoid them.

QUESTION:
When you are faced with a disagreeable customer that comes across as angry, yet is a buyer, how do you go about giving the information he or she needs to make an intelligent buying decision without seeming rude or pushy? Or, does it really matter since they are a 100% buyer?

ANSWER: 
The answer to this in one word is, “Sensitivity.” Keep in mind that the customer is always right, and is not being paid to behave in any particular way; you are.

QUESTION:
What should be done to most efficiently sell when two salespeople are competing for a customer’s attention?

ANSWER: 
Two salespeople should NOT be “competing” for a customer’s attention. Never butt-in on a salesperson that is with a customer. The only time two salespeople should be talking to the same customer is when one of them has invited the other in to assist.

QUESTION:
How do you motivate everyone to re-stock on their down time not leaving their assigned area?

ANSWER:
A “gentle” nudge by anyone should be sufficient. It is important for everyone to be professional and keep their priorities in order. The customer is the #1 priority. Other tasks should be done when not with customers.

QUESTION:
Should you follow through and push for the sale when the customer won’t take your advice on the product?

ANSWER:
Remember that he customer is always right, and the minute you try to sell something that your customer does not like, there is something else that he or she does not like; YOU!

QUESTION:
What do you do when attempting to sell when there is an obvious language barrier without looking foolish, yet still giving the customers the attention they need?

ANSWER: 
People on vacation are usually able to communicate adequately in the language used where they are visiting. They do fine in restaurants, hotels, airplanes and in taxis, but when in retail stores their “language barrier” can become the ideal tool needed to avoid a salesperson doing his or her job. Don’t let that happen. Just speak slowly, point and use body language.

QUESTION:
How do you get a co-worker to calm down, not be so intense on the sales floor, and to stop butting in on your sales? Salespeople will ask others for help if they need it! Please stop!

ANSWER:
As mentioned in an earlier question, no-one should ever “But in” on another salesperson’s sale. That being said, we do appreciate intensity and excitement on the sales floor, but it must be controlled. If out of control, it becomes a management issue. And, yes you should invite another salesperson into the sale when you are not doing well with that customer, or has more knowledge than you about the product you are showing.

QUESTION:
How can we discourage other employees from stealing other people’s sales?  (In a positive way)

ANSWER:
“Stealing” is a very harsh word, and I doubt if very much of that actually goes on. Stealing” would be someone going into the point-of-sale system and changing the sale from your name to his or hers. We do however have salespeople that will step in and take over when a customer has been abandoned; that is not stealing. Simply greeting a customer does not give you ownership. If you are truly working with a customer it should be obvious, and it is very unlikely that anyone would be able to take it away from you. 

QUESTION:
What should employees say to customers that say that they can get a surf lesson (or something else) cheaper down the street?

ANSWER:
Anytime price is presented as an objection, ask, “Is the price your only concern?” Chances are it is not. Find out what is. If it is, simply say, “Our prices are based on experienced and quality instructors and while the price may be a bit higher, our customers are pleased in the long run.”

QUESTION:
How do you deal with rude customers?

ANSWER:
First of all, never get rude back. Then, keep the main rule in mind that the customer is always right, and is not being paid to be polite to you. After that, keep smiling and “Kill them with kindness.” Don’t take it personal.

QUESTION:
What are some good ways to add-on and to keep our customers coming back for more.

ANSWER:
A person at the register is 7x more likely to buy something else than the next person coming in the store is to buy anything. Keep this in mind and then ask yourself those three key questions when you see the money.

1.Who is my customer?
2. What is he or she already buying and why?
3. What else do I have that MIGHT serve this customer?

Then pro-actively suggest that item saying, “Oh by the way…”
And to keep them coming back, be sure to capture their e-mail addresses and stay in touch as the year goes by.
Remember Joe Girard’s Law of 250. “Whenever something significant happens in a persons life, as many as 250 other people are likely to hear about it.” Purchasing something from your store is a significant event.

QUESTION:
Can you use small talk to open up dialogue about a certain item?

ANSWER:
Small talk is not suggested, since it may not not be perceived as sincere, and most likely isn’t. The customer did not come into the store to tell you how he or she is doing today or to talk about the weather. At this point it is best to simply give the customer one statement of fact about the item being looked at, then shut up and get a response.

QUESTION:
What do you like to do?

ANSWER:
In addition to exercising, my favorite activity is thinking and looking for ways to help my clients enjoy more success.

MORE:
I enjoy answering questions and would welcome yours. Because I keep myself busy, the best way to communicate with me is via e-mail. I’m easy to reach and return every e-mail I get. Find me at itseasy@me.com

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I Don’t Want to Hear it!

Tuesday, July 7th, 2015

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Rejection!
Nobody likes to be rejected. Unfortunately life is full of potential rejection. People are rejected when seeking jobs, opportunities, romance, friendships, attention, and success in general. In retail selling the most dreaded words are, “I’m just looking,” “I want to think about it,” and “I’ll be back.” They are all variations of the worst of all, “No!”
Ironically, those that get the most rejection are the same ones that get the most acceptance… that is IF the rejection is handled right. Most people, when rejected will either “Bear Down” and try to have their way, or give up and “Bail Out.”

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“Not Yet.”
When salespeople learn the art of turning, “No” into, “No, not yet,” their sales go up.
The first step in doing that is not taking it personal. Selling is giving the customer sufficient information to make an intelligent buying decision, whether that be, “Yes” or “No.” You must be okay with “No” to the wrong item in order to get “Yes” to the right one.

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MAYBE!
Sure you would like your customer to buy it now, but that may not be what the customer is ready to do. There could be some hidden reason for not buying it that you haven’t uncovered yet, and if so, pushing for the sale could push the customer right out the door. “The minute that you try to sell me something that I don’t like, there’s something else that I don’t like.” It is much easier to sell what the customer likes than what you want to sell. Sometimes that takes some time and you must be willing to spend that time. Get to the right item and then, Sell, Sell, Sell!
It’s Easy!

Keeping Score

Friday, July 3rd, 2015

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In Sports
In sports there are scoreboards They motivate the players to a higher level of performance by creating awareness and competition. They let the players know where they are going. When falling behind, they alert them in time to make the changes needed in time to win the game.

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In Transportation
In transportation there are dashboards in cars and airplane cockpits. They let the drivers and pilots know where they are going and how fast. They act as alarm systems to alert drivers and pilots when something isn’t going right in time to prevent a crash or accident.

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In Business:
Scoreboards and dashboards are important in business as well. They let the people in the company know if they are making money or losing money. They let the owners know if they are going to stay in business or not. Ideally the alarms would sound before it’s too late to make changes.

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Too Late:
But, too often a dangerous trend is noticed too late or not at all, and a crash occurs. Unlike the dashboards in planes and cars, there are unseen variables. In the car the dials work exactly the same regardless who drivers are. Not so in business. Spreadsheets are often times looked at when the month is over leaving no time for a correction in behavior or change of direction.

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Here Comes the Sun
There’s no more comforting feeling than waking up in the morning fully aware of everything that has happened right up through closing last night all with little or no effort on your part. We can help you with that: CLICK HERE: