“You never know when one act or one word of encouragement can change a life forever.”
-Zig Ziglar

Make the Trust Sale First
When most customers first see a salesperson, all they see is someone wanting their money. Trust of you or your store is not automatic.
Your customers know nothing about your background, education, values or morals; they just see a salesperson. The sooner you start “selling” the quicker that suspicion becomes validated.

Start With Safe and Honest Questions
Many well meaning salespeople start off with a “small talk” question, assuming that they are relaxing the customer; NOT! If a stranger in the mall stopped and asked you, “How are you doing today?” what would you think?
Once you have greeted your customer, ask a “safe” question like, “Do you live close by?” and/or “Have you been in the store before?” These are “safe” and “honest” questions that are not likely to get you an answer you don’t want to hear.
You can then segue into telling the customers the 4 “W’s” about your store.
Tell your customers:

WHO you are…
WHAT you are…
WHAT you sell…
WHERE it is in the store…

Sell your company and store before you start selling your merchandise. You will be trusted sooner and sell more.

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.

It’s NOT Spying
“Opportunity Shopping” is a rapidly growing segment of our business. I am turned off by the terms “Mystery Shopping” and “Secret Shopping” as they infer “spying.” If you are shopping your competition that’s the case, but to shop your own business is “managing.” Business owners have a right to know what is happening with THEIR customers.
“Opportunity Shopping” is shopping for opportunities to be better. There always are some. Our clients tell us that my personal comments at the end of every Opportunity Shopping Report amount to a “Sales Class.” When owners and general managers visit stores they see employees on their best behavior.
There is a value there as well, but to see it as the customer sees it is priceless. “Listening” to the customer will always generate more sales by way of better “Salespersonship.”

Teach It!
Teaching “clerks” to become salespeople is the name of the game. Clerks “ring up sales”; salespeople “sell.” There’s a big difference. The best way to “teach” is by example. People will pay more attention to what the manager does than what he or she says. Do what you expect, and then inspect what you expect. You will then get what you expect.

Three Steps
Step #1 – Understanding. Teach your salespeople that customers need help, but won’t always ask for it. Customers have questions, but don’t ask them. Customers will buy more, but don’t without your help. Helping is not asking, “May I help you.?

Step #2 – Priorities. Teach your salespeople that customers come first. Whenever they are doing a task or chore, and a customer comes into the store, the customer goes to the head of the list of “things to be done”. Tasks, duties and chores will wait until you finish with the customer. Customers may not wait until you finish the chore.

Step #3 – Selling. Selling is “Giving the customer sufficient information to make an intelligent buying decision, be it yes or no”. This definition from Retail Selling Made Easy must be at the core of all behavior, and must be done in a pro-active, yet no-pressure manner. When it is, selling and success become easy.

But; “Da Desk”
When deciding to buy a new condo I figured that it was time to get the desk I never had. I found it at INspiration, where I played a role in their success for many years. I have had many desks in my time, but now it was time for the biggest and best one yet; my dream desk.

“Da Fit”
After buying it I had a nightmare one night about the delivery. They were unable to get it into my office. I woke up, went up to the office and taped off the dimensions. I thought, “Yeah, it’s going to fit, but how will they ever get it in here?” I didn’t rest easy for the next week.

“Da Delivery”
When the truck pulled up on “delivery day” I was there to meet it, eager to see how it looked in the truck.

“Da Guys”
When I saw Malcolm and Darrell start to unload I was relieved to see that it was all in small containers, and I thought, “OMG, this is going to be quite a job.” Then Malcolm reminded me of one early Sunday morning when I was booked to do a Teamwork Success Rally for the warehouse staff; not my usual audience. Malcolm said, “When I was told to go to a meeting on Sunday, I wasn’t very happy about it. I didn’t want to go. But, by the time you finished talking, I felt like going out and making deliveries.” I don’t think I have ever had a more moving compliment. I got goose bumps. He then said, “And we are here today to deliver your desk in a spirit of harmony” and he reminded me that this was my message to them that Sunday morning. He said, “That’s been my attitude every since.” Wow; more goose bumps.

“Da Assembly”
Next I watched as these two guys worked tirelessly, and in harmony to turn the boxes into my dream desk.

“Da Tip”
When they finished, I was really impressed and asked, “Do both of you guys own a flat screen plasma TV?” Malcolm said, “I do.” Darrell said, “I don’t.” I said, “Then take this one home and enjoy it” and added a cash tip as well.

“Da Feeling”
We have three people bidding to buy that extra TV, but no way would some money in my hand make me feel as good as that TV going home with Darrell did. This whole experience makes me want to go buy more furniture just to see these guys deliver it.

“Da View”
Now the challenge will be focusing on my work rather than the view out the window.

Building Trust
Although I personally have had a lot more success with selling than I did with dating, I have noticed many similarities. Whether it be asking someone out, approaching a customer, asking someone to dance, or closing a sale, in most cases one person probably would like to get more out of the relationship than the other would; or is ready for. Consequently your words early in the “relationship” are crucial.

Six Things You Should Never Say on a First Date
“So how much do you earn?”
“I’ve never had any luck with dating.”
“Sorry I’m Late, I forgot my meds.”
“Have you had any work done?”
“Let me tell you about my ex.?
“What Do You think of a big church Wedding?”

To see the entire article from E-Harmony.com CLICK HERE:
PS
No, I have not been visiting E-Harmony, this article was posted on Oceanic Cable’s Home Page today.

Six Things You Should Not Ask When Greeting a Customer
“May I help you.”
“Is there something in particular you are looking for?
“Are you finding everything okay?”
“Would you like to try that on?”
“Do you have any questions?”
“Is there something I can show you?”

While these questions may seem harmless, and even effective at times, they also can shut you down. Questions demand answers, and sometimes the answer may feel like a commitment the customer is not ready to make. The rule when asking questions is NEVER ask a question that MIGHT get you an answer you DON’T want to hear. Ask questions that are safe for the customer to answer and you will gain permission to proceed.

The Two Main Motivators Are:
Desire for Gain…
Those who are motivated to get more and more of anything stay at it regardless of the obstacles. People who are working to have a bigger bank account, business, car or home, figure out how to get it and do whatever it takes. They set goals and track towards them hourly, daily, weekly and monthly. They get what they want.

Fear of Loss…
Some people don’t really get going until they see things going sour. They don’t want to lose their bank account, business, car or home, and figure out how to keep it and do whatever it takes. Their goal is to keep what they have, and will work tirelessly to do so. In the case of this person, something like today’s sour economy turns out to be a good thing. They wind up with more than would have had if the sailing had been smooth.

A Third Type…
Then there are those who simply take what they get. These people inevitably don’t get enough and don’t seem to care. If they lose the house they sleep in the car. If they lose the car they sleep in the park.

You Decide…
When it comes right down to it you get to decide where and how you live. It’s your call.

All You Fans of Popeye Rejoice!!
This leafy vegetable provides you most of the nutrients your body requires.
Here are some of the properties of spinach:
-Spinach has the ability to lower the cholesterol level of the body
-It also increases your metabolism and thus helps you lose weight
-It helps in the process of creating blood as well as it helps stop bleeding thus making it an excellent remedy for nosebleeds.
-Spinach purifies the blood of the various toxins that cause skin disease
-It is rich in iron and chlorophyll
-It also contains vitamin A in large quantities, which makes it valuable in the treatment of night blindness.

Keep this in mind:
The body does not easily absorb the minerals iron and calcium in spinach.
Spinach contains oxalic acid, a chemical that binds with iron and calcium, thus reducing their absorption by the body. In order to improve iron absorption, one should eat Vitamin C rich foods such as orange juice, tomatoes and other citrus fruits along with spinach.

Ways to make spinach part of your diet:
-Fresh spinach can be used to make a tasty, healthy salad. Add some ripe tomato for the Vitamin C.
-You can add spinach to soups or dishes like lasagna
-Stir-fried spinach along with garlic, onions and red bell peppers make a fantastic side-dish.

Mahalo to Rod Newbound for permission to print this tip. You can visit Rod’s Blog by simply clicking HERE. We are all interested in “anti-aging” eh!

WHY?
When you know HOW to do a job you can keep it. When you know WHY the job should be done you can be the boss. This is why employees need a boss that knows WHY.

WHY?
There’s a good chance that you learned HOW to brush your teeth before you really knew WHY you should. That’s WHY children need mom and dad.
Get in the habit of searching for the WHY behind anything you are asked to do or hear that you should do. Ask yourself;

-Why should I eat right?
-Why should I drink plenty of water?
-Why should I exercise?
-Why should I be on time?
-Why should I get organized?
-Why should I plan my day?
-Why should I tell the truth?
-Why should I think positive?
-Why should I stay focused?
-Why should I be nice to people?

There’s nothing on this list of questions that most people do not know HOW to do, but how many of them don’t get done and WHY not?

Maybe it’s just because they don’t WHY yet.
WHAT can YOU add to the list?