If your 2017 sales weren’t as expected or you just need a wee bit of help doing better (because who doesn’t want their sales to grow?), then here are more smart sales practices for you. This is the second part of the “Tried and True Practices to Sell More This 2018” blog series.
Firstly, don’t let your staff hound your customers. Instead, train them to spot or create the right opportunities for interaction.
For example that one of your staff members sees a customer starting to rummage through your shelf of discounted shirts.
They must grab this chance to offer help, and if the customer responds positively, throw in some probing questions like:
- What are you looking for?
- Who is it for?
- Is it for their everyday use or for a special occasion?
With each question is a chance to bond or establish rapport with the customer, and customers – in the real sense of the word – are made from the first or two interactions and overall impression of your store.
Each interaction may not always end with a purchase. A reality is, not all who enter stores are sure buyers, but some are just window shoppers or curious ones. Nevertheless, all are potential customers.
But what if you don’t have what the customer is looking for?
Product knowledge is key
Time is of the essence for some buyers, so asking a customer asking your staff if you’ve got that one thing you’re looking for can be really helpful for them.
But sometimes, offering an intelligent alternative can prove even more so. And here is where your staff’s product knowledge comes in very handy.
Suppose that a customer asks your staff about disposable diapers, but you happen to sell washable ones.
Some of the few beneficial things your staff can do here are:
- Politely tell the customer something like, “I’m afraid we don’t. But we do have washable diapers that are cost-effective and eco-friendly too.” This or anything that could pique the customer’s curiosity about what you have.
- Your staff can explain that though the price is a little higher at the onset as compared to disposable ones, then explain that the benefits outweigh the initial cost.
- Should the customer really not opt for what you have, then, by all means, direct them to a store nearby that sells what they’re looking for. That way, they’ll remember the nice experience they had and that you saved their time.
Of course, being helpful and being assumingly helpful are galaxies apart. What do we mean?
Remember the probing questions? If your staff doesn’t know how to listen to the customer’s needs, then they could possibly rant away at things that might boor or disinterest the latter.
There are informative people and there are smarty-pants. And customers know the difference.
Lastly, be genuine. Greeting with a smile, asking probing questions, respecting their time – altogether these imprint to customers that you care.
Sometimes, the extra amount a customer pays (if ever yours happens to be a little bit higher than others) may be easily dismissed because of the familiarity and security that being in your store offers.
Just look at Starbucks and other successful brands. Being genuine doesn’t hurt, especially in the long-run.
And putting to practice today all of these tips and more with the future growth of your business in mind is not unwise.