| My wife, Jan, told me we needed a new porch | | | | customers outstanding services you do not have |
| swing, which meant I should go and buy one. Like | | | | to sell at a lower price. |
| a lot of guys I am not a good shopper. I like to | | | | First we must be prepared to sell and service: |
| go into a store, tell a sales professional what I | | | | A sales professional knows the inventory |
| want, buy it and leave. | | | | frontwards and backwards. When a customer |
| I began my quest to get Jan a new porch swing | | | | asks for a particular item or group of items the |
| by asking my next door neighbor Henry where I | | | | sales professional knows where they are in the |
| could find a summer item in the middle of January. | | | | store and all the add on items that can be sold |
| He told me he recently saw porch swings at | | | | along with what is being asked for. |
| Home Depot. Although I prefer never to shop the | | | | Steps in going from a Clerk to a Sales |
| big boxes I was in a hurry so I drove there, went | | | | Professional: |
| in the store, over to the customer service | | | | 1. Get out from behind the counter... Greet the |
| counter and asked the Clerk behind the counter, | | | | customers as if each one is a millionaire looking |
| "Could you please show me your porch swings?" | | | | for a business to spend all their money at. Role |
| He replied, "They are in aisle 12". I told him he was | | | | out the red carpet. Be excited that they are in |
| behind the 'customer NO SERVICE COUNTER' and | | | | your business. Thank them for coming in. Some |
| turned around and left the store. | | | | of you are thinking this advice is right out of |
| My next stop was an independent Home | | | | selling 101. Well it is, because it works. It worked |
| Improvement Center. I parked, went into the | | | | for my grandfather in the 20's-40's. It worked for |
| store. I found they do not have a customer | | | | my father in the 40's - 70's. It works for me in |
| service counter. They do not need one. Everyone | | | | the 70's till now. And it will help you increase your |
| working there provides great customer service. | | | | sales and profits. |
| As I walked in the store a young man came up | | | | 2. Ask for the sale. |
| to me and said, "How can I help you?" | | | | (A) Asking for the sale starts right at the |
| I said to this Sales Professional, "Yes, I am looking | | | | greeting. I do not like to ask the customer, "Can I |
| for a wooden porch swing. He replied, "Follow me | | | | help you?" because I usually hear, "NO." or "Just |
| please." He took me to the porch swings, and | | | | looking." Which is the same as "NO" |
| showed me the differences (the different value) | | | | To never allow the customer to say "NO"...Never |
| between two different models. I purchased our | | | | ask a question they can answer with a "NO" |
| new porch swing. | | | | Instead give them choices: |
| There are two different types of people who sell | | | | Greet customers with a smile and ask them, "Are |
| products to customers: Clerks and Sales | | | | you here to look at our new |
| Professionals. | | | | ________________. |
| Clerk: The person behind the counter that directs | | | | Or are you interested in |
| customers, rings up the sales and puts items in a | | | | ______________________? |
| bag for the customer. | | | | For some people going from a clerk to a Sales |
| Sales Professional: The person that increases sales | | | | Professional will be difficult at first but it is just like |
| by: | | | | learning to ride a bicycle. At first you fall off, then |
| 1. Helping the customer make buying decisions. | | | | you ride erratic and then with practice you learn |
| 2. Asking the customer to make purchases. | | | | and the ride is smooth. Just like your sales |
| 3. Building a relationship that will bring the | | | | presentation will become smooth with practice. |
| customer back time, after time, after time. | | | | (B) After you have greeted your customer |
| Since today's buyer has many, many places to | | | | properly and gave them a choice you have a |
| purchase the products we sell, the days of being | | | | better idea of what they are looking for, but if |
| successful by just standing behind the counter | | | | you still get the old, "I am just looking." That's OK, |
| and bagging products (Clerking) for our customers | | | | because you have started one of the most |
| is over. | | | | important processes you can have with your |
| But the good news is...All we have to do to be | | | | customers. You have started establishing and |
| successful Sales Professions that will increase our | | | | building a relationship. Your customer now feels |
| sales and profits is to follow the # 1 Rule of | | | | they can talk with you, ask you questions, and |
| Selling: The one who solves the customer's | | | | take your advice. And we are going to take |
| problems, wants and needs the easiest for them | | | | advantage of our relationship building to sell each |
| will get the sale. | | | | customer more items every time they come into |
| In my retail, wholesale and manufacturing | | | | our store, call us, email us, fax us or we contact |
| businesses our sales professionals made it easier, | | | | them. |
| more enjoyable, more fun, more convenient for | | | | Now this is simple. When you see your customer |
| the buyer to buy our products and services than | | | | looking at a particular item, or they mention it, |
| dealing with the competition. My customers | | | | you simply mention add on items, accessories |
| enjoyed buying, giving me their money in my | | | | that they can purchase with the item they are |
| businesses. And we try always to be the highest | | | | looking at. |
| price in the business. Because when you give the | | | | |