Merchant Retailers Work-Out For Healthier Sales and Profits!
Try to avoid saying the word "no" for an entire day. It's hard. "No" is one of the first words we learn to comprehend as children. If you find it too difficult to totally eliminate the word from your vocabulary for 24 hours, just try to keep from starting sentences with it. Even that can be a challenge. The point is to focus on the positive, and be able to tell your customer what you can do, not what you can't.
Try to avoid saying "I don't know" for an entire day. This one isn't as tricky as avoiding "no", but you might be surprised how often you'll catch yourself. If you're asked a question that you don't know the answer to, simply say something along the lines of "That's a good question. I'm not sure, so let me get you a definite answer." You owe it to yourself and to your customer to have accurate information.
Speak to your colleagues only in questions. This one can be tricky. If you're not careful it can quickly become annoying to others. A helpful tip is to watch how you speak your questions. Also, make sure you're asking complete questions, not just asking "why?" That doesn't count.
Speaking of questions, here's one you should already be doing but I'll throw it in because it never hurts to practice.
Only ask questions that can't be answered with a "yes" or "no". Open-ended questions are your best tool for learning about customers' needs. Star your questions with "who", "what", "where", "when", or "why" and you'll unearth a wealth of information to help you find the right product for your customer.
Go a day without wearing your watch. Again, another tough exercise. You customers deserve your undivided attention. Looking at your watch, even for a moment, can detract from your interaction with them. Even if you're not directly engaged with a customer, looking at your watch can make you look aloof and anxious to move on to your next activity. Granted, you might be late for a lunch break, or overstay your shift, but you'll find that there's one less distraction to take you away from serving your customer. Of course, if your job is selling watches, you might want to skip this particular exercise.
Go a day without anything in your pockets. This follows along the same theme as a day without your watch. When you arrive at work, empty your pockets and put your belongings in a safe place. Now go through the day without putting anything in your pockets. No pens, no notes, no business cards, no change, and especially not your hands. Think of all the things you stuff in your pockets during the course of the day, and most of it is either ignored at the end of the day or ends up in the wash. And nobody likes to see a salesperson standing around with his or her hands in their pockets.
A must read on for merchant retailers.
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