9 Steps to Retailer Selling Success
Today, the concept of vending machine selling is prevalent among many retailers Vending machine selling is what sales associates better called "clerks" provide. Like a vending machine - they can’t answer a question, provide critical product knowledge, keep the Customer from making a mistake, really understand their needs, and find the best products to meet those needs, wants and desires. After each customer, we should ask ourselves what is the difference between what we just did and a vending machine? If the answer to this question is: "Not much", we have a problem, because if we don’t add value to our transaction with our customer we can be replaced with a vending machine! Learn the 9 steps to a successful sales relationship from a retail leader!
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The Nine Steps To A Successful Sales Relationship
• Step One: The Greeting
In most stores we can tell in 15 seconds whether we are dealing with professional retail sales associates or not by the way they greet the customer. Learning how to properly welcome the customer is the first step in a process that will lead to increased sales and customer satisfaction.
• Step Two: Needs Determination
The determination of our customer’s needs, wants and desires is a critical step in selling. How can we really be sure a product we are recommending is right for our customer unless we ask about his or her needs?
• Step Three: Product Knowledge
Product knowledge is what allows us to take the needs we are understanding from the customer and match them with the perfect products.
• Step Four: Suggestion Selling
Recommending products that complement the main item and help to complete the occasion or that address future needs/occasions is the best form of customer service.
• Step Five: Trading Up
Step five is about showing the best/highest price to the customer first, let them appreciate the value
of our proposition and then suggest what’s right for them.
• Step Six: Answering Objections
Not overcoming objections but answering them. Objections are a cry for help; a warning that we could be making a mistake with the customer by selling a product that does not meet their needs and expectations. We need to hear that objection and answer it with information that the customer needs.
• Step Seven: The Close
Where the rubber hits the road, the money hits the register. Sales associates can perform the previous steps well, but miss this step and it’s all for nothing!
• Step Eight: Maximizing The Last Moment
Customers are not like buses: if we miss one there is another one coming along every minute. Keep the customers happy and they will keep coming back!
• Step Nine: After Sales Service
Selling is like a circle. When we provide wonderful after-sales service, we go right back to the greeting: the customer was so happy with us that they come back regularly.