Retail selling skills

Retail Selling Skills A true Art of Innovation & Professionalism

“ The most successful people in any industry are seldom the smartest or best looking….they’re the people who can sell” - Len Foley

Retailing? Only 2 basic tasks to do… ,[object Object],Convert them into customers

Getting People into the Stores ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Converting the Transit Customer into our GUEST…. ,[object Object],[object Object],[object Object],[object Object],The Biggest Challenge!

Environmental Management ,[object Object],[object Object],Price Management – Clearly marked & visible, fair & honest, no hidden cost Promotion Management - Provides customers with information that can help make purchase decisions Credit Management – Both in-house & Bank cards

Personal Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Management ,[object Object],[object Object],[object Object]

The Moments of Truth When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer!

Why do the customers leave? 1% die . 3% move away. 5% develop other relationships. 9% leave for competitive reasons. 14% are dissatisfied with product or service. 68% leave because of rude or discourteous service.

Complaints Handling A unique skill for a Salesman Your most unhappy customers are your greatest source of learning - Bill Gates 37% I want Guest to Complain! 46% 70% 95% 5% won’t come back Complaints resolved quickly 30% won’t come back Complaints resolved 54% won’t come back Complaints not Resolved 63% won’t come back No Complaints Unhappy Customers who will buy from us again

Complaints Handling ,[object Object],[object Object],[object Object],[object Object],“ LAST” impression is the Best impression

OBSESSION WITH CUSTOMER ,[object Object],[object Object],[object Object],[object Object]

Retail sales Management ,[object Object],[object Object],Sales Person Training Evaluation of Sales People Performance Standard, Conversion rate, Sales per hour, Use of Time

The Key Skills in Retail Selling ,[object Object],Link a Bridge – Suggestive selling & Cross Selling. When a customer asks for red lipstick, show her several shades. If she is repurchasing a product, use ‘link selling’ by showing her a companion item. Use ‘bridge selling’ by asking what fragrances she prefers, then show here Estee Lauder perfumes.

The Key Skills in Retail Selling ,[object Object],Lead by the feel – Always show the product to the customer to experience it with a positive note. Use the sentences like, “Isn’t it beautiful?” “Don’t you think your daughter is looking extremely gorgeous in this attire?” or, let the customer try the tie with an appreciative note as “It really goes nice with your personality”

The Key Skills in Retail Selling ,[object Object],Believe in yourself and in your Products – A retail salesperson must have that self-confidence to keep going when everything is going wrong. After all, your customers will believe in you if you believe in yourself and in your products also. The Customers look the confidence in your eyes, in your body language and in your SMILE.

The Key Skills in Retail Selling ,[object Object],Have Perseverance – The person that has the ability to persevere and take ups and downs of selling in stride will find an increasing number of opportunities. All too often salespeople may become frustrated due to the many things occurring that they can’t control. (A salesman used to call on my uncle’s store with merchandise targeted too high for his target market. After a few years of this, my uncle asked him how long he was going to continue to call on him like this. “Well,” he said, “it depends on which one of us dies first . . .”)

The Key Skills in Retail Selling ,[object Object],Be Flexible – The ability to adjust to the ever-changing needs of the situation calls for flexibility. The salesperson must have the willingness and enthusiasm to do whatever is necessary (although not planned to make the sale. If one approach or presentation doesn’t work, try a different one.

The Key Skills in Retail Selling ,[object Object],Be able to handle stress – The retail salesperson must be able to perform consistently under pressure and to thrive on constant change and challenge. The failure to handle stress is a major reason people give up on retail selling as a career. They tend to focus on the failures and not on the satisfaction to be gained from helping a customer solve a problem.

Try something Different Believing Nothing is Impossible! Thank You

Retail selling skills

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Retail selling skills