Working as a salesperson in retail has evolved into a very unusual profession. When people walk into a store, it’s a fair assumption that they would like to buy something. Otherwise, they wouldn’t really have any reason to enter the store. Ironically enough, though, many people will do everything in their power to avoid engaging a salesperson. They will avoid eye contact, “casually” wander into a different part of the store, or sometimes, just turn around and walk right back out the door.
It turns out that people typically do want to buy something when they enter a store—but they don’t want to be sold to. For centuries people have been bombarded with images and stories of the crooked salesman. And, even the salespeople that don’t have shady intentions, are portrayed as being a “hassle.” How often do you go into a clothing store looking for something in particular and tell the salesperson you are “just looking” in response to his/her offer to help you?
So how does a good salesperson succeed? How can you sell something to someone who doesn’t want to be sold to? What can sales workers do to go beyond the negative stereotypes and help their customers to walk out the door satisfied with their purchase?
While some parts of finding success in retail sales come naturally, there are other skills that can be taught and honed through retail sales training. Our team at Shapiro Negotiations can help you and your team to develop these skills and so that not only will you be able to make the sale—your customer will be happy with their purchase.
So what are some of the skills your team will want to develop to be really successful in sales?
Sincere Customer Service
One of the most important skills any retail salesperson can develop is customer service. After years of distrust, most customers are wary of salespeople. In some instances, they see the salesperson as their adversary, someone who is trying to sell them something that they don’t want to buy.
Part of a salesperson’s job is to convince the customer that they are not, in fact, an adversary who is trying to convince them to buy something they never wanted. Instead, the salesperson is an ally and a facilitator. The salesperson is there to help them buy something they do want. Considering the fact that they have already taken the first step of walking through the door, this is a fair assumption.
When working with customers, be sincere. The minute a customer suspects that a salesperson is trying to manipulate them, they will snap a wall into place. Once this happens, any potential sale essentially becomes a lost cause.
When we are trying to convince someone of a point, the natural tendency is to talk more. After all, the more a salesperson talks, the more of a positive impression they can give of their product. If the salesperson talks enough, the customer is sure to by, right?
Hardly. A successful salesperson listens more than talks. In order to better determine what the customer wants, it is important for them to ask sincere, probing questions. As it becomes clear what the customer is looking for, the salesperson can then help to guide them to an appropriate choice. Dale Carnegie put it best with a short couplet in his 1936 book, How to Win Friends and Influence People: “A man convinced against his will is of the same opinion still.”
SNI’s retail sales training is based upon our founder Ron Shapiro’s book, The Power of Nice. The goal is to find a situation where everyone wins. After all, if a customer walks out the door satisfied with the purchase he has made, he’s much less likely to regret the purchase and return it. Meanwhile, he is more likely to return and even recommend the store to others.
In order to convince someone that a particular product will meet their needs, a salesperson should have a solid working knowledge of that product. The salesperson serves as an expert on the product and should be able to answer any questions the customer asks. If a salesperson demonstrates that they are unfamiliar with the product they are pushing, it can seriously damage their credibility in the customer’s eyes. After all, if a salesperson doesn’t know anything about the product they are selling, then how can they honestly know that it will do the job the customer needs?
A good salesperson must be able to identify and capture the value that their product will deliver to the customer. To do so, they need to know the product backwards and forwards. The customer will naturally have objections, and a salesperson will need to overcome those objections. SNI’s trainers can instruct sales teams just how to do so through a five step process and help them to develop answers to some of the most common objections in our clients’ fields.
A salesperson’s knowledge should go beyond just the individual products they are trying to sell. Knowledge of the industry is important as well.
By knowing about recent innovations in the industry, a salesperson can make recommendations to a customer, sometimes even beyond those that they have available to sell (see Sincere Customer Service above). SNI’s trainers can teach your team to discern what exactly a potential customer is looking for and then apply industry knowledge to direct them to products they may not even know about.
All of these skills can be significant assets when negotiating with a customer or helping to direct them to the right product. Also, keep in mind that many customers will come in seeking to use their own set of tactics to negotiate a lower price. As part of our training, SNI can teach your sales team how to recognize and respond to these tactics. For more information, contact us, and we will help you to determine how best to train your sales team so they can achieve the best results possible.