Retail Selling Success Tips
On a recent flight from Charlotte to Pittsburgh, I had the privilege of sitting next to Linda, a woman traveling with her two teenage children. Our conversation began as soon as she sat down since she had a very close connection and by the time she and her family boarded the plane, all the overhead storage space was full. I offered her the use of the space in front of my feet for her second bag. She gratefully accepted.
She told me she and her children were returning home from Orlando, where her daughter had participated in a gymnastics competition over the weekend. Our conversation became another small-world story when she told me she lives in Beaver Falls, my hometown. Her daughter trains at the former Brownie Wrona’s gymnastic school, where I vaulted, swung between bars, and tried to stay on the balance beam some forty years ago.
It was obvious Linda loves people and lives life to the fullest. In addition to her responsibilities as mother and wife, she’s the top salesperson at the local cellular phone retailer where she’s worked for many years. I learned all her sales success was done from inside the store and she made no outside sales calls. Even more impressive is that she accomplishes this working just thirty hours a week. Since we had forty minutes left of flight time, I asked her to share her secrets of success with me. Here’s what she told me.
Make people feel welcome. Linda said this starts with a big smile and a thank you for coming in. Get out from behind the counter to break down the physical barrier. Sincerely ask, “How can I help you today?”
Know your stuff. Although Linda’s store hours are limited to thirty hours a week, she spends time learning all she can about her products and services as well as the competitions’ products and plans. She said she learns a lot from customers who have done their homework and come in to comparison shop. Her depth of knowledge gives her an advantage to outsell the competition.
Follow up. The mistake people make in retail sales, Linda told me, is to consider the customer a transaction. Most retailers think it’s only when the customer comes in that they will buy. But Linda doesn’t view it that way. Linda builds relationships. Even when someone doesn’t buy, she asks the customer if she may follow up to let him or her know about plan changes or new products. She said very few turn her down. Once people buy, she follows up to be sure the customer is satisfied. Linda consistently gets referrals, repeat business, and upgrade orders.
Help people no matter what. Linda says people stop in the store with questions. Maybe they’ve accidentally locked their phone keypad, or can’t figure out the menu of options. Linda makes every attempt to solve the problem or answer the question. She’s even called a competitor in order to help a customer. Linda believes it’s this kind of goodwill that brings business to her. “You’ve got to give to get,” she says profoundly.
My conversation with Linda taught me a lot about successful retail sales strategies. And her philosophy confirms once again that any sales success begins with positive, proactive people who love what they do.
Emily Huling Selling Strategies, Inc.
P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Fax: 888-309-7355