Saturday, August 21, 2010

Getting the extra sale.

I could quite happily shop 24/7 anywhere in the world but I particularly like it in the USA. Yes the clothes are cheaper and there is a better choice but the big difference for me is the customer service by the sales associates ( shop assistants to you and me). Every single item you buy in their store as a result of them helping you is money in their pocket,because they get paid commissions. How much nicer would you be to people if you had a chance to get paid for every person you came into contact with?
A good sales person will make a point of telling you their name immediately when they come to you and will make a point of sticking with you until check out. The really good ones will give you their business card in the hope that next time you come to the store you will ask for her. The excellent sales people will also get your number and email address so that they can keep you informed about any sales, special events etc. If you had that sort of relationship going with the girl at your local beauty counter ( and these are usually the masters of customer service) and she knew what you had bought, what suited you, your size etc how much more likely are you to go back and see her? Pretty high I would say! Its all about going that extra mile and getting that extra sale.
I will never understand the attitude of shops in central Europe where it is very evident from the minute you step foot in the shop that nobody gives a jot wherever you stay and buy anything, steal a few  shirts or drop dead in front of them. With the recession still hurting the retail trade how much more product do you think stores could sell if the managers implemented the American commission system in their stores and sales people were actually trained to be nice and helpful? I know without shadow of a doubt that I could increase sales by a minimum of 40% in virtually any store you care to put me in and you would see the difference within the first couple of days! Would that make a difference to your business? You bet it would!
Salesmanship does need to be learned and developed on a daily basis and it does not come easy to everybody but the rewards can be huge. Not a day goes by when I do not read some sort of sales motivational article and in every shop/hotel/restaurant/ business I go to I check out the sales people and calculate how much money the business is losing just by having the wrong staff and not getting that extra sale.
The only way we will ever improve the standards of customer service in central Europe is by showing our displeasure by not going to these stores and not buying their products. How much it will change things is debatable but we all work hard for our money so we can chose how and to whom we give our money. Demand excellence in every part of your life - you deserve it!

1 comment:

  1. I couldn't agree more. Shopping in Central Europe is like waiting in line to jump into the fire pits of hell! In the UK and the USA you get treated well and it just makes you want to buy more! and you don't only want do!!!


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