How do you indoctrinate the attitude of Sales into the daily routine of all your staff in the outlet? Does for example, the cleaner – who has to ensure the shopping environment is clean and friendly – understand their role in either winning the sale or losing it? What about the Security attendant who has to frisk or check that customer – do they realize that they are setting the shopping climate for this shopper? Where does the customer’s decision making process to buy or not buy essentially start? I have experienced many instances where the owner of the outlet go out of their way to make customers comfortable and welcome – which is good, but does this really optimize owner’s time?
All your staff, especially those who regularly enter into a one-on-one interface with your customers needs to develop sales skills in addition to the normal customer service orientation that is a prerequisite for their success in the outlet. This sales skill is especially necessary for the line or shop attendants as they interact with diverse customers on a daily basis.
Some of these sales skills come naturally to some people, but many of us need to be trained to personalize and apply them with ease and efficiency. In addition, it is important for the retail organizations to develop their own personal image, brand and even selling themes that will be owned by staff and by extension, their customers.
The following 6 Ps are Examples of some Sales topics that you need to train your staff on:
- Professional and Effective Communication
- Personal Discipline and Effectiveness
- Process of Disciplined sales
- Problem solving skills
- Profit awareness
It is also important to have a regular sales briefing for your all your staff, where you commend good sales tactics, share testimonies of both success and failure and encourage the philosophy of SALES TO ALL YOUR STAFF ALL THE TIME.
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