The standard question “can I help you” is probably the worst thing that you can possibly say to a shopper these day, especially if you say it before they are even in the door.
It is often said by team member hoping that you will say “no”. Even their body language hopes that you will say “no”. If you do say “no”, then they have done their job and they can get back to do some less important task in the business. Also, if they have “done their job” and you subsequently decide to leave without buying anything, then they are not responsible.
If you are in retail and you want to increase your sales without being pushy, start by understanding why people buy from you and identify all the things that can assist a sales and all the things that can eliminate the possibility of a sale. Understand how to welcome someone to the store and understand that you must allow them to browse and feel comfortable doing so. Understand how to offer help in their decision if they need it and also understand how to build rapport with people.
There is an underlying sales process required for every business. This needs to be taught to the entire team and embraced because it is best practice.
Remember, this may be the only training that the team may have received in their lives. You owe it to them and your business to train them to work at their best.
Some business owners struggle with the concept of training because they either do not know how to deliver it or they cannot find the time.
Training on a sales process does not have to be a long drawn out affair. It would be much more favourable if it was delivered in short bursts but re-affirmed on a very regular basis in a never ending cycle.
When someone makes the claim that they “Know How to Sell”, we need to question this as follows:
“Yes you may know how to sell, but how good are you at it?”
This question can only be asked if you measure the performance of your sales team over a period of time.
Engaging with customers without being pushy can be built into the training process. There are key words to use and body language and overall attitude can have an impact on its success.
If you need to work on your sales process, contact me today.