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Last updateSun, 01 Mar 2015 8pm

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Master your destiny: as a salesperson and as a sales manager

I believe that the finest salespeople look at their careers as an opportunity to build a business within a business.  A commissioned jewelry salesperson has the opportunity to make as much money as they want.  A salesperson can choose to be average, below average or exceptional.  The decision is solely that, a choice that each and every salesperson makes all on their own.  The only person that is holding them back from reaching their goals and aspirations, in many cases, is the person that looks back at them in the mirror every day.  As I stated, a commissioned jewelry salesperson can make all the money they want to and at the same time, someone else has all the expenses and the liabilities.  Thus, the following is my definition of a true sales professional.

Recruiting & hiring salespeople: Your people set you apart from the competition

Have you ever hired somebody that you felt was going to be a fabulous salesperson and they ended up stinking up the place and not working out? On the other hand have you ever hired somebody and settled for what you felt was a warm body, and they ended up being one of the best people you have ever hired? I am sure the answer is “yes” if you have hired any number of people for your business. Effective hiring has always, and will continue to be, one of the great mysteries. However, I know that the only thing that really separates one jewelry store from another is the people that they have dealing with and selling to their customers. The following are some points to help increase you chances of hiring the right person for your sales position.

Handling an upset customer

How do you handle an upset customer?  Not an easy question to answer and one that may depend upon extenuating circumstances.  However, I would say for the most part you should always refer to Customer Service Rule #1 that states, “The customer is always right” and Customer Service Rule #2 that states, “When the customer is wrong, refer to rule #1.”

Keep your eye on the target

It has been written and stated thousands of times that as much as 70% to 80% of a retail store’s sales volume comes from 20% to 30% of its customer base.  I absolutely believe this to be true.  What you don’t hear very often is that you are probably losing 25% – 30% of your customer base on an annual basis.

Give your customers your complete attention

I believe that jewelry customers will tell you everything that you need to know in order to develop a relationship, close the sale, and sell additional merchandise if you just pay attention.  In other words, give your customers your complete, undivided attention. The ability to listen to, and actually hear what the customer is saying is probably the finest selling technique that a salesperson could learn.  There is nothing more important than listening to a customer.  There is nothing more important to a customer than being heard.

Duct Tape!

My father-in-law was notorious for always having a roll of duct tape handy.  He believed that with duct tape, a hammer, and a screwdriver you could fix anything.  He had a roll of duct tape in his car, his tool shed, his junk drawer, at his workbench and in his basement.  He would duct tape a radiator hose, the handle on a rake, his lawn mower, cracked windows, the wheel on the barbecue, electric wires, the flue on the chimney, even the Christmas Tree - you name it. If it needed repair, duct tape wouldn’t be far away.  For the most part the fixes were temporary and only lasted a day or two at best.

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