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Common Questions and Answers
We all know the customer is the most important person in our business, but sometimes we forget that the second most important person in the business is any employee that comes in contact with our customers in anyway. Plus the employee that contacts the customer face-to-face, so to speak, is the person who represents the business in the customers mind. If that representation is not a great experience for the customer, the business suffers.
Yes the contact with every customer every time must be a great customer experience because we must out service the competition. Staying even with them is not good enough.
Well first of all you do not know if that next customer through your door is going to be millionaire. Millionaires for the most part do not look, dress, or sound different than everyone else. And even if they are not a millionaire, people will buy more products and services when they get treated like one.
In our tire business we involved the customer by having them lift the tires we wanted to sell them, not just look at them as our competition did. We outsold all of our tire competition. Our furniture business was successful because we involved the customer in the sale. No one ever walked into my mattress department that did not lie on at least 3 of our beds. Even while selling intangibles like extended warranties and service contracts we involve the customer in the sale. Physically by having them do the math (the cost savings they will receive or expenses they will insure) and mentally picturing the problems they may encounter if they do not purchase the coverage.
Hockey great Wayne Gretzky once said when asked why he shoots the puck so much, “I miss 100% of the shots I do not take.”
The easiest way to ask for the sale over and over again is constantly give the customers choices of different products and services that will solve his/her problems, needs and wants.
Always remember the # 1 rule of selling: “The seller that solves the customer’s problems, needs and wants the easiest for them, will get the sale.”
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