Training. Retail Basics

Transcription

1 Training Retail Basics

2 ~ RETAIL TIRE TOPICS ~ ~ CHAPTER 1: Retail Environment ~ CHAPTER 2: Retail Basics ~ CHAPTER 3: Customer Service ~ CHAPTER 4: Sale Process & G ~ CHAPTER 5: Sale Process Q ~ CHAPTER 6: Sale Process P ~ CHAPTER 7: Sale Process C ~ CHAPTER 8: Sale Process Plus ~ CHAPTER 9: Consumer Value ~ CHAPTER 10: Retail Success ~ CHAPTER 11: Retail Focus Quotes ~ QUIZ: Retail Tire Information

3 CHAPTER 11 ~ RETAIL FOCUS QUOTES ~

4 MMFI: Make Me Feel Important! L.E.A.P.: L = Listen, E = Empathize, A = Acknowledge, P = Pamper ACES: Around Customers Everyone Sells Or, Around Customers Everyone s a Salesperson! Emphasize a WIIFM benefit presentation. What s In It For Me??? (customer) Objection process steps, D.U.Q.S.! D= Determine, U= Understand, Q= Question, S= Solve

5 Retail is Detail RETAIL FOCUS Fail to Plan is a Plan to Fail! IF you always do what you ve always done, You ll always get what you ve always got! (or Less) IF you don t know where you are going, any road will get you there! Lewis Carroll s; Alice in Wonderland IF you don t care where you end up, you will eventually arrive!

6 Without a Plan to get you where you want to go; You are going to have a difficult time getting there if you don t know where there is! Plan your work; Work your Plan! Profitable business is a Must! Buyers make decisions largely based on EMOTION It s about how THEY feel!

7 When people don t understand or are intimidated by their lack of knowledge with a product, most of the time they end up not buying or choose the cheapest option. In most instances, the customer service relationship is more important than even the product. Do you know what IT is? Revised - GOLDEN RULE Treat people the way THEY want to be treated

8 People don t care how much you know, until they know how much You care! There are no misunderstandings in any relationship; There are only failures to communicate! How well we communicate is Not determined by how well we say things, but how well we are understood! People don t buy because they understand, They buy because they feel understood!

9 Nothing in life is more important than the ability to communicate effectively Communication: There is nothing we do more often, BUT Mess Up More Often! A large percentage of what we say gets misinterpreted and a large percentage of what we hear is misunderstood! The less you say to your prospects and customers, the smarter you ll sound!

10 Customers NEVER Forget: Attitudes, Promises, Issue Management (Problem Solving), The small Stuff. Why we Lose Customers; 68% POOR CUSTOMER SERVICE. Excellent customer service is a result of exceeding the customer s needs real or perceived! Utilize empathizing statements. Feel, Felt, Found! when addressing objections.

11 Excellence is something that your customers are happy to pay for over and over! Give them reasons to feel like family and your customers will always come home. Biggest Customer Service Mistakes: Not Smiling and Not acknowledging a Customer s request or problem. A SALESPERSON is a Problem Solver! A Consultant if you prefer!

12 SALES is finding a WIN / WIN Solution! (for the customer and the business!) Customers buy for four basic reasons: They have a want, They have a need, They have a problem, They have a dissatisfaction Customers will buy to satisfy one or more of the following basic reasons: Safety, Comfort, Economy, Prestige (appearance) G reet the customer, Q ualify the customer, P resent to the customer, C lose the sale, Plus Additional options

13 I had six honest serving friends who taught me all I knew. Their names were What and Where and When, And How and Why and Who! Selling is not telling but asking! Selling is not talking but listening! The easiest way to attract more customers and increase your sales is to stop talking and start asking intelligent questions.

14 The person who does most of the talking during a sales call between the buyer and seller enjoys it the most! Secret (psychological) do (Yes) and don t (No) words. You want them to leave your store with a favorable impression and that they made the right choice! Now is also a good time to invite them back to your store again! Winners win because they have a burning desire to win if you don t have it get it!

15 Winners hate to lose more than they love to win hope you hate to lose. Go for singles rather than home runs. What is the key value component? YOU! You don t have to be twice as good as the competition to win the business You only have to be 1% better! As the old adage goes, you only have once chance to make a good first impression!

16 Develop a Long-Term Relationship with Your Customers! You don t want them becoming customers of your competition! Your business depends on repeat customers! Selling is easy if you work hard at it It takes skill not luck to succeed in sales! Is your game face ON? Concentrate on the three R s of business! Relationships, Reputation, Repetition

17 Feature Says something! Benefit Does something! Listen & Learn! Create a positive shopping experience for your customer s! Business goes where it is wanted and stays where it is appreciated! You can t win them all, but you can always be a winner!

18 We remember; RETAIL FOCUS 10% of what we READ 20% of what we HEAR 30% of what we SEE 50% of what we SEE & HEAR 80% of what we SAY 90% of what we SAY & DEMONSTRATE

19 CHAPTER 11 RETAIL TIRE INFORMATION Retail Focus Quotes CONCLUSION CONGRATULATIONS! on Your Participation and Program Completion! Please proceed to the Retail Tire Information, Quiz!

20 RETAIL BASIC TIRE TRAINING INFORMATION PRESENTATION Brought to you by: For Participating!