Hard to believe it's a little over a week before Christmas. What you say and do with every customer between now and the end of the year has a huge influence on their experience and how well you maximize your customer opportunities.
Let me share with you some things to consider saying and doing with your customers - although I'd think long and hard before I actually used the first two.
You could try the threat method. "You either spend more or I take a hairdryer to the snowman."
The guilt approach does work but might be hard for most of us to pull off. "Only you know how good a husband you've really been. Should I keep showing you more items?"
Now for some more serious suggestions.
1. One way to be successful this week is to change your mindset about how you approach the customer. Instead of "showing" the customer something to buy, approach the customer with the attitude that you are there to help him/her select the right gift. Nobody should walk out empty handed. Here are some quick hits that will do just that and are sure to lead to an additional sale.
"This will be perfect."
"She/he will love this."
"You have to see this."
"I've got the perfect gift for him/her right over here."
2. Since you're helping the customer select gifts you should also assist them with their decision to buy. You also need to do this so you can serve as many customers as possible. To do so successfully, try a few of these effective lines.
"Shall I gift wrap that for you?"
"Why don't I put one behind the counter for you?"
"That's a great choice. Shall we go with that?"
3. One very effective way to sell more during the holidays is to ask questions that the customer will answer with a yes. When they do, it gives you perfect opening to complete the purchase of that item.
"Don't you think he's really going to like that?" (Customer answers yes.) "Great, I'll grab one so they don't sell out."
"Will she be thrilled to receive that?" (Customer answers yes.) "I agree. Do you want that gift wrapped?"
4. After a customer has decided on one item don't offer to show them additional similar items. Just keep showing them the rest of the fabulous products you sell.
"This will go perfectly with that."
"Now you just have to see this."
"I've got something else I know you'll want to see."
"Now look at this. . . . "
5. Once a customer decides on a product you can also find out if maybe that isn't also a good gift for someone else on their list.
"Do you have someone else on your list who would appreciate receiving this?"
6. And even though most people are out shopping for gifts, we all love to treat ourselves as well.
"How about treating yourself today?"
"Would you like one for you?"
"Now how about something for you?"
7. And last but not least, here are some things you don't want to say:
"Will that be all?"
"Feel free to think it over."
"If they don't like it they can always return it." I'm guilty of this one but it really is the lazy way to make sales. Why plant the seed that the gift will not be appreciated? If you need to say something at least say something like, "I'm sure they're going to love it but if for some reason they don't they can always exchange it."
Have an awesome week. Good luck and happy holiday selling.
- Doug Fleener and Brian Sullivan
Let me share with you some things to consider saying and doing with your customers - although I'd think long and hard before I actually used the first two.
You could try the threat method. "You either spend more or I take a hairdryer to the snowman."
The guilt approach does work but might be hard for most of us to pull off. "Only you know how good a husband you've really been. Should I keep showing you more items?"
Now for some more serious suggestions.
1. One way to be successful this week is to change your mindset about how you approach the customer. Instead of "showing" the customer something to buy, approach the customer with the attitude that you are there to help him/her select the right gift. Nobody should walk out empty handed. Here are some quick hits that will do just that and are sure to lead to an additional sale.
"This will be perfect."
"She/he will love this."
"You have to see this."
"I've got the perfect gift for him/her right over here."
2. Since you're helping the customer select gifts you should also assist them with their decision to buy. You also need to do this so you can serve as many customers as possible. To do so successfully, try a few of these effective lines.
"Shall I gift wrap that for you?"
"Why don't I put one behind the counter for you?"
"That's a great choice. Shall we go with that?"
3. One very effective way to sell more during the holidays is to ask questions that the customer will answer with a yes. When they do, it gives you perfect opening to complete the purchase of that item.
"Don't you think he's really going to like that?" (Customer answers yes.) "Great, I'll grab one so they don't sell out."
"Will she be thrilled to receive that?" (Customer answers yes.) "I agree. Do you want that gift wrapped?"
4. After a customer has decided on one item don't offer to show them additional similar items. Just keep showing them the rest of the fabulous products you sell.
"This will go perfectly with that."
"Now you just have to see this."
"I've got something else I know you'll want to see."
"Now look at this. . . . "
5. Once a customer decides on a product you can also find out if maybe that isn't also a good gift for someone else on their list.
"Do you have someone else on your list who would appreciate receiving this?"
6. And even though most people are out shopping for gifts, we all love to treat ourselves as well.
"How about treating yourself today?"
"Would you like one for you?"
"Now how about something for you?"
7. And last but not least, here are some things you don't want to say:
"Will that be all?"
"Feel free to think it over."
"If they don't like it they can always return it." I'm guilty of this one but it really is the lazy way to make sales. Why plant the seed that the gift will not be appreciated? If you need to say something at least say something like, "I'm sure they're going to love it but if for some reason they don't they can always exchange it."
Have an awesome week. Good luck and happy holiday selling.
- Doug Fleener and Brian Sullivan
Doug & Brian,
You always give great advice and offer the best selling statements to make. Thanks and Merry Christmas!
Posted by: Carrgardens | December 17, 2009 at 01:11 PM
ThanksCarrgardens for your feedback. May all of your opportunities be maximized!
Doug
Posted by: Doug Fleener | December 17, 2009 at 01:15 PM