Sometimes things get lost in translation, don’t they? Many sales associates, even those who have been properly trained to determine needs and then present appropriate options to the customer, will mention options rather than presenting them.
There is a big difference.
If the sales associate actually presents the merchandise to the customer, either by bringing the merchandise to the customer or taking the customer to the merchandise, then the merchandise can be touched and discussed, questions can be asked and answered, objections can be raised and overcome. When the merchandise is simply mentioned, there is a huge lost opportunity for the customer to connect their need with the item(s) mentioned and for the sales associate to use their product knowledge and skills. Just mentioning an option is seldom effective.
It’s important that sales associates present the merchandise to the customer and then seize that opportunity to sell it.
All the Success!
DMSRetail Team
PS: The District Management Workshop is scheduled for Phoenix, AZ on January 26 & 27, 2011. For more information, go here: http://www.dmsretail.com/districtworkshop.htm
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