Suggestions to Improve Your Selling and Customer Service Abilities

Being a salesperson in today's world is becoming more difficult each day. Whether you are actively involved in selling an item, or strictly just customer service, these ideas can benefit any business.

If you are a salesperson, especially a commissioned salesperson, I feel that one of the hardest things to overcome is the urge to sell, sell, sell, without giving any thought to who you are selling to, or what you are selling. I am a non-commissioned sales person. I sell appliances in a well-know retail store. I have sales figures that at times make sometimes me wish I was commissioned. But with the pressure of having to sell to get paid, it actually gives me the ability to give my customers the TLC that so many people crave.

When I first greet my customers, I try to immediately put them at ease. Quite often they will say that they are just looking and don't have any questions. When I immediately back off from the "attack", they realize that I am not out to "get" them. Before you know it, they are asking for help. I make sure that I adjust my posture to fit theirs. A good example of this is when a very small elderly lady was looking at a washer. She needed to lean on the washer as we discussed the different features of the washer. I immediately did the same. Professionalism is important, but not to the point that it makes your customers feel like they are beneath you!

I then start asking questions in order to find out exactly what their needs are. Once I get a general idea, I start showing them my favorite items that I recommend. The main thing is that I get them to start thinking about certain desires they have for their new appliances. I do the same for all customers, and it does not matter if they are buying one low-priced item or a whole kitchen of expensive stainless steel.

The most important part of selling an item, whether being purchased for pleasure or out of necessity, is to make sure that the customer is educated enough about the different options in order to make a comfortable, informed decision. In my situation, some people have not shopped for appliances for more than twenty years! Most of these customers are elderly, and they can often feel overwhelmed by all the new technology. It is important to make sure that you explain it in a way they can understand. If you don't take the time to do this, they will leave, along with your sale!

Quite often, I have a customer that is needing to purchase appliances for the entire kitchen. Yet, they may not actually be ready to do so for several weeks. You may find it difficult to want to spend the time needed with this customer. You have been literally brainwashed by your trainers to close the sale or you will lose it. I feel that this can often not be true. I have often spent several hours going over products with a customer and explaining everything that they need to know. In fact, one of the store's previous managers commented that I take too long with my customers. Well, this time is well spent! Because I have flooded my customer with tons of information, even if they leave to check out the competition, 95% come back to purchase from me. This competition often includes the commissioned salespeople that are in our company, but are working for a different "version" of our store.

The reason for this is because they remember the time I took with them. I never tried to put them into products that are not what they are comfortable purchasing. I gave them information and let them sort through it. It doesn't matter if it is days or weeks. They almost always come back to purchase from me!

Now, I am not saying that I don't show them higher-priced items. I will usually show them a minimum of three different price points, so that they can see different features that they are not aware of. Or I may compare what I feel is the best item made to a lesser quality item. When they see the difference in the products, the better item is almost always picked by the customer. I had a customer come into my store, purchasing multiple items, and found out that after they purchased their items, they discovered that their sister had been helped by me as well, and had purchased one of the same items I had recommended to them!

I get them excited about the products! I let them see my excitement as well. If you act half dead, your sales will not go so well. They may still purchase, but will usually want someone else to help them next time, if there is a next time.

I am honest with my opinions of certain products. I also use personal situations, most of them true, to help explain good or bad things. The main thing is to be honest and really LISTEN to what your customers are saying or not saying.

When you close your sale, it is important that you remember that your relationship with the customer is not over. You must also make sure that your customer knows that they can come to you with any questions or problems they may have. They will do this, because they have built a trust in you. Even if something goes wrong, and you have to fix a problem, they will be easier to work with because of your original relationship that you developed with them.

Encourage them to contact you. I generally don't contact my customer after the sale, but this is mostly because they will come in to see me or will stop and chat while purchasing unrelated items. What really feels gratifying is when they come back to make additional purchases, or bring other family or friends who need to make a purchase, and only want to deal with you!

Even though your main job is to sell the business' products, it is important that you try to help the customer if they have any problems. When a customer comes to me, I will do everything I can to either solve their problem, or get them to the right person that can. By solving their problem yourself, instead of passing the buck and saying that it is not your job, you have made a customer for life.

I will always remember a good example of this. I had a customer who needed to purchase a inexpensive washer and dryer for their daughter, who was going to college. She had found a used pair, and wanted to know if she could still get parts. I asked for the model numbers, made ONE phone call, and confirmed that parts were still available. She was so amazed that I took the time. She had just left our commissioned "sister store", where she had requested the same information from a salesperson. They told her that they could not help her, tossed their business card at her, and walked off! They have the same resources that I have, and could have checked. But, because they did not take the time to help her, since she appeared to not be a legitimate sale, they ended up losing a sale! How? Because the customer returned to my store and decided to purchase a new pair from me!

A lot of these same things can be used in the customer service area as well. You may not be actually selling a product, but you are selling the whole store. You may be the last person a customer has contact with, and you want them to have a good experience that will keep them coming back. If you are lucky enough to work in a smaller business, you may often get "regulars'. Even if you cannot remember their names, even though it is good to try to do, remember their faces. Especially if you have a lot of elderly customers. Often they will come in just for company, even if they don't always buy something. You may be a large business, but it can give you and your customers a feel of being in a "mom and pop" store.

Always great your customers with a smile, even if you don't really feel like it. You will find that customers will remember your good nature, and can even help with the more difficult customers. Granted there will be times where a smile is not going to work, and there may be customers that are totally ticked at you and swear they will never come back. You deal with them the best you can, and then shake it off.

Retail can be a thankless job, but if you try to do above and beyond what your job requires, you can actually get some satisfaction from being to really help a customer who has a problem. Especially if your business has to deal with victims of floods, etc. I am glad that I do not benefit from their misfortune, and I think it makes them feel better too!

Granted, depending on the level of sales that you are at - meaning the price point of the item - you would handle things differently. But for the majority of us humans working retail sales, we have a larger population of people that we are in contact with. By improving the integrity and caring of a salesperson, I feel that both the customer and the business can reap the rewards. I am sure that I may be considered an enemy of commissioned salespeople, but if they would look at the way they apply themselves to their jobs, I am sure that they will also increase their sales!

So, to all customer service and salespeople, see what you can do with your attitude and you may be surprised by the results.