If you’ve got a chance to impart training to the Retail Sales staff, by all means grab it. The best part with sales training is you can include lots of role plays to demonstrate the right way of doing things. This leaves little to imagination and participants feel confident about acquired skills.
In my 3 years stint as a Retail Trainer, the most important thing I learned was Retail Sales ain’t easy! Yes, even though there is no cold calling, converting the “Just looking” people into customers or increasing the basket size is an uphill task. The typical retail salesperson does not have control over cost, quality, availability etc. but the sale has to be done by him/her! So as a trainer your task is to help them understand, how to use what they have to their advantage.
Here are some retail sales training tips:
1. Smile and meet the customer – Don’t just say “Hi”. Every new person is a new experience. Talk about things of their interest for a while. Understand their likes dislikes and interests which will help you establish a rapport with them. Hard selling is the reasons why customers avoid sales people.
2. Don’t say “May I help you” – This request is too easy to reject. Instead say ” What can I help you look for today?” Make this question a part of your initial talk, after establishing rapport.
3.Product Knowledge – Knowledge about your product features and advantages is the key! Talk about the features and benefits of the product. They may not be new to you, but if it’s important NEWS for the customer, it may tilt the deal in your favor.
4.Ask open ended questions – Ask and shut-up. Give the customer a chance to speak. The more s/he speaks, the better your sale is going!
5.Prepare for objections – As you encounter more customers, keep note of the objections the customer comes up with. For e.g. too large, too bright too, expensive, etc. Then find a solution to those. Rule of thumb is, ensure you never hesitate at a question twice.
6. Alternate products – You cannot stop stock out from happening, but you can deal with it. Know the quality alternative for every top selling SKU.
7. Help the customer make a decision – If you have assisted the customer in choosing the right product, it’s completely fair to ask “May I take this to the billing counter for you?” Sometimes your indecisive customer needs this gentle hint to reach a decision.
8. Increase the average bill value – McDonald’s never bills a burger before asking about french fries and a drink. That’s suggestive selling! And it works like magic. You can also ask while billing “Was there something you couldn’t find in the shop today?”. Sometimes finding the right product is just a matter of looking in the right category.
9. Help everyone who enters the store – Be sincere and helpful to customers and browsers alike. You are building relation today for sale tomorrow.
10. Smile and relax – Usually a customer who enters a retail outlet, is in search of something to buy. So pre-selling is already done. So just be sincere and helpful, customers will buy and come back for more.
So here’s a short course for trainers on Retail Sales Training. Now sprinkle lots of case studies and role play on it and Go Train!
If you’ve got a chance to impart training to the Retail Sales staff, by all means grab it. The best part with sales training is you can include lots of role plays to demonstrate the right way of doing things. This leaves little to imagination and participants feel confident about acquired skills.
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