Get Ready for the Sillier Season!

And it’s not just Xmas of course, it’s almost sales season!  

 

With shoppers coming out in force, your team has an opportunity to smash sales and win the hearts and minds of an even bigger customer base….

That is, if they’re ready and know how to make the most of this shopping season.  As sales leaders, it’s our responsibility to model behaviour, arm our teams with the right tools and create an environment that fosters a culture of service.

 

Sometimes the behaviours to model are simple:

ONE: Punctuality is a small thing that makes a big difference to the way a store feels because it speaks to the respect the team has for one another.

Setting an expectation arriving 15 minutes prior to starting and returning from breaks with 5 minutes to spare allows everyone to have their breaks on time and that the store has coverage when it needs it the most. 

Punctuality fosters trust in a team – an intangible that is felt more than seen by customers. As leaders, we can’t ask our teams to do what we’re not prepared to do ourselves. Show the way.

 

TWO: Bring your A Game

Make stepping over the threshold of the front door anchor your team’s “game face”. 

We have 2 sets of customers to think of: our team members, and those who come into our stores to buy from us.  How can you serve your team members so they’re excited to give their best to their customers?  Don’t underestimate the power of catching them doing things right, of gamifying service and keeping them energized and hydrated as ways to support them to give customers more.

 

THREE: Presence

Listen with an open heart- to your team members and to your customers.  You show up differently and you hear them in a deeper way.  All it requires is your ability to visualize your heart radiating straight to the other person’s.  Think this is a bit too woo woo?  Try it first.  Notice the difference in you and in the other person’s response towards you. (and let me know)

 

 

Arm your sales team with the ability to:

 

ONE: Make customers feel welcome

Smile.  Greet customers in a way that makes them feel comfortable and relaxed:

“lovely to see you again!”
“Come in and take some time to relax”
“How’s it all going out there?”
“What bargains have you found so far?”
“How was your Xmas?”
“What’s the parking like?”

 

TWO: Uncover their needs

“Let me show you what we’ve recently added to our sale items…”
“I can see you’ve been busy (product) shopping…what did you get?…”
“What brings you in today?”
“It’s a great time to stock up on (x)…let me show you what I think you may like…”

 

THREE: Encourage customers to return

If you have a POS that enables you to capture customers’ contact information, make sure your team makes it a standard to ask and capture this EVERY SINGLE TIME.
Let customers know when your next season stock starts coming in and invite them back in.
Use their names: make your invitation to come back in personal. Invite them to come back and see you.

 

 

Business matters and people are our business.  That’s what matters most. 

Be kind, be generous, be present, and I’ll see you in 2020 lovely people.

 

 

View our other posts

Energy flows where intention goes

I’m not one for denying reality.    When it comes to a healthy emotional and mental outlook, accepting reality is a key component.  And as I write this, Victorian small business, in particular, has been assaulted with another lockdown on a weekend that many in...

The Year of Recovery

2020…COVID.  Lockdowns…   Sorry, I don’t mean to be triggering…! But around April last year organisations pretty quickly realised that in such an “unprecendented” year it would be unfair to expect their sales teams to achieve original sales targets.  In fact,...

If you think there’s more, there probably is…

What a revelation!? If you’re anything like me, you’ve probably allowed yourself at times to entertain the notion that there is more possibility for you….even if you don’t know right now how to access it.  More roles, more revenue, more market share, more customers,...

Pressure reveals mindset

Getting back into a rhythm of market contact this year is going to be interesting to say the least.    In some sectors of the market, in person meetings are still rare indeed.  In others, market contact is all about being respectful of time which seems to be even...

I don’t “sell”

Every now and then I come across professionals who say things to me like:   “I’m not in sales.” “I’m not a salesperson.”  “Selling leaves me cold”   When I ask about their roles, it turns out that while they’re “not in sales”, they’re responsible for :...

Entitlement vs gratitude

I heard a story the other day that I found troublesome but not uncommon.    And it’s something that will absolutely separate those who will be ready willing and able to make the most of 2021 and those who won’t be. The first story was that of an employee who was...

Making the shift from Knowing, Doing to Being

I’m not interested in what you know, how long you’ve known it for or even how much you know.  I am happy that you know it.    Experience shows me though that it’s not knowledge that changes things, it’s the application of that knowledge.  We can know a lot of...

Choose Enthusiasm

Joy!….What is it good for….absolutely everything!  Say it again!   Customer service people, sales people, leaders of people….those of us who work with others to achieve an outcome understands the power of enthusiasm.  Of bringing joy to a situation.  It’s...

Are you successful in spite of yourself?

Success.  Achievement.  Getting results.   In sales and in sales leadership, there’s a measure of success: improvement in sales, improvement in margin, increase in average transaction value, reduction in sales cycles…So when targets across these measures are...

2021 Starts Now

Victorian sales teams: if you’re waiting for the end of lockdown until you can get back out there in person to see your prospects and customers, stop waiting!  The time was 2 months ago.  Act now.   I say this because it’s like we’ve been wading through treacle...