In the sixth installment of this 1 minute video series, Tom discusses selling installation.
In the fourth installment of this 1 minute video series, Tom describes the importance of keeping your best sellers looking like your best sellers.
In the third installment of this 1 minute video series, Tom describes the lessons learned with the loss of a sale.
In the second installment of this 1 minute video series, Tom asks how ready you are to make a sale “right now”.
They say that champions don’t do 1 thing 100% better…. They do 100 things 1% better than their competition. In the first of this 1 minute video series, Tom asks you to take an objective look at your firm’s sales staff.
As I visit with flooring dealers around the country, I often hear the lament “Our business isn’t what it used to be.” Often, this statement is made in reference to sales volume. I often wonder, however, if this statement isn’t telling of a deeper problem that many existing businesses face: they simply aren’t functioning internally as well as they once did.
There is one asset that I feel is being under motivated presently at most stores – the salesperson. Ask yourself, does my sales staff have a leader? Don’t confuse a sales leader with a sales manager. These are very different tasks. It’s the primary responsibility of most sales managers to oversee the execution of their staff. Typical duties include coordinating staff schedules, assisting with estimates, receiving customer concerns, etc. Nearly every company has someone executing these tasks. Just make sure that you’re not confusing management with leadership.
Most sales people have been taught how to qualify a customer. What too few seem to realize is that the customer is busy qualifying them, as well. As a product presentation is made, they are forming a perception of not only what is being said, but also how it is being said. They are judging not only the merits of your product, but of placing their trust in you. They are asking themselves whether this person truly cares about me and my unique situation. Why is he so busy providing answers that he didn’t even hear my questions?
I believe that to be ultimately successful in business, one must always be looking downward to the lowest rung on the corporate ladder. This is particularly true of a service related business. I am constantly preaching the gospel that before you can be a good customer service provider, you must first be an aware customer service receiver. As you spend your paycheck, pay close attention to who your main point of customer contact is and how they make you feel.
Each of us in the flooring business realize that customers today are used to seeing pricing promotions – many which often stretch credibility to the limit. If you are to compete in this market, you too will need to have promotionally priced products, special purchases, etc. to entice customers into your showroom. The emphasis for some customers seems to have shifted to bragging more about how much money that they saved rather than on how much they actually spent.