How To Navigate The Complex Retail Sale And Increase Your Conversion Rate In Four Steps

By Bob Phibbs (The Retail Doctor)

Do you ask a wall of questions before ever getting a customer excited about the possibilities in what you sell?

If so, I’ll bet it is affecting your conversion rate (the number of people you encounter divided by the number of times they purchased).

Such was the case when I went into a flooring retailer…

Me: I’m looking for a new wood floor.

Guy: Are you doing it yourself or are you using a contractor? Is your floor above grade or below? Are you looking for real wood, laminate, or vinyl? Do you have a budget?

He asked about six other questions, but my ears had stopped processing. All I could hear was my own voice, Boy are you unprepared – this is work. Let’s leave.

Such a wall of questions ultimately tumbles onto the unassuming customer making them feel stupid and foolish.

Are you doing that to your customer?

I’ll bet you are…

There are varying degrees of complexity to many sales in a store.

Maybe your customer needs to know what their dinner companion will be wearing because she wants a complementary look. She wants to look like a couple, not like two individuals.
Perhaps a contractor needs to be consulted for items in a new kitchen.

Maybe the doorway dimensions need to be known to make sure the dream couch will fit through it.

Like everything when it comes to retail sales training, there’s a way to get that information…and a way not to.  Let's iron out the wrinkles in your selling process...

Here are four tips for selling in retail to navigate a complex retail sale:

1) First and foremost -  create the vision of what your product can do for your shopper. This is the fun side. This is where you create wonder, where you encourage people to look, touch, and imagine.  Get them to fall in love with it first. Show options in different price ranges and styles. The important thing is to keep all of your options to sell wide-open, to show your customer all you have and all you can do for them.

2) Present each piece of information you need in bite-sized chunks.  While you may need a wall of information and only questions will help you build it, you need to build it brick by brick. Your goal is to reframe fearful into safe.

If you need the dimensions of a doorway for that couch, is there a way to approximate the size?
For example, you could ask Does it feel like an average doorway to walk through – not too tight? You could ask them to hold out their elbows at shoulder height and touch fists together and then ask, This is about the space we need – does that feel right?

If it does, you can move on. If there is still a question, you need to provide safety, so now you offer options. 95% of the time we can deliver through a doorway like that, if not we look to see if we can use a window.  In the rarest of cases, they’ll measure before bringing it in and if there’s no way it can be done, we’ll cancel the order. Sound good?Your goal in a complex sale is to keep the motion moving forward until you know the sale is dead. This keeps you from stopping a sale before it even starts.

3) Recap all of the possibilities that could throw the sale off by assuring the customer you’ve examined everything.

To finalize the sale,  restate each brick of information once again. Remind them…

We’ve approximated the size of the ring;we’ve got the rose gold color she likes;we’ve got plenty of time to get it resized or let her pick out something else.

And always end by asking, Did I miss anything?

Again your goal is to anticipate their fear of the unknown and remove it to make the sale. You need to show them you have thought of everything - the things they’d thought of and the things they hadn’t - so they know they are in good hands.

4) Finish by making a personal request. Invite me to the wedding when she says yes.
I hope you’ll post a picture of your outfit online; I would love to see it.
Remember a party is a great way to show off your new furniture. Again, I’d love to see a picture of the fun.

 

In Sum

A sale that is dependent on more than one factor can make untrained employees want to get all their questions out immediately. They don’t want to waste their customer’s – or more likely – their own time.

The problem with all of those questions for information is they front-load a potential sale with a bunch of heavy baggage. That makes the customer’s whole effort to buy an effort. You never want that to happen.

 

Customers want to spend money freely and not feel shamed that they didn’t come in armed with everything they needed to know.

When you keep your focus on creating a vision...and not a wall... you’ll make the complex sale simple. 


And after all, isn’t that what you’re paid to do?


To View Original Article: http://www.retaildoc.com/blog/how-to-navigate-the-complex-retail-sale-and-increase-your-conversion-rate-in-four-steps

3 Sales Development Tips for Improved Messaging

By Michaela Cheevers

Throughout the creation of our guide The Sales Development Messaging Toolkit we took a hard look at the sales development function and the type of email, voicemail, and social selling strategies that are necessary to succeed in sales. With over 14 years of experience managing teams of SDRs for various clients, we have found the best strategies to write emails, voicemails, and social messages. However, finding the “easy” method of scripting these just doesn’t cut it anymore. There is a unique formula that requires a combination of skill and technology to ensure your SDRs are engaging with prospects and maximizing their efforts. The following is a redactment from our guide.
To get your SDRs started on the path to improving their messaging strategies, here are a few of our top sales development tips:

Watch Your Tone in Email Messaging

You may need to coach your reps, especially those who ar
e new to the business world, to maintain a professional tone in their emails. Our CEO and Co-Founder, Peter Gracey, went into great detail about the current trend in today’s sales development emails. If your SDRs have spoken with their prospect in the past and established a rapport with them, they can generally be more casual in their correspondence, but otherwise, it’s best to err on the polite side. Ensure that your reps are performing a routine spelling and grammar check. Also, make sure your reps avoid asking too many questions in introductory emails, as prospects will immediately recognize this sales tactic and will most likely pass over the email; instead, they should provide statements about their product or service’s effectiveness and ask when a good time is to speak with them.

Don’t Be Redundant in Voicemails

Don’t waste precious seconds on redundancy, as time is extremely valuable when leaving a voicemail. Also, avoid sentences like, “We are experts in the field of…,” or “We’re the world leaders in…” Your reps will come off as conceited, and nobody wants to hear jargon. Try to be more human. Using phrases such as “When we last spoke…” or “When we discussed this a few months ago…,” will personalize your conversation, and your prospect will be more willing to re-engage.

Take Advantage of Social Media

Unfortunately, only 5% of B2B sales teams consider social media a successful lead generation method (Ken Krogue). However, reps who use social selling are 50% more likely to meet or exceed their sales quota (Liz Gelb-O’Connor). In fact, 72.6% of salespeople using social selling as part of their sales process outperformed their sales peers and exceeded quota 23% more often (Aberdeen). The first message that your rep sends out to a potential prospect should be informative and not openly salesy. When you’re getting to know someone on social media, it’s good to incorporate social listening as well. Does the prospect publish on LinkedIn? What kinds of tweets do they post?


To view original article: http://ow.ly/TMvoo

How to Turn Non-Customers into Customers

By Kizer and Bender

 Sometimes, you just have to go back to the basics and take another look at how you are doing business. Our world has changed; customers have plenty of choices when it comes to buying what you sell. Customers themselves have changed: different generations want different things. And Gen Y and Gen Z are dragging some retailers kicking and screaming into using new technologies. But make no mistake, you will have to adapt to these new ways of doing business.

 

We get lots of questions these days about how to conduct business. Is there a new etiquette? The answer to that question is yes. And no. Consistently great customer service is still great customer service but it’s not always enough. Let’s take a look at three of the challenges and opportunities facing retailers today:

 

“Do I have to repair or service products that people purchase elsewhere?”

 

The easy answer is, you don’t have to, but if you want to stay in business you need to serve the people who need your help.

 

It costs up to five times as much to get a new customer than it does to keep an old one happy. Think about that for a moment. If a potential new customer comes to your store seeking help, help her. You didn’t get his first sale, so don’t miss the second. If you turn her away, you are not only walking potential sales, you are hurting your store’s reputation and potentially creating harmful word of mouth.  Who wants to be known as the store that isn’t willing to help?

 

It’s fair to charge for your services, just smile and explain your policy. Hang a sign in your store that politely tells these potential customers what you can do for them, and what it will cost. Then get to work turning them into lifelong fans of your store.

 

“What about customers who buy online or from another retailer and come to me for advice on how to use the product?”

 

This is an age old dilemma facing all retailers. We’ve met retailers who are openly hostile with customers like this who have the audacity to ask for their help. And we’ve met retailers who embrace the opportunity to get their future business. Think outside of the box! We know a scrapbook retailer who was getting killed on Cricut machines – everyone wanted them, but the big boxes were selling them for less than her cost. So she got creative and started a series of Cricut training classes, and people lined up to attend. At the end of each class, she gave attendees a coupon they could use for future purchases in her store.

 

So, offer classes and invite these customers to attend. Host in-store clinics where you teach the basics. And sell private lesson packages. Hang a sign in the window, and on the sales floor, that reads something like this, “It’s one thing to have a new toy, it quite another to know how much fun it can be when you know how to use it properly. We’re here to help!” Add this message to your website and social medias. Get the word out that your store is the Go-To store!

 

“Browsers drive me crazy. I need buyers.”

Questions like this make us scratch our heads, wondering why the person who asked it ever got into retailing.

There’s a home décor store not too far from where Georganne lives, and she and the owner have become friends. It’s a fun place to go and get ideas and to dream about changing or updating your home. Georganne used to go there a lot, and over the years she made many purchases, but then she stopped going there because the owner got snotty when she did not buy. Here’s the thing: Your store has an ambiance that customers can feel when they enter the front door. This ambiance comes directly from the owners or managers personality. In other words, if you’re not happy, customers can feel it.

 

Once a shopper enters your store there is a world of possibility to turn them into buyers. Show them around, if they don’t buy this time how they are treated will determine if they come back. Sign them up for your newsletter and email blasts. Tell them about events and promotions, offer ideas, and invite them to hang with you on social media. You know the drill!

 

To view original article: http://www.retailadventuresblog.com/2015/04/how-to-turn-non-customers-into-customers.html?view=magazine

To View Original Website : http://www.kizerandbender.com/

To View Kizer and Bender's Bio:
https://docs.google.com/document/d/1U5HAdsik2dzbykqW4LtIehOanBXmTa3t_BKy2PO6fLI/edit?usp=sharing

4 Ways to Revamp Your Rolling Display Racks

Posted on August 14, 2015 by Firefly Store Solutions 

  

Chances are you have a few rolling display racks in your store. Some retailers use them to arrange merchandise in the store itself, while others use their racks to sort dressing room leftovers or sort through new SKUs in the backroom.

Regardless of how you use your rolling racks, wouldn't you rather they be a dynamic part of your establishment rather than just a boring fixture? Here are four ways that you can improve your usage of rolling racks in your store.

1. Create a mobile sale section
There's probably a section of your store dedicated to sales merchandise, but if you're hosting a special seasonal clearance, you can present the marked-down SKUs prominently using a rolling rack. Place the rack in your window or at the right-front of your store, as this is the first place that consumers usually look when they enter an establishment. You'll draw people in and hopefully entice them to buy with your low prices.

Optimize storage with rack shelves.

2. Upgrade your Z-Rolling rack
If you have a few of Firefly's stackable Z-Rolling racks in your store, you can upgrade them with the new bottom shelf add-on. Now in addition to hanging garments, you can optimize your storage by placing boxes, crates or baskets on the bottom shelf of your rolling rack. This can be helpful for use in your backroom or on the sales floor! If you're using the rack in your store, why not set out a few pairs of shoes that complement the garments you hang on the rack? Smart display tactics can help increase your customers' impulse purchases.


3. Fill a boring corner
When you're rearranging your merchandise, you may end up with some empty corners in your store. You can cover up areas that are under construction with a strategically placed rolling rack. Arrange the rack diagonally across the corner you want to mask, then load it up with some great SKUs. Your customers will be distracted by the merchandise and won't notice that the corner behind it is less-than-polished.

4. Make an outdoor display
How's your store's curb appeal? You need to have something eye-catching in front of your establishment if you're going to entice people to stop in.

A rolling rack is the perfect tool for creating a display outside your doors. You can simply roll it out in the morning and bring it back in at closing. Just make sure your employees know to keep an eye on any merchandise so passersby don't carry anything off without paying.

To view the original article please visit: Firefly Solutions

Make Your Next Store Event One to Remember

Why bother hosting events in-store? They can take up already valuable time above the normal day-to-day operations, and put extra workload on you and your staff. You may worry that if you hold a store event that’s under-planned, under-attended and underwhelming, it could actually hurt rather than help your reputation. So, is it really worth the effort? The answer is YES. A successful store event brings increased exposure, traffic and sales with it.

 

The reason certain store events stand out is because they add something remarkable to their otherwise normal store experience. They create a connection with customers, encourage them to speak to others about the event, and ultimately drive repeat business back to your store.

74% of consumers have a more positive impression of a brand after an in-store event. 59% say that they plan on telling others about that experience within 48 hours of it. - (Event Marketing Institute)

Don’t simply pass over store events because they take up too much of your time to plan, or because they haven’t produced the results you desire in the past. All you need in order to host a successful event is proper planning, access to marketing channels to promote the event, and a dash of creativity.

 

Retailers are Finding That 'Sustainable' Sells

By Ian P. Murphy | August 19, 2015                                                                                   

 

For many retailers today, sustainability sells. 

 

But sustainability is no longer a matter of providing a reusable shopping bag or cutting greenhouse gases.

 

Behind-the-scenes moves have a fantastic effect on many retailers’ environmental impact and earn plenty of good press, but more and more retailers are bringing sustainable products to store shelves—and saying so is a selling point.

 

A natural spin

Not surprisingly, outdoor retailers dedicated to enjoying nature lead the pack. Last month, longtime ecofriendly operator Patagonia released a line of denim that features 100% organic cotton and an innovative dye process that uses 84% less water, energy, and chemicals than the typical pair of jeans. The line is also Fair Trade Certified, meaning laborers making the jeans are compensated appropriately.

 

“Traditional denim is a filthy business,” said Helena Barbour, director of the company’s Sportswear business unit, in a release. “We wanted to find an alternative solution to using the standard indigo dyeing methods we once employed. It took several years of research, innovation, trial and error, but the result is a new path for denim. We’re hopeful other manufacturers will follow suit.”

 

Rather than following, Levi Strauss & Co. had already gone down this road in 2010 with the introduction of its Watertold

the Los Angeles Times.

 

Recycling for reuse

Rugged apparel marketer Timberland offers an Earthkeepers collection of shoes that incorporates recycled PET plastic from beverage bottles; the company’s Polartec, SmartWool and Bionic canvas fabrics also contain recycled PET. Since 2007, the company has kept 128 million bottles out of landfills.

 

“The idea is to put the most environmentally responsible materials possible into our products,” said Emily Alati, director of materials development for Timberland. “We created more and more material options to substitute for virgin raw materials where possible to meet this goal.”

 

Similarly, Portland-based NAU offers clothing made of sustainable materials such as recycled polyester and organic cotton. And retailers with a feel-good or holistic health pedigree rely on sustainability, too—GAIAM’s recycled-content yoga mats and organic-cotton bedding and apparel help buyers reduce their environmental impact.

 

West Elm jumped on the Fair Trade bandwagon last year with a line of rugs handcrafted in India, becoming one of the first home goods retailers to pitch products based on ethical working conditions.

 

“West Elm is empowering consumers to purchase according to their values and help alleviate poverty,” said Paul Rice, CEO and founder of Fair Trade USA.

 

Brands that support a cause “actually sell better,” Bloomingdale’s CEO Tony Spring told MarketWatch. “We are going to always look for what’s the most exciting product. But if there’s a human side to it, it sells even better.”

 

Transparency in trade

The key to selling a product based upon sustainability is to put the information directly in front of shoppers. For example, Timberland offers a Green Index rating to give customers an idea of products’ environmental footprint including climate impact, chemical use and resource consumption.

 

Outdoor retailer REI labels many of its apparel products with “ecoSensitive” labels to inform shoppers how much recycled, renewable and/or organic fibers they include. And Patagonia offers full disclosure by listing all of the textile mills and sewing factories it employs, as well as a product impact tracking tool, The Footprint Chronicles.

 

“Transparency efforts pay dividends,” said a 2013 Retail Sustainability Report from the Retail Leaders Industry Association (RILA). “When operations are transparent, retailers and suppliers alike can more easily identify opportunities to improve performance, and can develop plans to reduce costs or supply chain risks.”

 

Large retailers on board

The message is spreading. Even Wal-Mart is advocating a worldwide sustainability index that allows customers to assess goods’ environmental impact. Target’s new sustainability index already scores products based on toxicity, transparency and other factors such as recycling potential, and promotes high-performing products from Ben & Jerry’s, Annie’s, Stonyfield, Seventh Generation and Method, under its “Made to Matter” banner.

 

“Simply put, what matters to our guests matters to us,” Target’s chief merchandising and supply chain officer Kathee Tesija said in a statement. “We know our guests are looking for better-for-you and better-for-the-world products, and our research shows that they seek authenticity and transparency from the brands they buy.”

 

That factor is unlikely to dissipate in the age of the mobile web, which has helped make every purchase a considered purchase—and allows consumers to be just as careful in sourcing products for personal use as many companies are in their supply chains.

 

“While the business case for sustainability is clear, retailers also increasingly understand that the customer of tomorrow will demand more information about the environmental and social impact of the products they buy,” Bonnie Nixon, executive director of the Sustainability Consortium, said in a 2012 RILA report.

 

To view the original article please visit: Retail Dive

Focus on Customer Experience this Football Season

Whether or not you're a football fan, it's hard to ignore the excitement generated by a big game or in this case- the start to the season. This season provides great opportunities to bring in new customers and a way to show your appreciation to current ones.

Game Day Sales

While fans often have plans on Game Day, there are always people looking to shop. You can offer a Big Sale on Game Day to draw people in on a day that might otherwise become slow. Customers can come in wearing their favorite team apparel and get 20% off their purchase. You can even up it to 25% if they come in during the game.

Window Displays

Grab some inspiration from a big company like Nike who can create a window display like this. Ask yourself a few questions: What do you like about the display? The use of footballs as a flag? The mannequins in motion?

 Figure out what speaks to you from your favorite windows and incorporate it into your display!

Tailgating

Come from a big Football town? Offer an event that will help people get pumped for the game and their team. People can stop by before the kick off for some coffee or snacks on their way to watch the game. Interacting with your community and getting foot traffic in your store will be great for your store!

Go Subtle

Football fans not your main clientele? You can have fun anyway! Choose your cities colors (or your favorite) and create a display with them. You can put hints of football in there too, to bring together the look. The best part is you can incorporate any holiday into your display too.

Think Long Term

Create a gift basket that people can place their bets on now! Ask people which two teams they think will make it into Super Bowl 2016. Then, as the tie breaker ask people to enter what they think will be the final score of the game. If this is too much of a long term plan, you can create a competition for just the kickoff game between the Patriots and Steelers, asking people for the final score. Whoever comes closest wins!

Have Fun with Social Media!

Make sure you get your store’s personality out there on Facebook, Twitter, or Instagram! If you have a great new display, an event or some football-related products make sure to share. There are also great memes that you can utilize and engage with your followers. Social media is not about only pushing your store, but about creating a connection with your customers.

 

 

 Now that you have some inspiration for this football season- go out there and show it!

3 Deadly Traits That Kill Your Efforts To Attract and Keep Customers

The Retail Doctor 08 | 09 | 15            

Some of the most popular questions people have for me are:

How do I get more customers in my store?
How do I increase my sales?
How can I sell more?

I get it. Traffic to stores and malls are down, and while you might be tempted to haul out that old losers limp They’re all buying online, don’t.

The fact is 85% of the shopping that is to be done for the foreseeable future according to McKinsey will be in brick and mortar stores.

According to TimeTrade, as much as mobile shopping is hyped, the reality is mobile purchasing is slow to grow; only 13% of respondents have previously made a purchase using a mobile device.

 

So if the endless aisles of online aren’t the culprit to lower store sales, what is?

The traits and skills necessary to engage shoppers, to get them to buy today and to tell their friends about their wonderful experience are largely missing throughout retail - from the highest luxury brands, to the biggest big boxes, all the way to the smallest boutiques.

In short…

We have to unpack the baggage of our lives if we are to be able to escape into the world of retail and our customers.

What does that mean?

Quite simply, most of us have been able to get away with some very bad personal habits in our own lives.

We listen to talk over someone.
We allow ourselves to be distracted while still expecting no one can tell.
We sympathize when we need to empathize.

Here are the 3 traits you need to adopt and use if you are trying to attract and keep your customers:

Concentrating on the Why

How many times have you forgotten a call you were supposed to make? How about letting a deadline slip ? How many times have you chatted on the phone while checking email or Facebook?

We are a distracted group balancing multiple sources of information - and none of it too well.

That plays out on your salesfloor when employees only half-concentrate on your shoppers.

When they only half-understand why they are there.

That results in only half-hearted engagement...and shoppers leave.

 

Actress Katherine Hepburn noted that Spencer Tracy had the ability to tune out the audience or the crew to concentrate just on the person speaking to him. It is what made audiences connect with him.

When we don’t concentrate on the shopper for more than a few seconds, we only grasp a snippet of what they say and based on that, we react.

Consider a couple who walks into an independent nursery looking for something to plant. They ask an employee what type of palm tree they can put by their pool. The salesclerk blurts, “You can’t put a palm tree by a pool. They are just too dirty!”

 

“Then what can we plant?”

 

“Pool plants over there.” He points, turns and leaves to return to the counter.

 

The wife thinks, That was rude and he doesn’t know any more than we do. Ten seconds later they’re in their car headed for the big-box.

 

Since he didn’t concentrate on his shopper to determine why they wanted the tree, he didn’t understand that they didn’t necessarily want a palm tree; what they wanted was a tall accent tree for their pool.

 

A great salesperson, one who is interested in meeting another human being first and selling the widget second, develops their concentration skills so that the only person they are interested in at any given moment is the person in right front of them.

 

When you develop the skill of concentration, you ask yourself when looking at a new customer…

 

Of all the days in their life, why today are they walking in to this store?

 

To answer that question, you concentrate on the shopper to learn more than their first words might say.

 

You can understand that shopper’s gift might be to receive someone else’s forgiveness, or their purchase is to reward themselves, or in the tree story, to find a final addition to the dream backyard they are creating for their friends and family.

 

When you can concentrate on their reason for being in your store, you can develop the next trait...

Listening For The What

Being able to listen is related to concentrating – but adds the what, not just the why.

 

When I first started working on my choral-conducting, my professor Rod Eichenberger, would stop me mid-phrase and ask, “Are you getting the sound you want?” 

 

“I dunno” I replied. I was so concentrated on why my hands had to move in a certain way that I failed to connect my actions to what I was hearing from the chorus. 

 

Notice, he whispered in my ear... and I restarted. 

 

Noticing is listening. It’s what tells another human being they are worthy of your interest. 

 

When we don’t feel listened to, we shut down. 

 

How we hear someone is falling on deaf ears as we text, emoji, and gif our communication skills. 

 

But if you want to be a professional, a salesperson who enjoys their job and the fun of selling, you must standout from those who are awash in a world of words they fail to hear. 

 

I came face-to-face with such an unlistening person behind a counter at a deli...but it could have been anywhere. 

 

When she asked what I wanted, I said “A six-inch chicken sub on white with green peppers.” 

 

She put on her gloves and asked, “Was that white or wheat?” 

 

“White.” 

 

“And what did you want?” 

 

“A chicken sub with green peppers.” 

 

“Was that a six- or twelve-inch?” 

 

“Six-inch.” 

 

“What did you want on it?” 

 

“Green peppers.” 

 

“Did you want cheese?” 

 

“No, just the peppers.” 

 

“You don’t want me to warm it up first?” 

 

“Yes, I want it warm.” 

 

“Well you said something about it being cold.” 

 

“What are you talking about? I never mentioned anything about cold.” As I looked down, she was preparing a twelve-inch sub. “Uh, that’s supposed to be a six-inch.”

“Oh, I really can’t do two things at once.” 

 

“Then you are in the wrong business,” I said. 

 

Brutal like Donald Trump, maybe. 

 

But the point is there are millions of employees working in retail who are only half-hearing what people are saying. 

 

That means they’re only half-understanding what their shopper is trying to solve. 

 

That translates into only half-caring about what that shopper wants. 

 

And probably only half-caring that they work at your store. 

 

No wonder so many shoppers feel disconnected when they go shopping in a brick and mortar store...the one place their money should be making people listen to them. 

 

So how do you develop your employees’ listening skills?

 

A fun exercise to use in a meeting is to select a true story you have experienced with a shopper. Write it out so you make sure you get all you want into the story. Give as much detail as possible but don’t make it so straightforward; include some irrelevant details about the weather, or you getting to work on time, or the trash overflowing - doesn’t matter.   

 

Give your employees pads of paper and pens. Tell your story. (If you really want to test them, leave out one or two sentences.) At the end, ask them to write down three relevant details you mentioned in the story. Ask them to identify two things that had nothing to do with the story. Ask them if there are things they feel were left out.

 

It isn’t important that they get this perfect; it is simply a lesson in listening. 

 

When you’re able to develop concentration and listening skills you’re ready for the third trait… 

 

Empathizing to understand

 

Empathy is the ability to imagine all the sensations of another person. You want to feel what they feel. 

 

Maybe a shopper is frustrated an old favorite jacket has worn out. Because you can empathize with how that would feel and use all of your knowledge about the products in your store, you hold the solution. 

 

Maybe they have been searching online for a purchase, but something has been holding them back. When you have empathy, you understand that you have the wisdom to sort the options and solve their problems. 

 

Untrained salesclerks might only sympathize with how awful it is something wore out. In their world, yea it sucks is something they identify with. And that’s the end of it. 

 

Because they can’t empathize and feel what that shopper feels, they can’t help the customer move past and solve that problem. Both the clerk and the shopper are stuck.

 

How do you develop your empathy? 

 

You cultivate your curiosity about strangers. Studs Terkel once said, Don’t be an examiner, be an interested inquirer. 

 

To develop empathy, you have to give up the idea that as a salesperson, you're in charge. The truth is your customer is. 

 

And to attract and keep more buyers, you have to make sure you aren’t treating them like they are felons who did something wrong, or like they’re third graders needing to be prodded for every piece of information. 

 

To develop empathy, rather than just asking what are you looking for, ask questions that help you understand the frustrations, excitement, or perspective of the shopper standing in front of you. Then concentrate your listening on what they say. 

 

See also, The 5 Stupidest Questions To Ask Retail Shoppers  

 

In Sum

The problem isn’t how do I get more customers into my store?

 

And it isn’t how to turn them into buyers… 

 

If each person on your team will concentrate, listen and have empathy for each person who walks through your doors, it will happen because... 

 

Shoppers are human beings looking for a friendly face...Someone who can concentrate on their needs at that moment. Someone who can listen to the emotion behind the purchase. Someone who can empathize and provide the solution just right for them. 

 

When you develop the ability to concentrate, listen, and empathize, you’ll be in the moment... 

 

Noticing. 

 

And customers will tell their friends you did.

 

To view the original article please visit: The Retail Doctor's Blog

Want more information on sales and customer service? Check out these blogs!
5 Customer Engagement Best Practices That Will Dramatically Boost Your Business
Not Just For Shoppers: How Mobile Helps Store Associates
It’s Not Just Luck: 4 Things A Brand Promise Needs to Drive Customer Loyalty   

Retail Pro and CounterPoint in an Omni-channel World Webinar 8.12.15

 

Retail Pro and CounterPoint in an Omni-channel world Join us for a webinar on Aug 12, 2015 at 10:00 AM PDT. Register now! https://attendee.gotowebinar.com/register/3797774003695184641 You’ve already made one great decision in choosing One Step Retail to be your trusted partner to implement a first class Retail Management System. Retail Dimensions, Inc. and Web Studios West will present how that great foundation can be leveraged to bring not only e-commerce into your company but enable Multi and Omni-channel features to give you more opportunities to create and retain loyal customers driving more sales. After registering, you will receive a confirmation email containing information about joining the webinar. View System Requirements

Grilling Up Good Times on the Fourth of July

Pam Goodfellow     

June 26, 2014

                  

With winter’s polar vortex a distant memory, summer’s warm temperatures have consumers celebrating in front of the grill.

According to NRF’s 2014 Independence Day Survey conducted by Prosper Insights & Analytics, more than 153 million consumers – nearly two-thirds of those celebrating – are set to observe the Fourth of July holiday with a cookout, barbeque or picnic, spending an estimated $6.2 billion ($68.16 per household) on burgers, snacks and other food items for the occasion. This is the first year NRF asked celebrants about their spending plans on food items.


July 4th Plan Spend on Food Items - In Billions

Charts from the NRF Foundation’s Retail Insight Center. To access this data and more research please visit the Retail Insight Center.

 

While the majority will spend the day around a picnic table, many will also attend a fireworks display or community celebration (105 million) or a parade (27 million). Plans for each of those activities declined from last year, but an increasing number of celebrants are taking advantage of the three-day holiday weekend: 13.7 percent (32 million) plan to take a vacation, the highest in the survey’s history. This figure rises to nearly one in five among Millennials.

Although gas prices continue to creep upward, holiday travelers seem relatively undaunted. More than 70 percent indicate their spending for the Fourth of July will not be impacted by prices at the pump, up from nearly 65 percent a year ago.

Access more data from the NRF Independence Day Survey: Visit the Retail Insight Center.



Celebration Plans For Independence Day

Charts from the NRF Foundation’s Retail Insight Center. To access this data and more research please visit the Retail Insight Center.


 

To view the original article visit: https://nrf.com/news/grilling-good-times-the-fourth-of-july#sthash.3ipzaBKO.dpuf

Hot 4th of July Sales and Inspiration for 2015

4th of July is finally here which means it will be a whole weekend of celebrating! Don't worry if you're not ready because we're here with some great suggestions for you!

Ski Pro Ride Shop is having their Fun in the Summer Sale and it's happening now! If you're heading out to the lake this weekend, you can shop from Arizona’s largest selection of wake boards, wake surfers and water skis from select brands starting at $99, plus a huge selection of tubes and accessories. What else can you get? Sunglasses up to 30% off and all their stand up paddle boards are on sale too!

 

 

 

If you'll be going out with friends all weekend, Affliction Clothing is having their 4th of July Sale where you can find something for both Men and Women.

 

 

 

 

 

 

Planet Blue has an option for whatever your style might be. We're especially in love with this Team USA sweater that is great to pull out for the firework show!

 

  

Going to a pool party or a beach bonfire to celebrate? Gone Bananas Beachwear has lots of Red White and Blue Swimsuits to choose from so you'll look amazing while being patriotic!

 

 

 

 

Ole Smoky has some great drink recipes that you can make batches of so you can go enjoy yourself at the party! This Mix Berry Tea requires two ingredients and with some sweet tea and moonshine in there, it gives the American kick you're looking for!

 

 

 

No 4th of July is complete without some delicious all American food like barbeque or in our case Apple Pie! Honeyville has this delicious recipe on their blog for Caramel Apple Mini Pies- you will definitely be the favorite guest invited to the party!

 

For something more understated to wear this weekend, check out G-stage Love's All American Girl Collection. Lots of different options and accessories to dress up any outfit you choose! Right now it's $3.99 flat rate for shipping and if this is your first order you get 20% using the code: GSLOVESME20

 

If you're a fan of the American Flag then Grand Slam NY has everything from clothing to baseballs to anything else to get your party ready for this weekend! You get 10% off American Flag Merchandise by using the Code: USAUSAUSA2015 Plus there is free shipping over $75.

 

 

 

 

If you're going to a company celebration or just a more fancy 4th of July bash  Haute Hippie has some great options for you! Save up to 40% with the code HIPPIEFOURTH - Sale ends on Sunday!

 

 

 

 

No matter what you end up wearing or going to celebrate, make sure to have a great time celebrating the 4th of July this weekend!