Greeting Customers
I know I go on about psycholinguistics and all of you are probably saying what the heck is he babbling about. But it's really important how the customer receives your communication. In fact, your content doesn't matter if the customer doesn't get the intended message.
Greeting customers is a big deal in our business. When a customer walks through the door, everyone of us should stand-up. I'm not saying snap to attention, but just at the right pace to convey, "you are important."
Leaning back in the chair, or remaining seated while the customer stands all leaves room for misinterpretation. A customer can read this as, "this person doesn't care about my business." Prevent that meta-message from taking root. Stand-up when a customer walks into our stores.
And keep the customer standing while you're introducing our Avalon and Balboa packages. Allowing the customers to sit right away creates an entrenchment of interests. Keeping them standing while going over some of the features of the Avalon and Balboa keeps the energy level up and keeps them open to our ideas.
Sitting down at a table always suggests there is a debate or negotiation. There's a risk of devolving into an adversarial position if the transition to sitting isn't introduced properly. Keep them standing intitally. Transition them to sitting by taking command, "If you like, I can give you a price right now if you have a seat."
We're not high pressure, but there's tons of ways to set the table to make the job of selling a pool a lot easier. When Lenny, James or I average 10-14 pools a month, we're selling about 3 out of 4 prospects. Our close ratios are high because of the little things we do in communicating with customers. Pay attention to your presenatation. Videotape yourself if you want.
There's no heavy lifting selling pools, but there is effort involved. For the kind of money you can make, however, it's not that bad. But it does require self-examination and constant improvement on every salesperson's part.
If your customers like you, you'll sell a ton of pools.
Greeting customers is a big deal in our business. When a customer walks through the door, everyone of us should stand-up. I'm not saying snap to attention, but just at the right pace to convey, "you are important."
Leaning back in the chair, or remaining seated while the customer stands all leaves room for misinterpretation. A customer can read this as, "this person doesn't care about my business." Prevent that meta-message from taking root. Stand-up when a customer walks into our stores.
And keep the customer standing while you're introducing our Avalon and Balboa packages. Allowing the customers to sit right away creates an entrenchment of interests. Keeping them standing while going over some of the features of the Avalon and Balboa keeps the energy level up and keeps them open to our ideas.
Sitting down at a table always suggests there is a debate or negotiation. There's a risk of devolving into an adversarial position if the transition to sitting isn't introduced properly. Keep them standing intitally. Transition them to sitting by taking command, "If you like, I can give you a price right now if you have a seat."
We're not high pressure, but there's tons of ways to set the table to make the job of selling a pool a lot easier. When Lenny, James or I average 10-14 pools a month, we're selling about 3 out of 4 prospects. Our close ratios are high because of the little things we do in communicating with customers. Pay attention to your presenatation. Videotape yourself if you want.
There's no heavy lifting selling pools, but there is effort involved. For the kind of money you can make, however, it's not that bad. But it does require self-examination and constant improvement on every salesperson's part.
If your customers like you, you'll sell a ton of pools.
posted by Don Sheu at 11:30 AM
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