ASEAN COMMUNITY OF ENTREPRENEURS
TRENDSETTER
to-people customer experiences.
You can’t fight e-commerce
without people skills.
Sales People Are Not PeopleOriented Enough:
They don’t understand customer’s
needs and requirements. The
general rule of questioning skill
is that the higher your price, the
more you need to understand the
customer’s needs and wants. That
means if your retail business sells
a product that is $10 (i.e. food
item), you technically don’t really
need to ask many questions.
However, if your product
costs $100 and above (i.e.
clothing), you may need to pose
a few basic questions. But if your
range is $1,000 and above (i.e.
beauty care), the consultant role
needs to come in. By the way,
the higher your price, the higher
the degree of professionalism is
‘expected’ from the customers.
in view of their high turnover.
But if they don’t, what happens?
Once again, people would go
online because all their questions
will be explained online.
Retail Sales People Are Not
Positively Closing:
Closing is defined as asking the
buyers to buy or encouraging the
buyers to buy. How many retail
sales people do that? Very little.
Allow me to share with you
the proven method of closing a
larger transaction for
every customer as
used by the world
renowned fast food
chain, McDonald’s.
First of all, there is no
more small set meals
anymore. Therefore,
customers must now
opt for only medium
or large set meals.
The next thing is
when you walk to the
counter and order
a Big Mac meal, for
instance, the person
at the counter will
ask you “Large?”
Guess
what?
Most people would
answer
in
the
affirmative. Indeed
a proven up-sell
technique mastered
by the king of retail.
Just imagine if your retail sales people
do the exact opposite of the mistakes
I’ve highlighted above. Your sales
need not suffer substantial slowdown.
But this is one tough battle because
your retail staff have to first master
the psychology of selling to cautious
consumers. That is not the job of the
order-taker or even service people.
Train your staff well, push them hard,
motivate them more and how would
your retail business fare?
Retail Sales People Are Poor At
Presentation Skills:
Most sales people can’t explain
their products. Why? Not trained
properly is perhaps the best
answer. I can understand that
most retailers are not keen to train
their sales personnel extensively
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ASEAN COMMUNITY OF ENTREPRENEURS | ISSUE 2 : 2016
Hanzo has helped many clients achieved the HIGHEST sales record ever in their
company history. He has also turnaround many under-performers and sky-rocketed their
sales results through his Sales Ninja training programmes. For more information on
Sales Ninja training, visit www.SalesNinja.asia today!