Transform your nonprofit selling with customer focused selling for Nonprofit

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in this video we're going to cover the first three steps in a six-step sales training process there is nothing to fear sales training is easy and it is not scary when you follow the six steps to the perfect purchase [Music] the entire reason your store exists is to sell that is your main function too many retailers get so caught up in operations and display and assortment planning and marketing and they don't focus on training their staff to sell sales training is not just a one-time event it is an ongoing activity that must become part of the culture of your retail store great selling is just great customer service all of the information i'm sharing in this video comes from my 27 years of retail experience and what i've learned from the whiz bang training retail mastery system so look in the description below and check out the link for west bank trainings retail mastery system you need to change your thinking remember great selling is just great customer service the good news is that great customer focused selling is a skill you can learn bob and susan nagin with whiz bang training developed the six steps to the perfect purchase it's all about your customer finding and making the perfect purchase it's not about you making the sale so train your staff to use these six steps to make the perfect purchase and you will see your average sale increase i know you will because mine did so step one is the greeting the first rule of great customer service is to greet every customer you want to make your customers feel welcome and comfortable in your store so just smile and look them in the eye and walk up to him and use warm welcoming words to say hi hello welcome to my store so with a smile on your face and open body language and looking them in the eye and saying hi you are now off to a great start to building relationship with that customer next i want you to do something that i call speak up shut up and mirror it's where you watch the customer and you mirror them i learned this at a conference and it has stuck with me all this time okay so first you're going to greet the customer that's the speak up part and then it's the shut up part don't say anything watch and see how the customer reacts if they stop and look at you like they're ready to engage then you're ready to move on to the next step but if they rush past you and give you the dreaded i'm just looking then you know it's time to give them space let them look but you are not done so if you did get the i'm just looking you need to watch for your chance to re-engage with that customer keep an eye on where they're at what they're looking at and you wait for your chance to go in and talk to them about an item that they see that they're interested in so you don't just stop when they say i'm just looking your job is to watch for your chance to re-engage or if your customers already ready to engage this is your chance to be building that relationship with them so compliment them or comment on something that they're wearing or maybe their child or their pet or comment on the weather outside the main thing is to start off this relationship with something other than can i help you you have to take that phrase out of your vocabulary can i help you implies that they're going to buy something from you and you haven't even really met them yet or even built a relationship people like to buy from stores and people that they know like and trust step two is questioning and listening now that you've started to build a relationship we could move on to why they are in your store you have to ask lots of open-ended questions and listen so that you can ask even more questions do not ask questions that can be answered with yes or no the more you know about what they're looking for or the person they're buying a gift for the better you're gonna be able to help them find the perfect item a great simple question to start with is are you shopping for yourself or for a gift today do not be afraid to ask them how much they want to spend that will help you show them the right products never pre-judge what you think somebody's going to spend and never shop out of your own pockets just because you can't afford it or just because you wouldn't pay that price for it doesn't mean that it's not the perfect thing for them remember it's not about you it's about your customer finding the perfect purchase for them step number three is show and tell now is the time when you really start showing your customers all your awesome products after you determine what your customer is looking for now you can use your product knowledge to show and tell them about all of your items you can really bring your items to life in this phase of the selling process it is best if your customers can touch and feel and try it on or if you can demo it for them here again this is where you want to mirror your customer so watch their body language see what they seem interested in and how much information they really want to know about each product so this is what i want to make sure you take away from this video great selling is just great customer service and customer focus selling is a skill that can be learned there are six easy steps this was just part one be sure to watch the next video to get the next three steps to complete our six step sales training process if you like this video be sure to give us a thumbs up and remember to subscribe to this channel so that you can see part two of the basics of selling until then happy retailing