Blue and Red Gradient

Impact Of A Bad Sales Associate

about 50% of customers are more likely to hear about a shopping problem related to a Sales Associate issue as opposed to a store issue.

COMMUNICATION GAP = ISSUE

What is a Sales Associate?

THE MAIN GOAL OF A SALES ASSOCIATE!

the main goal of the sales associate is to achieve higher sale volumes and a stable workplace, therefore it is vital that all sale associates use effective language, listening and nonverbal communication skills.

4 Essential Abilities of a GOOD Sales Associate

Willingness to Help Others

Understanding Customer Wants and Needs

Remain Calm and Focused Under Pressure

Maintaining Dependable Relationships with Staff

Willingness to Help Others
(or in the case of the sales associate, EVERYONE!)

Dress

Look put together

Reflect spirit of the store

Have lanyard or tag visible

Physical Demeanor

Smile; appear friendly

Eye Contact

Proper posture (look awake)

Not all Sale Associates are expected to dress in buisness casual wear.

It can vary greatly depending on the store.

A great example of a Sales Associate that fits the criteria for proper physical demeanor.

Understanding Customer Wants and Needs

Watch for customer's nonverbal cues

Ask open-ended questions

Listen closely to customer responses

Follow up on the customer's response

SCENARIO: A customer tries on several dresses and isn't satisfied with any of them. Customer hands the items she does not want to the sale associate expecting just to leave afterwards.

Do's and Don'ts

Do:

Open Ended Question

Don't:

Close Ended Question

Remain Calm and Focused under pressure! (Don't lose your head!)

Not all customers will walk in and leave happy

Sale Associates are first and foremost a human being

Walk Away or talk to higher-up

Sale Associate can only do their best

Knowing this should help lower anxiety and remain level of calmness

Does the customer even know what they want?

Approach the customer (apply Willingness to Help)

Take time to help customer decide

Explain the products

Explain organization of store

Tell customers of special offers and deals

Will helping this customer prevent me from helping others?

Listen to the customer

Asses the situation at hand (Is it busy? Are there greater demands?)

Follow up with the customer

Use polite and specific forms of language

SCENARIO: A sale associate is working at the cashier and helping a customer. A different customer goes right up to the counter and asks if the sale associate can get something down for him.

Do's and Don'ts

Do:

FORMAL AND SPECIFIC

Don't:

INFORMAL AND ABSTRACT

Maintaining Dependable Relationships with Staff

Misunderstanding of Directions Given

Poor listening habits

Failure to request for clarification

Lack of understanding = dimnishing relationship

Misunderstanding of the intent of statements

How should I say what I'm going to say?

Is my statement appropriate for the work environment and situation?

Will my statement harm my relationship with this person?

Misuse of I You and We

You: No Responsibility

I: Some Responsibility

We: Equal Responsibility

Misuse of Abstract and Specific Language

Least specific: You should pay more attention to the clock.Slightly specific: You should pay more attention to the clock during your breaks. Neutral: You need to stop going over your break time. Pretty specific: You need to stop going over you break time all the time. Most specific: You need to stop going over your break time every time we share the same shift.

In Conclusion...