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...