Top 10 Rules of Seller Behavior in a Crisis
Top 10 Rules of Seller Behavior in a Crisis –
Owners of retail chains are well aware of the important role played by the level of qualification of retail store personnel in ensuring successful sales. This is even more noticeable in a crisis when each seller requires a high level of professional skill, knowledge of psychology and human relationships, to understand product strategy are the secrets of sales technologies. Business coach Tatyana Sotnikova formulated ten rules that shoe sellers recommend adhering to ensure successful sales in times of crisis.
When serving the buyer during a crisis, the seller should proceed from the characteristics of this period, which in one way or another affect the behavior of the client.
For example, the following moments are characteristic of a crisis period:
- “Uncertainty” of requests and wishes, and the seller needs to help the visitor to accurately determine his requests;
- “Reducing the time for making a decision”: the buyer should not waste his time in the store, so the seller needs to present the beneficial qualities of the goods to the client so that he can make a purchase decision as quickly as possible;
- “Panic” – this means that the seller must be calm, confident in himself and the merits of his product.
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We present you top 10 rules of seller behavior in a crisis that should be followed by sales staff in servicing the buyer during the crisis to ensure sales growth –
1. Work beautifully, with pleasure –
Sellers should be polite, responsive and tidy. The benevolence of employees forms a positive, long-term relationship with the buyer, based on trust, respect, mutual understanding. The external image of the seller should be harmonious, demonstrating professionalism, style and attractiveness. Equally respectful sellers should treat all buyers, regardless of how the person looks, how famous or rich.
2. Establish confidential contact with visitors –
According to marketers, if a person makes a purchase in the same place at least four times, he will develop the habit of spending money in it. Therefore, sellers must work with the customer so that he comes these four times to your store. Ideally, the seller should become a trusted person, a friend of the visitor, in order to understand and satisfy his needs (a grateful client will usually recommend you to his friends and acquaintances, and a dissatisfied one will tell you about ten poor customers). The contact established with the client on the basis of trust is a reliable bridge to a successful sale and further mutually beneficial cooperation.
3. Properly identify the needs –
Motives, interests and problems of the consumer through questions. It is impossible to sell a product without understanding what exactly a person needs. If the seller does not ask the “right” questions, then he “incorrectly” presents the goods and causes the client only refusals and objections. By correctly formulating the questions, you show interest in the wishes of the client, inspire confidence, and make the consumer be more open and friendly. Understanding the true motives and problems of the client is the shortest way to sales.
4. Get feedback from the visitor –
The client must not only listen, but also hear, give him the opportunity to speak. To do this, you can use clarifying questions and other methods of active listening to show the client the importance and significance of what he is talking about, so that he can understand and understand what selection criteria he prefers. In the process of communication, specify how attractive your offer is to the buyer, support him emotionally, rejoice with him and make a successful purchase. If something does not suit the buyer, or he is not ready to buy the product yet, do not be nervous – the seller should remain friendly and not “get up in a pose”.
5. Demonstrate the product and its benefits competently –
The presentation of the goods must be carried out openly, demonstrating the goods “face”, so that the buyer can easily see, touch, evaluate. It is necessary to provide the buyer with the most interesting and useful information about the product, correctly determine the size of the client by eye, and offer to try on different models. The seller should not leave him unattended for a minute, therefore, it is necessary to conduct a dialogue with him and at the same time select models for fitting (the buyer must have a choice of 2-3 or more models). No questions asked by the buyer should remain unanswered by the seller!
6. Sell a range of services –
If it is possible to offer the buyer related products or additional accessories – this is great, it is important to offer him a comprehensive product. It is necessary to make it clear to the client that in your store he will find everything necessary to transform himself beloved (or beloved) in accordance with the latest fashion trends, and save his time by solving all the problems of his own image in one store.
7. Do not shy away from conflict resolution and criticism –
If you have any objections or complaints, the seller must listen to the customer with understanding, find out the reason for the dissatisfaction, carefully consider the complaints of the buyer, regardless of their tone and fairness of the charges. If the buyer wants to return the unsuitable goods, they should be calmly accepted and try to find out what this return is associated with. Then we must try to eliminate the cause of dissatisfaction, or, to offer something in return.
8. Correctly complete the sale –
If the buyer does not dare to make a choice, he needs help: ask alternative questions about different models, advise him on the system of discounts and promotions in your store. It is important to complete the sale qualitatively: to lead the buyer to the checkout, to pack the goods beautifully and accurately, give recommendations on the care and maintenance of shoes, say goodbye and thank you for the purchase, invite you to come back more often. If the buyer leaves without a purchase, the seller must inform him about future deliveries, new collections or upcoming promotions and sales.
9. Improve your professionalism, be with the client a little psychologist –
The seller must constantly learn the latest in the industry and the benefits of his product, hone sales skills and understand the psychology of customers. When a client appears, the seller should always be close by – stay a little away, but be ready to help if necessary, it is not recommended to turn your back on the buyer, or look in the opposite direction from him. Work in such a way as to demonstrate excellent service to the visitor, but not to fall into the “what you please” position. The seller must remain a person, and be in the position of a partner, not a service person.
10. Save customer’s time –
Sellers must work efficiently, observe the sequence of sales stages, do not “load” the buyer with information that is unnecessary for him, ask correctly formulated questions, present only those models that will satisfy customer needs. The ability of the seller to work quickly, professionally, and positively is an essential component of sales success.