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Dave Richardson

How to Tell By Your Customer’s Eyes Whether They Want to Buy or Not

Dilated is good; constricted is not.

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Tip: The Eyes Are the Windows to the Sale

WHY IT IS TRUE: Looking carefully, but not staring, into the customer’s eyes will reveal their interest in what you are saying.

PLAN OF ACTION: When the customer is feeling relaxed and interested during your presentation, their eyes will clearly be dilated. When the customer is concerned or perhaps worried about the price, their eyes will be constricted. This is more easily observed in individuals with blue eyes, although with proper lighting, a brown-eyed individual might be exposed. When the customer’s eyes are constricted, lean slightly forward, particularly when you listen to them. Nod your head, smile, and demonstrate your genuine interest.

David Richardson is a certified professional speaker and a consultant to retail jewelers and manufacturers worldwide helping them grow their diamond bridal engagement business.

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Texas Jeweler Knew He'd Get Only One Shot at a GOB Sale, So He Wanted to Make It Count

Most retailers only have one GOB sale in their lifetimes. This was the case for Gary Zoet, owner of Shannon Fine Jewelry in Houston, Texas. “Wilkerson has done thousands of these sales,” says Zoet. “I’ve never done one, so it’s logical to have somebody with experience do it.” The result exceeded Zoet’s expectations. Wilkerson took care of everything from marketing to paperwork. When it’s time for you to consider the same, shouldn’t you trust the experts in liquidation?

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Dave Richardson

Why Flip Charts Are Superior to Whiteboards

This could be extremely important to your sales performance.

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WHY IT IS TRUE: Many powerful ideas are shared in brief meetings with your sales staff prior to opening the store. Traditionally, these ideas are recorded on an erasable whiteboard in the training room or office. Once erased, the ideas may be lost forever.

PLAN OF ACTION: Invest in a flipchart and marking pens, and use them generously to record sales training conversations, discussions and commitments during your staff meetings. At the conclusion of the meeting, post the valuable information recorded on the chart to prominent locations in your office or training room. Refer to these in future daily meetings, focusing upon ongoing value to your store and your customers.

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Dave Richardson

Why the Doghouse Is Bad for Him, But Good for You

You can help him get out.

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Why is it true? Every man, regarding how hard he tries, is bound to end up in the doghouse at some time in his life. Getting out of the doghouse is critical — that’s why he’s in your store.

Plan of Action: The man says, “Boy, am I in the doghouse!” Rather than providing an immediate solution, ask him the critical question: “How big is that doghouse?” Knowing immediately that you have empathy for his plight, he will say something like, “This is a big doghouse.” Looking him in the eye with genuine understanding, say: “Let me show you what we’ve got to get out of the big doghouse.” Then take out a very nice piece you know she will like. That should close the sale and you will have a customer for life.

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Dave Richardson

Why Attitude Is More Important Than Experience When Hiring

Pick the right attributes and you will score a real winner.

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WHY IT IS TRUE: The key question in hiring a new sales associate is, can this person sell? The second question is, does this person have any jewelry sales experience?

PLAN OF ACTION: Be careful hiring someone with jewelry experience, particularly if that experience comes from different stores over a number of years.

My philosophy has always been this: it is easier to train a good salesperson to sell jewelry than to train someone who knows jewelry how to sell.

Most importantly though, look at the person’s attitude toward selling, enthusiasm for working with customers, and results during their sales career. Chances are you will score a real winner.

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