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Shane Decker: 20 Questions

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Answer ‘yes’ to every one of these after each sale, says Shane Decker.

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20 Questions

During the holiday season, we tend to “clerk” sales and skip over those little things in our presentation that mean the difference between making a single sale (or worse, walking the customer) and making a customer for life. You should be able to check off the actions listed below for every single sale that you make. Otherwise, your presentation is incomplete, and you’re costing yourself business.

1. Was the sales floor covered when the customer came in, with a salesperson standing in the “sweet spot?” (That’s the left side of the store, looking out, about 15 feet from the door — see July 2007 column)

2. Did you make sure not to violate the Five-Second Rule? (That is, was the customer smiled at, greeted and spoken to within five seconds of entering?)

3.Was the greeting sufficient? In other words, were you really willing to wait on the customer, and did he or she feel comfortable?

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4.Was your greeting creative?

5.Did you make positive eye contact with the customer and show positive body language?

6.If the customer said he was “just looking,” did you engage him further by asking questions or showing him something?

7.Did you introduce yourself and get the customer’s name at the beginning of the presentation?

8.Did you take a product out of the showcase and hand it to the customer?

9.If it was a repair or battery customer, did you use a lead-in line like “Let me show you this” rather than letting her stand there?

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10.Did you ask relationship-specific and selling-specific questions? (Relationship-specific questions help you to get to know the customer; selling-specific questions help you find out what he or she wants to purchase.)

11.Did you handle the customer’s objections and close each objection with speed and accuracy?

12.Did you exude professionalism, and did you listen?

13.Did you sell company benefits (reasons to buy from your store specifically)?

14.Did you romance the item shown, selling feelings and emotions as well as perceived value?

15.Did you close all the way through the presentation, so smoothly that he couldn’t tell you were doing it, but all the while you were giving the customer reassurance?

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16.Did you try for an add-on sale?

17.If you didn’t close the sale, did you offer it to someone who could?

18.Did you wow the customer before he or she left the store?

19.Did you walk the customer to the door and say thank-you, goodbye and give him your business card?

20.Did you follow up with a thank-you card, phone call and/or a personal note?

person be you?

Shane Decker has provided sales training for more than 3,000 stores worldwide. Contact him at (317) 535-8676 or at ex-sell-ence.com.

This story is from the November 2007 edition of INSTORE.

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SPONSORED VIDEO

Wilkerson Testimonials | Sollberger’s

Going Out of Business Is an Emotional Journey. Wilkerson Is There to Make It Easier.

Jaki Cowan, the owner of Sollberger’s in Ridgeland, MS, decided the time was right to close up shop. The experience, she says, was like going into the great unknown. There were so many questions about the way to handle the store’s going-out-of-business sale. Luckily for Cowan, Wilkerson made the transition easier and managed everything, from marketing to markdowns.

“They think of everything that you don’t have the time to think of,” she says of the Wilkerson team that was assigned to manage the sale. And it was a total success, with financial goals met by Christmas with another sale month left to go.

Wilkerson even had a plan to manage things while Covid-19 restrictions were still in place. This included limiting the number of shoppers, masking and taking temperatures upon entrance. “We did everything we could to make the staff and public feel as safe as possible.”

Does she recommend Wilkerson to other retailers thinking of retiring, liquidating or selling excess merchandise? Absolutely. “If you are considering going out of business, it’s obviously an emotional journey. But truly rest assured that you’re in good hands with Wilkerson.”

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Shane Decker

Shane Decker: 20 Questions

mm

Published

on

Answer ‘yes’ to every one of these after each sale, says Shane Decker.

{loadposition shanedeckerheader}

20 Questions

During the holiday season, we tend to “clerk” sales and skip over those little things in our presentation that mean the difference between making a single sale (or worse, walking the customer) and making a customer for life. You should be able to check off the actions listed below for every single sale that you make. Otherwise, your presentation is incomplete, and you’re costing yourself business.

1. Was the sales floor covered when the customer came in, with a salesperson standing in the “sweet spot?” (That’s the left side of the store, looking out, about 15 feet from the door — see July 2007 column)

2. Did you make sure not to violate the Five-Second Rule? (That is, was the customer smiled at, greeted and spoken to within five seconds of entering?)

Advertisement

3.Was the greeting sufficient? In other words, were you really willing to wait on the customer, and did he or she feel comfortable?

4.Was your greeting creative?

5.Did you make positive eye contact with the customer and show positive body language?

6.If the customer said he was “just looking,” did you engage him further by asking questions or showing him something?

7.Did you introduce yourself and get the customer’s name at the beginning of the presentation?

8.Did you take a product out of the showcase and hand it to the customer?

Advertisement

9.If it was a repair or battery customer, did you use a lead-in line like “Let me show you this” rather than letting her stand there?

10.Did you ask relationship-specific and selling-specific questions? (Relationship-specific questions help you to get to know the customer; selling-specific questions help you find out what he or she wants to purchase.)

11.Did you handle the customer’s objections and close each objection with speed and accuracy?

12.Did you exude professionalism, and did you listen?

13.Did you sell company benefits (reasons to buy from your store specifically)?

14.Did you romance the item shown, selling feelings and emotions as well as perceived value?

Advertisement

15.Did you close all the way through the presentation, so smoothly that he couldn’t tell you were doing it, but all the while you were giving the customer reassurance?

16.Did you try for an add-on sale?

17.If you didn’t close the sale, did you offer it to someone who could?

18.Did you wow the customer before he or she left the store?

19.Did you walk the customer to the door and say thank-you, goodbye and give him your business card?

20.Did you follow up with a thank-you card, phone call and/or a personal note?

person be you?

Shane Decker has provided sales training for more than 3,000 stores worldwide. Contact him at (317) 535-8676 or at ex-sell-ence.com.

This story is from the November 2007 edition of INSTORE.

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials | Sollberger’s

Going Out of Business Is an Emotional Journey. Wilkerson Is There to Make It Easier.

Jaki Cowan, the owner of Sollberger’s in Ridgeland, MS, decided the time was right to close up shop. The experience, she says, was like going into the great unknown. There were so many questions about the way to handle the store’s going-out-of-business sale. Luckily for Cowan, Wilkerson made the transition easier and managed everything, from marketing to markdowns.

“They think of everything that you don’t have the time to think of,” she says of the Wilkerson team that was assigned to manage the sale. And it was a total success, with financial goals met by Christmas with another sale month left to go.

Wilkerson even had a plan to manage things while Covid-19 restrictions were still in place. This included limiting the number of shoppers, masking and taking temperatures upon entrance. “We did everything we could to make the staff and public feel as safe as possible.”

Does she recommend Wilkerson to other retailers thinking of retiring, liquidating or selling excess merchandise? Absolutely. “If you are considering going out of business, it’s obviously an emotional journey. But truly rest assured that you’re in good hands with Wilkerson.”

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