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Shane Decker: Turnover Time

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Know when to let someone else close a sale.

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I wish I could tell you that I’d met a sales associate or owner who could wait on and close every customer he approached. Unfortunately, it just can’t be done. There are too many different personalities, styles and differences of opinion for you to be a perfect match with every client. 

HERE ARE SOME OF THE SIGNS THAT IT’S TIME TO TURN OVER A SALE:

1. The client is looking at another salesperson. Maybe the customer knows the other salesperson but didn’t ask for her when he came in, or this salesperson has waited on him before.

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2. The client becomes silent. This could be a sign of being bored or even intimidated.

3. The client’s eyes glaze over. This often happens when the salesperson is overly technical. This can also result in the client thinking that the salesperson hasn’t been listening to him. 

4. The client folds his arms, sighs, or pushes back. Chances are this sale is DRT (dead right there); it should have been T.O.’ed earlier.

5. The client repeats a question or the same objection. If you already answered it thoroughly the first time, he’s telling you he wants reassurance from someone else, or he wants to hear what the manager or owner has to say about it.

6. The customer becomes distracted.

7. The client seems impatient. He thinks you’re taking too much time. Impatient clients want to be closed quickly. 

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8. The client looks away, even outside.

9. You’re waiting on a couple, and the man gets upset and walks away to look around the store. This presentation should actually become a team-sell, not a T.O.

10. The client is throwing out too many price objections (not just one). He doesn’t believe you believe in the price, so bring in someone who does.

There are many more clues it’s time to T.O., but these will get you started. Happy selling!


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 2011 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: Turnover Time

mm

Published

on

Know when to let someone else close a sale.

{loadposition shanedeckerheader}

I wish I could tell you that I’d met a sales associate or owner who could wait on and close every customer he approached. Unfortunately, it just can’t be done. There are too many different personalities, styles and differences of opinion for you to be a perfect match with every client. 

HERE ARE SOME OF THE SIGNS THAT IT’S TIME TO TURN OVER A SALE:

Advertisement

1. The client is looking at another salesperson. Maybe the customer knows the other salesperson but didn’t ask for her when he came in, or this salesperson has waited on him before.

2. The client becomes silent. This could be a sign of being bored or even intimidated.

3. The client’s eyes glaze over. This often happens when the salesperson is overly technical. This can also result in the client thinking that the salesperson hasn’t been listening to him. 

4. The client folds his arms, sighs, or pushes back. Chances are this sale is DRT (dead right there); it should have been T.O.’ed earlier.

5. The client repeats a question or the same objection. If you already answered it thoroughly the first time, he’s telling you he wants reassurance from someone else, or he wants to hear what the manager or owner has to say about it.

6. The customer becomes distracted.

Advertisement

7. The client seems impatient. He thinks you’re taking too much time. Impatient clients want to be closed quickly. 

8. The client looks away, even outside.

9. You’re waiting on a couple, and the man gets upset and walks away to look around the store. This presentation should actually become a team-sell, not a T.O.

10. The client is throwing out too many price objections (not just one). He doesn’t believe you believe in the price, so bring in someone who does.

There are many more clues it’s time to T.O., but these will get you started. Happy selling!


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.

Advertisement

This story is from the November 2011 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.”

Promoted Headlines

Most Popular