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Smooth Sellers: Diana Galterio

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Smooth Sellers: Diana Galterio 

BY EILEEN MCCLELLAND

Smooth Sellers: Diana Galterio

Published in the June 2012 issue

STORE NAME: Thom Duma Fine Jewelers
LOCATION: Warren, OH

Diana Galterio, 49, wrote $1 million in sales in 2011, for the first time in her 25 year-long career. She had been working less than two years at Thom Duma after coming from a chain store. She did it working just 34 hours a week and despite a huge personal loss. Although Galterio is highly self-motivated, she attributes her success to a supportive work environment. “It was the most challenging year of my life. I lost my mom last year, but when she was sick, I needed to come to work, to refocus.”

  • If a customer says they’re just looking, I just talk to them about the weather or something that’s going on, to break the ice. I don’t believe you should ever leave your customer, but I might back off a little.
  • When I greet a customer, I say, ‘Hi, welcome to Thom Duma’s. Have you ever been in our store? If they say no, I welcome them, shake their hand, tell them my name. I see what they’re here for and show them around. If Tom’s here, I always try to introduce them because it’s not that common for an owner to be in a store.
  • When a customer first comes in, I try to spend 10 minutes getting to know them. My specialty is bridal, so I want to build trust. They might be back two or three times. They love it that I remember everything they say. Then I follow up for anniversaries and birthdays.
  • When girls come in together or a mother and daughter come in to look at rings, I never think it’s a waste of time. I spend just as much time with them, and the guy does call me and come in. I’ll write down everything she looks at, and put a star next to what she really liked. And then it’s a done deal and it makes it easy for him.
  • We have a good work environment and an amazing staff. Our sales manager, Jeff, is so calm that nothing seems to rattle him. If I need him, he can tell just by the look on my face.
  • My biggest sale was in October. It was $55,000, an upgrade to a 3-carat diamond. There was no occasion. She wanted a bigger stone.
  • I ask for the sale as many times as I have to without making the customer feel overwhelmed. Because if they are in a jewelry store, they want something. If it’s not going to happen now, I’ll follow up in six months.
  • I have to have my lucky loupe on my keys. I don’t like to use anyone else’s keys.
  • You have to be patient. You have to be a good listener. That’s the key.

 

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SPONSORED VIDEO

Thinking of Liquidating? Wilkerson’s Got You Covered

Bil Holehan, the manager of Julianna’s Fine Jewelry in Corte Madera, Calif., decided to go on to the next chapter of his life when the store’s owner and namesake told him she was set to retire. Before they left, Holehan says they decided to liquidate some of the store’s aging inventory. They chose Wilkerson for the sale. Why? “Friends had done their sales with Wilkerson and they were very satisfied,” says Holehan. He’d enthusiastically recommend Wilkerson to anyone looking to stage a liquidation or going-out-of-business sale. “There were no surprises,” he says. “They were very professional in their assessment of our store, what we could expect from the sale and they were very detailed in their projections. They were pretty much on the money.”

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Smooth Sellers

Smooth Sellers: Diana Galterio

Published

on

Smooth Sellers: Diana Galterio 

BY EILEEN MCCLELLAND

Smooth Sellers: Diana Galterio

Published in the June 2012 issue

STORE NAME: Thom Duma Fine Jewelers
LOCATION: Warren, OH

Diana Galterio, 49, wrote $1 million in sales in 2011, for the first time in her 25 year-long career. She had been working less than two years at Thom Duma after coming from a chain store. She did it working just 34 hours a week and despite a huge personal loss. Although Galterio is highly self-motivated, she attributes her success to a supportive work environment. “It was the most challenging year of my life. I lost my mom last year, but when she was sick, I needed to come to work, to refocus.”

  • If a customer says they’re just looking, I just talk to them about the weather or something that’s going on, to break the ice. I don’t believe you should ever leave your customer, but I might back off a little.
  • When I greet a customer, I say, ‘Hi, welcome to Thom Duma’s. Have you ever been in our store? If they say no, I welcome them, shake their hand, tell them my name. I see what they’re here for and show them around. If Tom’s here, I always try to introduce them because it’s not that common for an owner to be in a store.
  • When a customer first comes in, I try to spend 10 minutes getting to know them. My specialty is bridal, so I want to build trust. They might be back two or three times. They love it that I remember everything they say. Then I follow up for anniversaries and birthdays.
  • When girls come in together or a mother and daughter come in to look at rings, I never think it’s a waste of time. I spend just as much time with them, and the guy does call me and come in. I’ll write down everything she looks at, and put a star next to what she really liked. And then it’s a done deal and it makes it easy for him.
  • We have a good work environment and an amazing staff. Our sales manager, Jeff, is so calm that nothing seems to rattle him. If I need him, he can tell just by the look on my face.
  • My biggest sale was in October. It was $55,000, an upgrade to a 3-carat diamond. There was no occasion. She wanted a bigger stone.
  • I ask for the sale as many times as I have to without making the customer feel overwhelmed. Because if they are in a jewelry store, they want something. If it’s not going to happen now, I’ll follow up in six months.
  • I have to have my lucky loupe on my keys. I don’t like to use anyone else’s keys.
  • You have to be patient. You have to be a good listener. That’s the key.

 

Advertisement

Advertisement

SPONSORED VIDEO

Thinking of Liquidating? Wilkerson’s Got You Covered

Bil Holehan, the manager of Julianna’s Fine Jewelry in Corte Madera, Calif., decided to go on to the next chapter of his life when the store’s owner and namesake told him she was set to retire. Before they left, Holehan says they decided to liquidate some of the store’s aging inventory. They chose Wilkerson for the sale. Why? “Friends had done their sales with Wilkerson and they were very satisfied,” says Holehan. He’d enthusiastically recommend Wilkerson to anyone looking to stage a liquidation or going-out-of-business sale. “There were no surprises,” he says. “They were very professional in their assessment of our store, what we could expect from the sale and they were very detailed in their projections. They were pretty much on the money.”

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Most Popular