Dave Richardson

This Simple Trick Can Defuse Angry Clients Or Employees

Resist raising your voice.

Published

2 years ago

January 19, 2018

INSTORE Staff Instore February 2018 Issue

TIP: Don’t Fight Fire With Fire

WHY IT IS TRUE: An irate customer or even an employee can quickly disrupt the professional activities in your store.

PLAN OF ACTION: Resist raising your voice. Move the upset individual from the showroom into your office. Close the door, ask them to please sit in a chair, and pull up a chair yourself. Rather than trying to compete with them with an argument, start by asking serious open-ended questions. This will begin to get the individual sharing their anger. By leaning forward in your chair, you will convey your concern and sincerity. Maintain eye contact at all times. Rather than giving an ultimatum, provide them an opportunity to resolve the problem themselves. When the flame is extinguished, shake their hand and move on.

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INSTORE Staff

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at editor@instoremag.com.

Wilkerson Testimonials

A Packed Store Like the Day Before Christmas? Wilkerson Makes It Happen

Deb Schulman says once she and her husband, Ron, decided to retire, she could feel “the stress start to leave.” The owners of B. Alsohns Jewelers in Palm Desert, California, the Schulmans had heard about Wilkerson over the years and contacted them when the time was right. Wilkerson provided the personalized service, experience and manpower it took to organize their GOB sale. “We are so impressed with the way Wilkerson performed for us,” says Ron Schulman, “I’d send high accolades to anyone who was interested.”

Dave Richardson

Afraid to Discipline an Employee? Don’t Be

Your other employees will be encouraged when it’s deserved.

Published

3 weeks ago

December 29, 2019

Dave Richardson

Sales Truth: Taking action against one employee does not lower the morale in others.

WHY IT IS TRUE:Your sales manual clearly defines the standards of performance required in your store.

PLAN OF ACTION:From the day people are hired, they should understand what your standards of performance are in your store. They are very simple; you have performed by them for your entire career. Those whose performance falls well below those expectations should be called for a one-on-one, closed door meeting with you. The other employees in your store will be encouraged to by your actions, and will continue to perform at levels within your expectations.

Dave Richardson

Why Getting a Client to Talk About Themselves Can Help You Close the Sale

It proves you care.

Published

2 months ago

November 26, 2019

INSTORE Staff

WHY IT IS TRUE: The more you get them to talk about themselves, the higher your closing ratio will be.

PLAN OF ACTION: Ask them questions about how they met, what some of their plans for the future are, etc. Just the fact that you are interested in them, and how they met, will go a long way to helping you close the sale.