Retail Training Tips

Retail training is an important aspect to a healthy operation. You cannot just allow your employees to get paid hourly and not produce results. Here are a few more ways they can overcome some objections:

Reframing the Objection

Reframing the objection is very similar to saying “no” to the customer in an entirely different way. You can do it by showing that there’s a misunderstanding between both your views. Use empathy. Blame the misunderstanding on yourself. Try turning the subject around as you reframe the objection. Read the following example:

Customer: You don’t seem to understand. I do not like this one. What I wanted is a longer coat. This one looks a little short on me.
Salesperson: Oh yes, sorry about that. But I just can’t help suggesting this one to you. It definitely looks good on your body frame.
Use the same terms or jargons the customers used on you to show that you understand what they need. But specifically, show them your viewpoint so that it will be difficult for them to deny that you are also right.

The Conditional Closing Technique

The idea behind this technique is simple. Don’t give your customers a second to think about possible objections. Instead of saying “Would you like to step in and check our products?” You say, “If you would step inside our booth and see our products, you are sure to find exactly what you are looking for. The following is another good example. retail sales training can teach you how to direct all of your conversations.

Customer: I want the portable-type DVD player. I think you don’t have any stock available.
Salesperson: If I call up the head office for a delivery right now, the portable DVD player should be here in less than hour. Will you wait for it?
See here that the conversation goes assertive but it doesn’t impose upon the customer. Try to build an agreement with your customer. Use the agreement that behind the surface says, “If I can solve the setback, you should buy the
product.”

An even more powerful method is to structure your question in such a way that they will think they have options, yet both of these options are directed towards a sale. Ask questions like, “Would you like to pay in cash or credit card?” or “Would you like to take it home with you or have it delivered by us?” In these cases, any reply would result in a sale.

Repulsing the Objection

This is the assertive type of objection. This technique involves telling the customer subtly that they are wrong. But even though this objection is rather assertive, it is does not necessarily mean aggressive. Tell the customer that they are wrong, but do not rub it to them directly. See how the example below goes:
Customer: I believe that XYZ Company has the pioneering technology for photo printers. I suppose I should go for them to get the best buy.

Salesperson: That’s not true, sir. Even though the XYZ Company is the one who is regarded to be pioneer, it does not mean that they have the best technology in the market. Our engineering team had come up with this innovative photo printer with features that is first in its right today. I’m sure you won’t see anything like it and all its capabilities in any of our competitor’s product line.

Did you see how assertively yet feebly the salesperson handled the objection of the customer? That’s exactly how to do it. Politely tell that the customer that they are wrong and prove it to them. Prove it by making your products shine out. Besides, showing the customer that they are wrong will reveal how much you know about your own product and would expose your customer in their deception (should they use one as an objection to create a way out).

The Curious Salesperson Technique

Some customers can say point-blank to you that they do not want to buy what you are selling. Try to act curious and ask them why. They might stumble upon some reasons that they might have thought about at that minute. Take each reason as an objection you can readily handle. Even if the customer did not buy, you have made contact and probably, a good acquaintance. You’ll never know when the same customer will soon decide to buy and would come looking for you. Moreover, they can spread news about your
product through word-of-mouth, which happens to be one of the best promotional methods.

Here’s an example of the curious salesman technique:
Customer: I really don’t think I need these drapes just yet.
Salesperson: A lot of people had bought from us this week since it’s the holidays. I wonder why you are deciding otherwise? Was there any other reason? I’m quite sure that if you tell it to me we can try to work something out. If you let out the child in you through inquisitiveness at the right time, you will surely either make a sale or gain a future customer. Whichever the case, you
are bound to gain something from it. This is the positive benefits to regular retail training.

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