Retail Training Tips

Posts Tagged ‘retail salesperson’

Today, we will continue our series on retail training and how to overcome objections. Below are 4 more techniques that you can use to make more sales.

Anticipating the Objection

Make your work easier by thinking about the most likely objection your product might get. Address it early on the conversation so that it will not surface later on. This is important so that the customer won’t mention it at a rather inconvenient time. Take the example below:
Customer: I’m looking for a charm bracelet to give as a gift to my mother.
Salesperson: You’ve come to the right store sir. Here are the best ones we’ve got. I know that these might cost a little. But they are made of high quality authentic stones, making it the perfect gift for a special person like your mother. See how the salesperson addressed the issue about the price of the product early on? Not only will the customer be informed that the product may not
come cheap, but it can also be a gauge whether or not the customer can afford it.

If they back up immediately after saying the actual price of the product, you will know it is out of their budget. But if they don’t budge, they may have the money to buy it. This is very applicable with all the other major objections customers
may have about your product.

Sidetracking the Objection
Probably the easiest way to handle an objection is to wave it off. Getting the correct retail sales training will teach you this technique as a priority. This is the best way to go if the objection is major and insurmountable. No matter how good a salesperson you are, if you are trapped with the wrong product, you can only do as much. Therefore, a way out of this kind of objection is to let it go, at least for a while. You have the option to address it later, or you can opt not to at all. Check the example below:

Customer: Your digital camera has the lowest resolution in the market today. I wonder why it is still not putting down its price regardless of other brands releasing newer models already.
Salesperson: That’s a good observation. I’ll give you an answer to that later. However, if you look at the type of camera lens we are using, you will see that the camera is highly durable and would last for years. The only thing that you have to remember about deflecting the customer’s question is not to shrug it off nonchalantly. Remember that customers want to be heard. So it is mandatory that you acknowledge their objection. Show them that you have heard it and did understand what they said. They deserve that in the
least, especially if you don’t really intend to answer their question later on.

Objection Bargaining

Objections will always arise. They are always a part of every sales transaction, no matter how big or small the deal is. One way to make objections work to your favor, instead of the customers’, is to strike a deal with them early on. After their first two objections, try to tell them that you are willing to answer the rest of their doubts about the product by asking them to write all objections in
a piece of paper. Then continue with your sales pitch. Here’ s an example.
Customer: I’d like to buy that car audio system you are selling but I’m concerned about its installation, warranty, and almost everything else about it.
Salesperson: Well, I’d like to propose a deal with you sir. If you will listen to my presentation about the audio system, you can write down or make a mental note of all the possible questions and objections you may have about it as I go along. Then I will be addressing all of them to your satisfaction.
The example here has to be carried out in a mildly assertive manner, and never in a pushy one. The customer is not supposed to feel trapped. They definitely won’t like that. It is also important to make them understand that you will be crossing off their objections only if they are satisfied with the way you handled it. Else, they are free to check out the competitor’s product. You have to
emphasize that point.

The Use of Empathy

You have to realize the insurmountable powers of empathy. Empathy is the mental process of putting one’s self into the shoes of another, and in this case, the shoes of the customers. This technique can go a long way when it comes to retail customer service training. It is a way of showing that you understand and feel the same way as your customer. Read the example below:

Customer: I am really not comfortable with the fit of this blouse. I think it is too smug. I can’t move much.
Salesperson: I know exactly how you feel. I actually tried one on and felt the same way. But I bought it and took it home instead. I wore it for the first time last night and I felt so confident in it. It matched my skirt, and the blouse isn’t too
smug at all. In fact, it showed off my curve perfectly. However, if you think a larger size fits you better, I’ll be willing to help you.
Empathy alone has the power to change minds and emotions. The key here is to be as truthful as you can. Do not lie. The customers can see through you. Remember that they have a critical eye that is always checking you out. Just a single lie and they will never come back. If you are a manager, teach these techinques on a regular basis in your retail training programs.