Retail Training
- 2. What does a sale entail? There are so many steps to processing a customer through the store. No two customers are the same, different needs & wants always keep us on our toes. Your job is to deliver each customer in our store with an enjoyable & informative visit. Rock N Road as a company prides its self on customer service! Greeting Conversation Relationship Product Knowledge Equal Understanding Procedure Close Follow Up
- 3. Greeting Say Hi the moment a customer walks in the door. Find them again & ask are you finding everything ok? Looking at the customer & giving them the look of (Why now!) or the cold shoulder. Saying Hi & then looking back down at what you were doing. Good Bad
- 4. Conversation Danni: : Hey, how you doing? Customer: Im just looking! (Waits till they walk to the helmet section) Danni: Looking for a new helmet? I bet youre a medium. Customer: Yeah, the pads are missing in my old one. What is the difference? They all look the same but the prices are all different Danni: Let me ask you a question first, How long have you had your helmet? Customer: Oh, about 10 years. Danni: Yep time for a new one! Here let me fit you to the proper size & then we will pick the best one for you. What was accomplished in the conversation?
- 5. Relationship You need to sort out the puzzle pieces that are going to help you make the sale! Wants Concerns Goals Strengths Price Range Needs
- 6. Product Knowledge What do you have? How much does the customer need to know? Ask yourself, is this person going to have the strength & knowledge to have this product make their riding more enjoyable? You are most peoples mentor! How much time do you have? Are you the most informed person right now to explain that? What else can I tell this customer to make it easier for them?
- 7. Equal Understanding Customers hate a know it all! There is nothing worse than walking into a retail store & walking out feeling like you are old or an idiot. Try to always match a customers wants. Just because you would rather be selling single speeds all day does not mean that when the guy who wants to buy his son the 7spd Hotrock, should get less information than the single speed guy. Do not over sell just because you can. No one is satisfied with buying the top of the line product if when they get home they find out its to complicated & has a bunch of features they dont even need.
- 8. Procedure Ringing up at the register Taking money Warranties Policies Owners Manual Paperwork Promises Act with confidence, you know what your doing. Information, give them guides & make it look like its your job to do it. Do not drop the ball
- 9. Close Do not ignore people Pick up the phone Help other people Walk away Hand off the sale to another sales person Always acknowledge people Ask if they dont mind Explain what you are doing & why Ask if they need anything else What not to do What to do
- 10. Follow up There is no better customer service moment, than when someone comes in & you remember selling them a bike 6 months ago. Walking up to them & saying, How many miles do you have on that bike Thank you cards Keeping promises Email Phone call Referrals
Editor's Notes
- These 8 bullets are the most important steps that encompass every sale. All of these points happen with each person that walks through the door & you are either completing them with amazing grace, ok or not good enough. The purpose of this train is to inform & encourage you as staff to always be on your toes & represent RNR with a big smile
- Change up your greeting, especially when there is more than one customer in the store. Try not to ask Yes or No questions. In gauge people into conversation. Its not your role to play hard to get.
- The customer didnt want help at first I didnt just answer his questions directly. I sorted out that his helmet was very old & there was no option to just replace pads. I made the customer more comfortable by telling him I was going to take care & help rather than just sell him something.
- What does this mean? Wants would be what they came in for that day, it could be just to look around or see what new product we have. Maybe they want a new bike or just some Gu Concerns would be price range, time, body build or even you. Are you the person they want helping them right now? Do you know enough about their want to help them. Goals can be anything from a fitness goal, saving money or how it looks on them Strengths would be their product knowledge or their physical appearance. Price range is an unfortunate evil that we have to ask for. You dont want to make someone feel like we are running a bike shop on rodeo drive or that we are worse than Wal-Mart Needs can be assessed after you have cleared up all of the prior points. Customer want a road bike, concerned about his back, want to save money by commuting, has ridden a road bike 10 years ago but lacking lower back strength, price range 1000k. He needs a sirrus, helmet & shoes