Overview of the Sales Position at Lamps Plus A-Z
Why does my job exist? |
||
|---|---|---|
| A. | To convert shoppers into buyer | |
| B. | To create a positive, memorable shopping experience which brings customers back | |
Customer Service |
||
| A. | Understand the impact of good customer service vs. the long reaching negative impact of poor customer service on the future growth of the business. | |
| B. | You are the key holder of Lamps Plus’ customer goodwill. Take this awesome responsibility very seriously |
|
| C. | Be the expert your customer expects you to be in the areas of product knowledge, professional sales skills, and genuine friendly care and concern. | |
| D. | Acknowledge all customers as they enter the store. | |
| E. | Phone etiquette | |
| 1. Answer the phone within three rings | ||
| 2. Greeting example, “Thank you for calling Lamps Plus in Orange. This is Gene, who do I have the pleasure of speaking with today?” |
||
| 3. Never leave customers on hold indefinitely | ||
The Sale Process (8 Steps to a Sale) |
||
| Preparation/Pre-Check | ||
| A.. | The importance of presentation | |
| 1. Dress Code – It is imperative to dress appropriately in business attire, while on the floor. | ||
| 2. Name tag – A name tag must be worn at all times while on the floor. | ||
| 3. Positive attitude – A positive attitude is a must, even if you have to pretend. | ||
| B. | Product Knowledge | |
| 1. Always ongoing | ||
| 2. Stay focused and gather product information | ||
| 3. Use of the Intranet | ||
| C. | Know the competition | |
| D. | Walking the Store | |
| E. | The 5 Non Negotiable Standards | |
| 1. Greet and acknowledge every customer | ||
| 2. Inform customer about In-Home and Installation Services | ||
| 3. Ask for the sale and try to close every sale | ||
| 4. Suggest the appropriate light bulbs with every sale | ||
| 5. Thank every customer for coming in, and invite them back | ||
| F. | Opening the Sale | |
| 1. Breaking customer resistance | ||
| 2. Greet every customer immediately as they enter the store | ||
| 3. Never say, “Can I help you?” Try “Hello, what brought you into our store today?” | ||
| 4. “Schmoozing” (non-business related small talk) | ||
| 5. Mark yourself accessible to the customer; do not congregate on the selling floor. | ||
| G. | Probing | |
| 1. The step of probing is the most ignored by sales associates, but is the most critical in the process of selling – don’t be an order taker. | ||
| 2. What your customer needs, wants, or desires is important, but why they have those needs, wants, and desires, is the key to “closing the sale”. | ||
| 3. Effective probing establishes trust and value | ||
| 4. Resist the urge to show product until you have asked a minimum of three questions. | ||
| H. | Demonstration | |
| 1. This step is your opportunity to get your customer involved with the product. | ||
| 2. Encourage your customer to touch and feel the product. | ||
| 3. Remember customers buy benefits not features. Always demonstrate the benefits, which meet the need uncovered through probing. | ||
| I. | The Trial Close/Adding On | |
| 1. “Take the temperature” of the sale by trial closing. | ||
| 2. Always add-on at this step by suggesting other product to go with the main item. Bulbs and other counter items are not considered add-ons at this point. |
||
| J. | Handling Objections | |
| 1. Your ability to “smoke out” and overcome objections will ultimately define your sales potential. | ||
| 2. The most common objections: | ||
a. The customer feels the price is too high or more than they wanted to spend |
||
| 3. The Sales Associate must have confidence that Lamps Plus is the low price leader, and then effectively convey that confidence to the customer before any price negotiation is brought to the store management. | ||
| K. | Closing the Sale | |
| 1. Simply ask for the sale after you have earned the right. | ||
| 2. The closing is the natural progression of a professional sales presentation. If you are uncomfortable or unsure, it is quite possible your presentation was lacking. | ||
| 3. Again, “ASK FOR THE SALE!” | ||
| L. | Confirmations and Invitations/Cementing the Sale | |
| 1. Enlighten your customer of the many services available to them such as In-home and Installation. | ||
| 2. Reassure your customer of their good choice and the great value of their choice to reduce buyer’s remorse. | ||
| 3. Receipt holder | ||
| 4. Thank your customer for purchasing today. | ||
| 5. Encourage future business and referrals. | ||
| Register Training | ||
| (Follow training exercises as provided by the trainer) approximately 2 hours | ||