Thursday, November 06, 2008

Complete the Sale

Many retailers leave money on the table because they don't complete the sale. Their customer makes the initial purchase of a particular product but the sales associate does not ask them if they want additional items that are related to the initial purchase. Here are just a few examples:

Eyewear: protective cases, cleaner

Electronics: batteries, power bars, extended warranties, high quality connecting cables, cleaning products, bags, etc.

Pets: food, treats, cleaning supplies, deodorizers, shampoo, etc.

Furniture: lamps, pictures or paintings, coffee and end tables, throw cushions, extended warranties, fabric protection

Footwear: cleaners, polish, shoes trees, arch supports, insoles, conditioner, extra laces

Appliances: cleaners, polish, extended warranties, baking sheets/pans, etc.

Patio Furniture: accents, umbrellas, plants, wall hangings, candle, bug repellent, etc.

The list could go on but hopefully you get the idea.

The biggest challenge is that front-line sales associates feel they are going to be perceived as being pushy if they suggest additional items. However, let's look at it from a customer's perspective.

When I bought my first computer many years ago the sales associate did not suggest a power bar or extension cord. When I setp up the computer I discovered I needed these because I did not have enough receptacles close to where the computer was located. Do your customer and yourself a favour: suggest additional items and complete the sale.


Tuesday, October 28, 2008

Sell on Value, Not Price

I came across this article in a colleague's newsletter. Ron LaVine runs a company called Accelerated Sales Training and specializes in B2B cold calling. You may be wondering what that has to do with retail. One of his clients, Mark Norato of Infomentis sent Ron this story about a retail experience.

I recently visited a local hardware store to purchase several gallons of paint for a remodeling project my wife and I had undertaken. After I found the color I wanted, a clerk walked up and asked, "Can I help you?"

I answered “I’ve found the color that I want, but honestly, your prices are higher than the Wonder-Mart super store down the street.”

The clerk immediately replied, “Sir, you’ve selected our premium brand paint. It comes with a five-year warranty against fading and peeling and will cover in one coat. Because of the way it s blended, scratches and other surface marks will wash off easily. I’m very familiar with the Wonder-Mart brand, it s a good, lower-end paint but it has no warranty, and you will probably need at least two coats depending on the color you re painting over, so it s not really the bargain it appears to be.”

I nearly fell on the floor! This 20-something year old clerk working at a hardware store in Conyers, Georgia understands what most sales professionals don’’s not the price, it’s the value!

The clerk could have chosen to defend his price, which would have been a losing battle since his product was already higher priced, and I was convinced based on my limited knowledge that paint was paint. He could have offered me a discount, which would have only reinforced my opinion that his product was no different than the Wonder-Mart brand in addition to depleting his margins. Or he could have bent himself into a pretzel like so many sales professionals do by using some sort of manipulative sales tactic to overcome my price objection. Instead, he simply chose to sell the value of his product in a straight-forward manner that helped educate me on the fact that paint was not paint.

This exact same scenario takes place every day in B2B sales, only in most instances the sales professional almost always falls back to selling price. Consider this fact & regardless of the product or industry segment you re selling into, when customers are presented with price versus value decisions, 73% of the time the purchasing decision will be based on factors other than price.

This is not to suggest that price is unimportant obviously is however, it's typically not the primary driver in the purchasing decision, although most sales professionals seem to believe otherwise. This principal should not seem all that extraordinary. If price was the only thing that mattered, we would all be driving Yugo automobiles and purchasing our clothes at Wal-Mart. The fact that Toyota commands a premium for its automobiles and department stores such as Nordstrom’s thrives on selling premium-branded products proves otherwise. The key point here is that unless you explain what value your product or service brings to the table, the client is left to think that price is all that matters, in which case the cheapest will always win.

I have always been a believer that there is more involved in a buying decision other than price. But...this concept is difficult for many retailers to grasp. The key is to find your differentiating factors and make sure that your customers are aware of them. AND, make sure your staff know how to tell your customers about these differentiating factors.

Read my article, The Myth About Price.


Monday, October 06, 2008

That Was Easy!

Back to school shopping is challenging for most people. However, I recently encountered one retailer who made this annual event easier for their customers. A local Staples store created a one-page list of the necessities for each grade level. Plus, they also drew up a one-page plan-o-gram of the store and highlighted the specific areas where the items were stocked. This information was strategically placed just inside the front entrance of the store which increased their visibility and prominence.

I thought this strategy was brilliant for a number of reasons:

It was customer focused. The lists explained the necessary supplies a student requires in each grade. Plus, the store map sped up the shopping process which is something every time-crunched parent appreciates.

It was very inexpensive to execute. Each list was neatly typed and printed on colour paper.

It was properly located. It was difficult to miss this display because it was situated directly inside the front entrance which means that most people shopping for school supplies would have the opportunity to take advantage of it.

Staples slogan is “That was easy” and they certainly delivered on this.

What can you do to make the shopping experience easier for your customers?

Thursday, July 31, 2008

Complete the Sale

It always surprises me when retailers don't complete the sale. Here is an example;

I recently bought a wireless speaker that would allow me to listen to my stereo or iPod while sitting on my back deck. However, when I went to connect it, I discovered that I needed a transmitter for my receiver. That meant I had to go through the hassle of locating that item, driving to the store, and waiting in line to pay for it.

If the salesperson had been on top of his game, he would have known that I needed that extra piece and would have sold it to me. Instead, I ended up buying it from a different store and was frustrated in the process.

Examples like this are abundant. It doesn't matter whether it's a lack or product knowledge, poor sales skills, or the plain old fear of suggesting additional items, this costs you money both in lost sales and lost customers.

Get more information on this subject.

Here is another article that will help you.