About once a week I pick up my laptop and head to the store for work, chat, and business plans. I often enjoy a latte, cappuccino, or green tea while I work and find a local transformation that ignites my creativity and jumps in to start my production. For years, I went to the same restaurant on Yale Avenue for my weekly routine, but last week I stopped at Barnes & Noble.
I went to the counter to buy a latte, and the salesman quickly responded with a “top seller”. He asked, “Can I get you a piece of cheese to go with your Caramel Macchiato?” I did not even think about dessert, but somehow I let go of an unexpected question:
“I can get you a piece of cheese to take with you. Caramel Macchiato? ” enticed me to accept a rich piece of cheesecake. Mrs. Barnes & Noble Café used the “sell-out” method, and I accepted it without hesitation. Not once in the three years of my visit to a regular where anyone has ever tried to sell me.
As I enjoyed each bite of a cheesecake, I wondered, “What would it mean for a Barnes & Noble goal if every salesman at the Café tried to sell those who wanted a drink? What would it mean in the end if only 2% of customers daily sold? ”
What would it mean to your mind if all your employees were selling your customers correctly? In my experience both as a consumer and as a Business Growth Strategist, I have found that many businesses avoid selling because they are concerned that the customer may feel annoyed or oppressed, and often customer service professionals are reluctant to sell because they are not comfortable with the "selling" role.
But here's the thing: If you don't try to suggest that
1) You leave money on the table and
2) You save value-added services to your customers. When done right, high-value offers translate into 5-20% of the time sales. And research shows that many customers enjoy selling more when they are offered additional benefits tailored to their needs. Continue to find 5 tips that can help you with confidence and success in helping your customers.
Think of a promotion as “High Performance” - When done right, marketing simply gives a “suggestion” to a customer who has already accepted to improve his or her service value. This is exactly what I found at Barnes & Noble. I was already a welcoming customer, and the cheesecake greatly enhances the value of my experience.
Considered to be really uplifting rather than uplifting, sales do not feel like overpowering. Make sure your offer is always in line with customer needs. Giving a latte, buyer a book with Fang Shi tips may not work, and it may be a rejection expected to occur. But giving a dessert is really given to improve the feeling of the receiving customer. Be more interested in the ministry than receiving a commission.
Always focus on providing products or services that are tailored to the needs of the customer and that will enhance the customer experience. If your only goal is to get a commission, customers will smell you a mile away. And trust me, they will not buy. Note that enhancing service increases customer satisfaction.
Surveys and research have found that providing products that your customers may find useful is an effort to act on your side that leads to complete satisfaction and honesty. Think of "doing top service" as an effective service step. If you add up servicing to your skill's repertoire, you will increase customer satisfaction and increase your bottom line.
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