“Our work is the presentation of our capabilities.” – Edward Gibbons
Sometimes, it just happens. You have one of those experiences either retail, restaurant, medical or business that everything flows quite smoothly. And, from the receiving end, it’s like a gift. From the merchants end, it’s no accident. The interaction represents a well trained professional who is treating that particular customer like every other customer – consistent, courteous and with quality work.
So, in a world where budgets are tight, training is limited and customer requests are as different as jelly bean flavors, how does a sales person perfect his craft and his presentation? There are many ways to shine with your customers:
Know your product – Not only the most popular products but the whole product line. The depth of product is created to satisfy each particular market so to be acquainted with options, makes you the expert in your company.
Know the process – Once a product is selected, share the process of obtaining that product and the payment options for purchasing that product: in-store, on-line, gift wrapped, floor model, payment plan, payment options.
Know the customer – Listen for the story behind the purchase so you can tailor the transaction for the ease of the customer. For example, a customer lives far away from the store and needs to ship the product – can it be shipped to the home? The customer is short on time at the restaurant because they have concert tickets – what entrees can be delivered to the table more quickly than others?
Know your approach – Stay present and connected to the customer – leave staff chit-chat post customer interaction. Let the best parts of you shine in the customer interaction – your humor, your commitment, your focus, your resourcefulness.
Your capabilities shine when the customer perceives not only the product benefits of working with you, but the relationship benefits of working with you for that product. Bravo on a beautiful presentation!
