1. Retail Selling Being [email protected] |
LinkedIn | www.amcoaching.com
2. About Anthony Magro Business Coach and Keynote
SpeakerAnthony is an experienced Business Coach andSpeaker with a
track record in developing anddelivering professional development
and salesoptimization programs.He is an inspiring, dynamic and
humorous coach whois committed to helping his clients achieve what
isimportant to them. Whether he is coaching one on oneor in a
workshop, he is able to actively engagesparticipants in the
learning process by encouraginglearners to reflect on their current
skills, knowledgeand attitudes while supporting and challenging
them todevelop new ways of thinking and working. Fun Facts Eldest
of 7 brothers Studied Theatre at University Worked with 2 of the
Big 4 Australian financial institutes Appointed 18th Player by the
Canterbury Bulldogs Grew up in rural New South Wales
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3. Customer Service Vs. SalesIn traditional retail environments
it is quite common for the role to be perceived ascustomer service
work where you attend to the needs of customers that approachyour
stand.The major difference between retail service and retail sales
is that sales mainobjective is to proactively seek contacts in
order to present the benefits of ourproduct.Proactively seeking new
customers means positioning yourself in prime locations toincrease
the opportunity to engage with more transitional traffic and
subsequentlyinitiate more conversations with potential
customers.Seizing all engagement opportunities is key to increasing
sales, as an example: 77% of all contacts result in a presentation;
and 80% of all presentations result in a sale. Therefore the more
conversations initiated, the greater the chance of achieving asale
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4. Attitude CheckFirstly, it is important that we perform a
quick attitude check before we seeeach customer. If you approach
some customers without being fully switchedon, you can easily end
up with nothing.If you get into the habit of asking yourself the
following question, you will besure to never miss an opportunity
due to negativity or simply being onautopilot. Am I in a useful
state of mind? YES NO [email protected] | LinkedIn |
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5. Internal RepresentationsOften our attitude towards something
can be formed from the stories we tellourselves and pictures we
create in our minds; also known as our internalrepresentations.When
working in retail has stopped being fun and hasstarted to become a
job, it is easy to tell yourself that: This is boring! What time
will this end I dont want to be here right nowAs effective
salespeople we need to learn how to make our
representationspositive and useful. [email protected] |
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6. Internal Representations Negative Positive Im so glad the
centre has finally slowed down, The shopping centre is empty and
this gives me an opportunity to call my leads, were getting no
contacts. clean the site and start building relationships with the
other retailers in the centre. Now that the product has changed
this will attract Damn! The product has changed a new fresh set of
customers that were again. previously not attracted to our service.
The great thing about retail is that people canThe Internet has a
better offer at the actually see, hear, smell and/or touch my
product, moment as opposed to the Internet, where you have to take
their word for it and the customer cannot The good news is that the
other staff have Im in the worst location. worked this location to
its full capacity, so here is my chance to shine!Today is dragging
on for ages! Thank Time is money. I only have a few hours to
goodness its home time soon! go and make as many sales as I can to
get my productivity bonus! Whats your example?
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7. Change Your PhysiologyAnother way to change your state of
mind is by changing the way your bodyfeels. It is proven that your
mind and your body have an inseparable link so itsimportant to
notice how you can remain in a peak state of mind.You can influence
the way you feel in the moment by; Taking a short walk Plugging in
headphones and listen to some music (step aside from the kiosk)
Have something to eat (step aside from the kiosk) Have something to
drink Wash your hands and/or face Converse with someone about a
non-work related topic Play a light game on your phone/tablet (step
aside from the kiosk) What else can you think of?
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8. Observations Eyes UpNow that our mind is in a useful state,
we need to be streetwise and makesome observations before
approaching potential customers.We should observe our surroundings
and gather any information that will helpus build rapport with the
customer.Things to lookout for are; Traffic flow of shoppers The
customer; What state are they in: happy, angry, in a rush, window
shopping etc? How are they dressed: formal, laid back etc?
Occupation Interests (shopping) [email protected] | LinkedIn |
www.amcoaching.com | 8
9. Observations Eyes UpAt anytime you maybe contacted or
required to complete a task usingtechnology i.e. Computer, Phone or
Mobiles.It is a minimum expectation that you be eyes up and fully
aware of yoursurroundings, engaging with customers through both eye
contact or verbalacknowledgement.This means; Limiting the time
spent on technologies, especially during high contact times
Completing non-sales related tasks outside of peak periods Not
using technologies as a way to kill boredom i.e. Facebook,
YouTubeThe most successful sales people use technology as a support
tool to achievetheir desired outcome. [email protected] |
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10. Where Am I? THE GOLDEN RULE: The most important thing is to
be out from behind the counter, approaching people as they walk
past. We need to make sure we are doing everything we can to
capture the traffic as it passes our stand. How would you use your
environment to your [email protected] | LinkedIn |
www.amcoaching.com | 10
11. Stopping TrafficNot every customer will walk up to your
site and sign up with minimal effort.Most of the time we need to be
proactive in generating our contacts.To maximise our opportunities
we can encourage conversations by; Eye contact with prospective
customers Greeting customers Maintaining open body language
Appropriate hands positioning Positioning yourself in high traffic
locations Not sitting on the seat [email protected] | LinkedIn
| www.amcoaching.com | 11
12. Stopping TrafficThe most important aspect of attracting
customers is our body language andfacial expressions.It is
considered a minimum requirement of your role to make eye contact
andacknowledge everybody who approaches your site.Think about how
you feel when you walk into a store and the salesperson hastheir
head down over a computer screen or is talking to another
staffmemberit makes it feel harder to approach them, doesnt it?So
dont put your potential customers in that position. By maintaining
positivebody language, making eye contact, smiling and looking
interested, you willspeak to more people and therefore make more
sales. [email protected] | LinkedIn | www.amcoaching.com |
12
13. Being ProactiveOther strategies to make the most of the
traffic are; Making eye contact with people as they approach
Handing out brochures, balloons etc Use visual merchandise
Giveaways Live demonstrations Product samplesIMPORTANT: We need to
make sure that we do not look like those pushysalespeople that
customers rush passed and avoid eye contact with. We needto use
tact and maintain a professional manner. [email protected] |
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14. Now Lets Set Some Sales Goals [email protected] |
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15. Thank YouFind out what Anthony Magro can do for you and
connect through; au.linkedin.com/in/anthonymagro @AnthonyMagro
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