1 Flashcards
Talk day spend floor ask doing need
Talk to customers every day. Spend time on the sales floor. Ask your customers how you’re doing in terms of meeting their needs.
Talk month.
Talk to your twenty-five largest customers every month.
Contact learn find stop doing correct problem
Contact former customers as soon as you learn they are former customers. Find out why they stopped doing business with you. Correct the problems when you find out what they are.
Develop/profile
Develop your own customer profile.
Count day peoplewalking
Number strategies working
Count potential customers every day. If people are walking into your business in increasing numbers, your promotion strategies are probably working.
Compute average traffic divided number make purchases.
Compute your Customer Batting Average (total walk-in traffic divided by the number who make purchases).
set improve average
Set goals to improve your customer batting average
Compute volume sale
Compute the dollar volume of your average sale (total sales divided by the number of purchases).
train staff art selling goals increase sale
- Train your staff in the art of suggestive, or add-on, selling and set goals to increase the average sale.
learn names business personal learn name day, gain new
names year
- Learn your customers’ names. Remember, all business is personal. Learn just one customer’s name each day, and you’ll gain more than 300 new names every year!
call name, greet enter business, make eye
inspire employees provide example.attitude motivator team
- Call your customers by their names.
- Greet customers as soon as they enter your business. Make eye contact and smile.
- Inspire your employees to provide great customer service by being their example. Your customer attitude is a powerful motivator for your team.
Build techniques. spend ads blow rings
conduct survey areas improve
find competitors open
- Build your business with courteous, professional telephone techniques. Don’t spend $1,000 on Yellow Page ads and then blow it when the phone rings.
- Conduct a customer survey to find areas to improve.
- Find out when your competitors are open for business
find shop change hours provide hours shopping keep promises. say open make attends program year calculate value customer post see keep focused customer thank customers business need
- Find out when your customers want to shop. (Ask them.)
- Change your open-for-business hours to provide plenty of hours for your customers’ convenient shopping.
- Keep your promises. If you say you’ll open at 9:00 a.m., open at 9:00 a.m., not at 9:03, 9:06, or 9:17.
- Make certain every employee attends at least one customer- service training program every year.
- Calculate the dollar value of every potential customer and post it for all employees to see. Keep them focused on the importance of the customer.
- Thank all customers for their business. You need them; they don’t need you.
sell ticket more follow sale. following shows care, want satisfied appreciate business
sell items, follow up repeat customers, let know value
take opportunity subtly point benefits business you
solicit suggestions
give recognition ideas mention newsletter say thanks
set kitty employee take care customer set awards
give praise reward employee generates service customers inform it
considering products ask customer think them flattered tell others have items
have walk-in look around, ask opinion product. make sale
feel involved see sell
customers businesses offer advertising newsletter. it great
thank folks do business you
put phone number card customers impressed accessible.
- If you sell big-ticket items $100 or more—follow up after every sale. Following up shows that you care, that you want them to be fully satisfied, and that you appreciate their business.
- If you sell small-ticket items, follow up with repeat customers. Let them know you value their business.
- Take every opportunity to subtly point out to your customers the benefits of doing business with you.
- Solicit customer suggestions.
- Give customers public recognition for useful ideas. A plaque, special mention in your newsletter, or a picture in your print ads is a nice way to say thanks.
- Set aside a bonus kitty for employees who are taking good care of customers. For example, set aside $100 per month for $10 above-and-beyond awards.
- Give verbal praise and financial reward to any employee who generates such outstanding service that your customers inform you about it.
- Considering new products? Ask your ten best customers what they think about them. They will be flattered and may tell others that you have the items (if you decide to carry them).
- When you have a walk-in customer who just wants to look around, ask for their opinion on a new product. You may not make a direct sale, but the customer will feel involved and will see some of what you have to sell.
- If any of your customers are businesses, offer them free advertising space in your newsletter. It’s a great way to thank folks who do business with you.
- Put your home phone number on your business card. Some customers may be impressed because you’re accessible.
Take do job time. time do right,where find do
remember negotiable.
reduce overhead cost sales
look expenses reduce analyze categories reduction category worth percent small one
strive reduce costs sold buying easier selling.
check expense income statement against businesses size industry.
set goals bring expenses position industry average.
not ignore categories, dollar saved earned.costs eliminate
drop dollar line
install bulbs fixtures
timer thermostats
change furnace filters
insulate savings. energy savings pay itself months
put timers lights
ask suppliers money saving tips
not buy service company make pitch business
get details.
- Take time to do every job right the first time. (If there isn’t time to do it right, where will you find the time to do it over?)
- Remember that everything is negotiable.
- Reduce overhead costs as a percentage of sales.
- When you look at expenses to reduce, analyze your largest expense categories first. A small reduction percentage-wise in a large category may be worth more than a 20 or 30 percent reduction in a small one.
- Strive to reduce your costs of goods sold. Better buying means easier selling.
- Check every expense category on your income statement against businesses of similar size in your industry.
- Set goals to bring your expenses to a position of “better than your industry average.”
- Don’t ignore small expense categories. A dollar saved is a dollar earned. Costs that you eliminate drop dollar for dollar to your bottom line.
- Install energy-saving light bulbs and fixtures.
- Put timers on your thermostats.
- Change furnace and air conditioner filters regularly.
- Insulate for heating and cooling savings. Energy savings can pay for itself in months.
- Put timers on your lights.
- Ask your utility suppliers for other money-saving tips.
- Don’t buy long-distance service from the first company to make a pitch for your business. Get all the details.
