American Express

Posts Tagged ‘successful’

When customers tell you what they are looking for or how you may help them, introduce yourself. In big-ticket selling (cars, white goods, furniture, etc) it is then correct for you to get your customers’ names and to use those names in conversation. ‘My name is… I’m sorry, I don’t know your name.’ Always address the customer as Mr or Ms but introduce yourself only by your first name. Ask questions. This is the most important selling skill, and I will be continually reminding you throughout the book. The most successful sales people are the ones who master the skills of finding out by asking questions about exactly what the customer is looking for.

Of course, in many cases customers may be unsure of what they are looking for, but nevertheless the good sales person can help the customer by asking the right questions. For example, for a customer looking for a dishwasher, the sales person could ask the question ‘Are you on a water meter?’, because the customer may not be aware that there are some machines that use less water than others. Consider your own experience of having been frustrated by a sales person who has endeavoured to sell you something that you didn’t want. If only the sales person had had the courtesy to ask and get a very clear understanding of your requirements, the sale would have taken place smoothly and pleasurably.