Telephone Talent and Retail Success
There is no doubt that these days there is less foot traffic
in the Retail world. As a result, it is more important than ever that when
customers embark on their shopping journey they choose to visit your store first
over competitors’ stores. Then it is your job to use your sales skills to close
the deal there and then.
The application of Retail Telephone Training will ensure more
first store visits, more immediate traffic, more sales, higher margins and
ultimately more referrals.
Much is said these days about setting yourself apart from
your competitors. Yes, much is said but not much is actually being done!
Thomas Edison the great inventor said, “The
value of an idea lies in the using of it.”
So go ahead
and be bold enough to put ideas in motion that will differentiate you from the
Start by improving “The Telephone Greeting”
When the phone rings at most businesses, it is answered
without much regard for who is on the other end. Many companies go as far as to
answer the phones electronically! Remember that every incoming call is a
potential customer and therefore extra money in your pocket.
It is very important never to ignore the ringing telephone.
Callers that hear endless rings with no answer, constant busy signals or are
shuffled around a menu of options and instructions automatically think YOU DON’T
CARE about them! Also, it doesn’t matter how many customers you are attending to
on the sales floor, the phone must be answered. Take a moment to apologize to
your current customers and ask their permission to answer the phone. You can
always explain to the customer in your store that if it was them calling you
would want to be there for them as a show of your “Total Customer Service”
Customers will respect your work ethic and be more patient
and understanding of that which you are trying to accomplish. Once the customers
in the store are content, remember that the ones calling are on the fence and
still need to be enticed and convinced to come in.
When the phone rings, it is very important to prepare to
answer that phone just as one would prepare for taking a customer that walked
into their door. Keep the mindset of the calling customer in mind. They are
calling you for help with their needs. They may not know much at all about your
business, but they may be afraid to ask or appear ignorant.
They are calling you based on your advertisement or perhaps
they found your phone number in the phone book or online. The main thing to
remember is that they probably have already made some calls to competitors and
may be considering making some more after their call to you. After all, your
company isn’t the only one of its kind to advertise.
How do you set yourself apart from the rest of the people
they have called?
An enthusiastic attitude on the phone will
set you apart from the rest.
Every phone call should be answered like it is the most
exciting phone call ever received. What would happen if someone called you to
tell you that you just won the largest lottery ever in the history of lotteries?
There would be some excitement for sure!
Answer the phone in this manner every time. Knock the caller
out of their seat. Hear the phone ring once and it is time to go on stage.
Take a deep breath, clear your mind of all other thought and belt it out…“HELLO,
AND THANK YOU FOR CALLING ACME FURNITURE!!!!”
Have fun with it. Develop your own style and voice
inflection. The main thing here is to immediately grab the callers’ attention
by subconsciously saying, “I AM ALIVE! I AM HAPPY! I AM HERE TO ANSWER YOUR
QUESTIONS AND SOLVE YOUR NEEDS! NOTHING ELSE IN THE WORLD MATTERS TO ME RIGHT
NOW, EXCEPT ATTENDING TO YOU!!”
Callers will respond with statements like,
“WOW, you are in a good mood.”
Callers will always respond positively. “You must really like
your job” or “Is this for real?” Work on your telephone greeting to achieve
these types of responses and make sure that if the responses stop coming,
rethink or rework your greeting!
Once you’ve answered the phone and grabbed the callers’
attention it is your job never to let it go. Don’t answer the phone
enthusiastically and then turn to mud. Maintain that same upbeat attitude
during the duration of the phone call to keep your callers’ involved.
Enthusiasm is contagious and customers can hear you smiling
on the phone.
Turning callers into buyers is very simple when you remember
to consistently use an effective greeting and develop your “Telephone Talent.”
If you want to maximize
your retail success, then you must train your front line staff extensively.
Start with DMSRetail's
Selling Skills & Customer Service Fundamentals"
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