Your exceptional day


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There are two ways to have an exceptional sales day. For most stores and sales associates, an exceptional day results from a combination of traffic, weather, specials, and luck. We’ll call it TWSL.

For a few stores and sales associates, an exceptional day is the result of being exceptional. While TWSL contributes to their results, the number one reason they have an exceptional day is because they’ve created it themselves.

Here are five actions to create an exceptional day:

1. Be determined. Most people say things like, “Let’s shoot for $5,000 today” or “I’m hoping to do $1,500.” Exceptional people use positive language. “We’re doing at least $5,000 today” or “I’m selling a minimum of $1,500, but aiming for $2,500.”

2. Focus on how. When most people wait around for TWSL, determined teams and individuals are focusing on how they’re going to create their exceptional results. How will they drive in traffic? How will they develop that relationship with their customers? How will they engage customers with products? How will they enhance the sale so that customers love what they buy? How will they succeed?

3. Deliver an exceptional experience. Retailers who don’t elevate their customer experience are destined to become an showroom. You create an exceptional day by making sure that every customer leaves your store feeling like he/she just visited the best store in town, maybe the best store anywhere.

How you do that varies from store to store, but what doesn’t vary is it’s the result of exceeding each individual customer’s expectations. A lot more stores think they do this than really do. Be positive you are.

4. Stop asking for permission to be exceptional. Drop the “Would you” in your interactions with the customer. This is a huge opportunity for many of you.

Stop: “Would you like a bottle of water?”
Start: “Here’s a drink for you to enjoy while you’re shopping.”

Stop: “Would you like to see that?”
Start: “You just have to see how beautiful that is on?

Stop: “Would you like me to get you a basket?”
Start: “Here’s a basket to make your shopping easier.”

5. Maximize every customer opportunity. Here’s how. After a customer leaves your store, quickly rate yourself on a scale of 1-10 on how well you maximized that customer opportunity. Ask yourself:

* How well did I deliver an exceptional experience?

* Did I get the customer’s contact information so I can add her to our community?

* Did I recommend and show the products that he might like to own?

* Did I get the product on her, or in her hands, so she can experience how wonderful it is?

* Who stopped the sale? The customer or me?

* And most important of all, did my customer just leave believing she just experienced the best store in town and maybe anywhere?

I guarantee that if you honestly score yourself a 9 or 10 with every customer you will indeed create your exceptional day whatever the TWSL.

Is it easy? Of course not. If it were, everyone would be doing it.

Is it possible? Absolutely. I saw it last week.

So let me ask, will YOU have an exceptional day today?

Republished with author's permission from original post.

Doug Fleener
As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes. Doug is a retail and customer experience consultant, keynote speaker and a recognized expert worldwide.


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