Retail Sales Training Tip-To Improve Your Sales Results-Stop Talking-Start Listening

ACTIVE LISTENING

Good retail salespeople are good, active listeners. By listening, they really understand what customers want, and they are quick to develop a relationship of trust. Active listening implies that all your attention is focussed on the person talking to you and that you are really taking in what the person is saying.

HOW TO LISTEN WELL

Here are a few strategies for establishing better communication with customers through active listening.

Let your customer speak

When people choose to work in sales, it is usually because they like to be around other people. Often, they like to talk a lot, too. Listening, however, is not always one of their outstanding qualities. The most basic rule for listening well is to make sure that only one person is talking at a time. We cant talk and listen at the same time, so listen - and let the customer do the talking.

Show your customer that you understand

When a customer is speaking, listen carefully and maintain eye contact. Use body language, such as nodding your head, to show the customer that you understand.

Repeat in your own words what the customer has said, for example: So youve been feeling tired for about three months, and you havent been sleeping well. Is that right?

Avoid distractions

No matter what else is going on in the store and how distracting it might be, give your customer your full attention.

If you need to obtain personal information from a customer to identify their needs correctly, make sure no one else can hear the conversation. If necessary, take your customer aside, to a quiet corner of the store. Dont let other customers join the conversation. Some people love to give advice, and, with the best of intentions, they might end up promoting a particular product. Thank them, but turn them away tactfully. It is your job, not theirs, to advise your customers.

Avoid negative judgements

Our opinions often get in the way of open communication. We are easily influenced by peoples appearance, dress, or language, and we are quick to make judgments based solely on our own experience. We are often not even aware of our prejudices, but they can be major obstacles to communication and good customer service. Accept customers for what they are, and dont assume anything. Show them the best product to suit their needs; it is up to them to take it or leave it.

Would you like to learn how to get in touch with the hearts and minds of your customers and how to offer them products that will ensure their satisfaction and your sales success? Through concrete examples and a variety of practical in-store exercises, in DREAM BIG - SELL MORE home study guide, you will discover how to implement the six stages of balanced relational sales and their 50 key elements that guarantee top retail sales people continual sales. Visit our website at http://www.DreamBig-SellMore.com

ABOUT THE AUTHOR

Dr Daniel P. Baril is president of Media-coach inc. He has worked as a trainer, lecturer, course designer, and strategic consultant for over 20 years, contributing to the success of dozens of retail chains and merchants. You can visit his eCommerce website at http://www.eCompetence.com

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