The majority of retailers are order-takers. Most of them sit inside their retail outlet and wait for customers to make their purchases. They seldom engage in a conversation with the customer nor do they actively pursue a sales process to obtain the sale.
Potential customers walk into a retail/showroom/roadshow booth to view products or services the retailer is offering. Although retail selling typically refers to in-door sales, it does not mean the sales staff or retailer does not venture out within the boundaries of their location or shop to promote and sell their products.
Again, most retailers make the mistake of being just an order-taker and wait for customers to make their purchases.
Challenges?
With mistakes like this, it’s not surprising for customers to walk out empty-handed.
Retailers lose marketing and customer loyalty, low sales, high rental costs, and high inventory.
How to Increase Sales for Retail Companies
Retail salespeople don’t greet customers properly. Many retail outlets greet customers with “yes?” instead of “Good morning” or “Hi”. Don’t you agree this is a wrong sales method for retail companies? When your product and your competitor’s product is similar, the interaction between the buyer and seller is crucial and this is where customer experiences are created. Yes, beautiful interior and good merchandising help, but people-to-people customer experiences need to be solid.
Retail salespeople don’t ask enough questions. This problem stems from a lack of understanding of customer’s needs. One general rule, the higher your price, the more you need to understand the customer’s needs and wants. If you are selling an RM10 product, you technically do not need to ask too many questions.
But, for an RM100 and above product, you need to ask your customers a few more questions. A consultant role needs to be present if your range is RM1000 and above. Remember, the higher your price, the higher the customers expect a degree of professionalism from you.
Retail salespeople are poor at presenting their benefits. Again, the rule of the price is important. The higher the price, the more skillful the retail salesperson needs to be.
Retail salespeople don’t tackle objections. A customer may say ” I don’t like the color, I don’t need it, I’ll come back later.” Whatever the objection is, retail salespeople typically are not bothered. Why? Lacking training, they usually resort to order-taking.
Retail salespeople don’t use closing techniques. Closing is defined as asking or encouraging buyers to make a purchase. Very few salespeople do that. They wait for buyers to buy.
Let me share with you a proven method of closing a larger transaction for every customer used by the world-renowned McDonald’s. First of all, you do not see small set meals anymore. Customers now only choose from medium or large meals.
Next, when you order a Big Mac over the counter, do you recall the next thing the staff says to you? Do they say “RMx please?” No. They instead ask ” Large?” Most people will say “yes”. Unbelievable? Well, the next time you are in McDonald’s, walk around and observe how many people have a large meal on their tables.
McDonald’s has mastered the up-sell technique.
Now, take time to picture if your sales team did the opposite of the mistakes mentioned above. Just imagine they greet every single customer that walks into your retail outlet with a powerful greeting and understanding their needs and wants. Up-selling them like McDonald’s.
How would your retail business look like?
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