Working at Thomasville Home Furnishings
as a Design Consultant with various levels of sales talent, I was surprised to see how many designers felt customers have an obligation to buy from them because they offered some suggestions. The designers actually believed the services they offered were gifts to the consumers rather than an opportunity to create a relationship. There were so many people who constantly applied for positions at the Thomasville gallery under the impression that since they had good color schemes in mind or a taste for textiles, they would be great salespeople. The problem was that they often lacked people skills, the skills necessary to actually facilitate relationships. A lot of them didn't really even enjoy people, how can you work in sales and not like people? Customers would come to pick their brains and go elsewhere to close the deal. It wasn’t that the showroom lacked selection or the pricing wasn’t in their budget. The reason the customers purchased from another retailer was that the designer failed to build a rapport. Rapports are built on trust, honesty, and confidence and if these attributes are not fully engaged within the discovery phase, a customer will buy from someone else or somewhere else.
The office gossip was, “They couldn’t really afford what I selected for them” or “I knew they were not really going to purchase anything”. These statements are called thinking errors. An example of a thinking error is the excuse technique, which allows offending sales persons to have a reason for everything and anything. This error takes the responsibility off them. From a management standpoint these are the employees who never take any responsibility for causing whatever happened and may even blame “someone else “ using the blaming technique of thinking errors.
Regardless of which thinking errors are being utilized and there are many others we could discuss, these tactics are what turns the customers away and consumers can smell the dishonesty, lack of personal confidence and lack of sincerity a mile away. Redesign your approach to the sales process and recognize that we all can be great sales people everyday. The sales world does not only consist of the people working in retail, pharmaceutical, restaurants, software or auto industries... Technically we all act as sales people in our lives everyday.
If you refer back to "What is a sale" ? A sale is a transfer of enthusiasm, who in our lives do we make enthusiastic enough to persuade them to do what you want them to do? Parents sell their kids, your hairstylist sells you every time you re-book an appointment, your doctor sells you, and your boss sells you. The question is, are you average, good or great at your performance? Set a goal today that starts a clearing process of thinking errors.
Try to visualize yourself in the future, if you were to FULLY start living your life, what is the first change you would start to make?
"I had no idea that being your authentic self could make me as rich as I've become. If I had, I'd have done it a lot earlier." Oprah Winfrey