I'll help you create a customer-centric selling program for today's consumer!

A selling "system" means that you have preferred and documented method for how your customers are served by everyone in your company, whether or not they ever actually interact face-to-face with your customers.

This is your Customer Engagement Strategy, and there are some simple customer-centric principles that have to be addressed when developing this strategy for your business. Developing your customer engagement strategy is an holistic undertaking that takes into account every operational aspect of your company, and weaves a thread through the entire organizational structure. This is strategic alignment, and when this thinking permeates your culture, you will have created a focused approach to engaging, serving, and retaining customers forever. For many people there will be difficult changes required in their behavior, but there are ways to involve, inspire, and empower everyone so change will be emraced.

This is the starting point for all effective sales training and sales manager training.

Controlling the Point of Engagement

Your selling system will spell out just how you want your employees, from salespeople to delivery people and service people, to interact with your customers. Long-term customer retention is the overriding goal. Over 3 decades I've learned that if you want your people to say things to your customers about your company or your products and services, you have to tell them exactly what to say, then allow them to make it their own. I'll show you how to do the one thing I find lacking in furniture stores where one-to-one, personal selling is the backbone of the business; Take more control of the point of contact with your customers.

EnhancingYour Customer's Shopping Experience

From Website to Store to Home

This used to mean something different than it means today. Things have changed dramatically as the result of the economic upheaval of 2008, and many practices that used to work, will never work again.

We all know that a very high percentage of your customers meet you for the first time at your website, making this your first point of engagement. Even for previous customers or shoppers, your website is likely to be the first place they go when a need arises for your category of products. Your website is much more than just an informational place for consumers to see what you have to offer. It's a portal to your business, and the place where you will make impressions that can begin or end customer relationships. When interacting on your website, the relationship you have with any shopper is "of the mind," it's whatever she wants it to be, and therefore it's very personal to each shopper. You've got to make your store an extension of your website, and more importantly, the beginning point of their shopping experience.

Your website can drive consumers to your store, and you know that it already does. However, consider this: Do your website shoppers have to begin their relationship all over again upon entering your store? What happens to her "personal" relationship when your salesperson meets her? If your selling strategy doesn't account for web shopping, it may have the wrong starting point. For the all generations of web-based shoppers, you have to develop ways to make the transition from website to store seamless and continuous for your shoppers. In other words, you should know who they are before they arrive in the store, and be prepared to serve them when they get there. This is a critical aspect of your selling system I'll help you develop and execute.

Levels of Service

With close rates around 20% on average (don't believe those reported figures of 30% or higher put out there by national organizations, they're way off base except for rare situations), you have to ask what's wrong with what we're doing? Too often retailers look to their products, pricing and promotions for answers, but I believe that the difference between having a 20% close ratio and a 30% close ratio (a 50% improvement in sales!!!) has more to do with simply offering all  non-buyers more help than you normally do. I believe that this "more help" needs to be around room design and layout, not just around products, pricing or the "deal" you're offering. This new focus will get you that one more buyer out of ten shoppers you need to improve your close ratio by 50%. Greatly improving your sales volume isn't about selling every customer a littel bit more, bu in selling a few customers a LOT more.

Some of the Sales Training Programs We Provide

Service Level 1 Basic Customer Engagement - The Idea of Room Planning as Your First Level of Service

How to make the most out of every customer engagement by dealing with the customer's real decision-making issues around purchasing home furnishings. We want to change the way your people feel about how they deal with consumers. Based your Strategic Sales Plan that we'll help you develop, this is the starting point for all training. training performed at your store or online.

Service Level 2 - Room Planning Project Development

This training defines the "more help" some shoppers need to become customers, and it is room-based selling that drives return visits on customer projects (be-backs) which is the best, fastest way to improve your overall close ratio. You'll learn how to qualify and "sell" shoppers on this level of consultative service, and how to deliver it to as many customers as possible.

Service Level 3 - In-Home Selling

This is the highest level of service you can offer, working with your customers in their homes to solve problems that won't be solved at either of the lower levels of service. But you must follow a proven system! You'll learn the qualifying points to determine which customers should be offered this level of service, how to get your customers to buy-in completely, and how to perform this service for optimum success every time. Plus, you'll get more sales from all your customers by applying the selling methods to all shoppers as you seek out those who need an In-Home visit to buy a lot more.

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