How To Turn a 'No' into a 'Yes'

This customer gets a 'yes!'

"You can catch more flies with honey than with vinegar!" This idiom applies in the retail world.  It is so much easier to persuade people to see it your way when you use polite arguments and flattery.  Yes, even you have to do a sales job to get what you want or get what is right.

When I was in management in the retail world most of my confrontational issues came at the return counter.  Every company has return policies to protect their interests against employee misuse and customer fraud.  When a customer was mean and nasty I'd stick to the policy.  A nonconfrontational customer with a pleasant manner and legitimate story received a 'management' decision.  This means I could circumvent policy to 'save' a customer.  I was the type that circumvented policy to keep a customer happy.  My intent was to treat a customer like I would want to be treated.  It worked for me.

So how to get a yes! When the first person states policy and says 'no' just thank them for doing their job and ask for a manager.  Please don't waste good energy at this level.  Usually, the first person does not have the authority to alter policy (remember employee misuse) and has to take the brunt of this answer all the time (not fair.)  When a manager comes on the scene explain your problem (story) in a succinct, calm manner.  If that one says no, then ask for the Store Manager.

So what happens when you come up against a Store Manager that just doesn't get it!  I mean the type that have this enormous ego riding high on a proverbial power trip?  Have you ever had a confrontation with one of these? You know, the one that thinks Customer Service means the customer serves her?

If you don't get your legitimate issue resolved at this level allow me to clue you in on some of the secrets.

Remember, every one that works in retail has a boss.  If one of those bosses don't 'do you right,' then ask for their boss. Most Store Manager's do not want you to go to the next level.  This is a direct assault on their management skills.  They will start backpedaling fast and say something like, "I'll make an exception this one time."  Don't let this make you feel like a chump.  The manager is trying to save face.

Sometimes you may run into an egocentric Store Manager that may want to fence with you.  He or she will try to convince you that they 'are' the boss and there is no one else higher that can help you.  At this point I've seen customers give up, throw their hands in the air, and walk out without having their issue resolved.  What a shame.  If they had only known what to do next.

This is simple:  Ask for the phone number or business card of the District Manager!  This shows you intend on taking this to the next level.

In most companies the next level would be the District Manager.  Believe me, the DM does not want to be 'bothered' with customer issues the SM should be able to resolve  Most SM's do not want the DM to perceive them as an incompetent buffoon! In most cases this will get you what you want.

If that fails in 99% of all cases a call to the office of the DM will get your legitimate issue resolved!  I Guarantee It!

For the remaining 1%, a District Manager has to answer to a Regional Manager.  A Regional Manager answers to a Regional Vice President, and then it's the office of the CEO (Chief Executive Officer.)  Trust me, it's rare to ever have to get this high but it does happen.  My sister-in-law had to take her issue this far.  The office of Carly Fiorina, the then CEO of HP, chose to make right that which should have been fixed at a much lower level.  With persistence, determination and a willingness to maintain control of her emotions she got her issue resolved.

So, remember, you can catch more flies with honey than with vinegar.  So when it comes to retail, save your energy.  Most of the time you can get what you want by just being nice!

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The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

The Honest Business Man

I watched a You Tube sales training video recently teaching a car salesman when to lie.  The deceitful practice included choosing 5 names and addresses from the phone book at random and mailing each household a car advertisement with an attached business card.  Do this every day for a month and one or two car buyers will come into the dealership asking for the salesman by name.  Here's where the lie comes in.

When the prospective car buyer asks where the salesman got his name the trainee says, "Yes Mr. Customer your name came across my desk as a preferred member of the community!"  And some other BS fluff to flatter the unsuspecting would-be customer.  It's another sales ploy to get the sale!  Watch the You Tube video located toward the bottom right of this blog.  I will keep it there for a few days or go to You Tube and insert Simple Technique To Sell More Cars.

 Is dishonesty okay if both parties eventually win?  In other words, do the ends justify the means?  I'll leave that answer up to you!  :)

Good business relies on satisfied customers

Here's the good part of that You Tube video.  The comments that follow this video depict various reactions, opinions and even offensive remarks.  Most of the criticism centered on the trainer for teaching the 'art of lying' to get a sale.   An encouraging comment repeats an observation I made in a previous post.  Only when you deal with a salesperson that owns their own business will you find 100% honesty.  The following is a comment quote from that video.

Actually I run a successful tactical gear business, have no boss and I don't lie to people to make money. You shouldnt have to lie to get leads. Just ask your previous satisfied customers for referrals. If none of your customers have anything good to say about you, well...you wont be in business long. You want a great role model and mentor? Look into Jeffrey Gitomer's books and youtube vids

It's true!  A successful car salesman shouldn't have to lie to get leads or a retailer shouldn't have to lie to get add-on sales.  However, it seems as though many retailers have lost sight of this once noble aspect of selling:  Be honest and do what it takes to create a loyal customer.  Today it seems the focus is on getting as much out of the consumer as possible because they may never be seen again!

So today I tip my hat to the 'honest business man' that does not have to lie to make money and relies on his satisfied customers for referrals.

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

How Despicable Can a Sales Company Get?

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Your key to $100,000 a year!

My first experience with a questionable sales tactic was over twenty years ago when I answered a job wanted ad for a Memorial Counselor position at a local cemetery in Southern Oregon.  The receptionist I spoke with confirmed the high amount of money I could make by selling cemetery property.  The interviewer (sales manager) stroked my ego by making it seem unusual to hire me on the spot.  I went home and bragged about how 'they' don't usually hire on the spot.  I later figured it out when I watched the process repeated!

During my tenure there I watched the receptionist answer the phone, read from a 'sales' script, entice new applicants to come in and interview with the sales manager and then, after the interview, watch them go to work!  The training was intensive, memorizing the presentation was a chore and the turnover was continuous.

Why did most of the new Memorial Counselors leave so soon?  Here's the reason. The hiring decoy was a ruse for something else.  Once this became obvious they were gone. Do you know why this sales manager continued to hire new counselors?

Another example of a despicable ploy by a sales company happened during that same year when a Memorial Counselor went to work for a reputable car dealership in town.  He bragged about the opportunity to make big money.  His first assignment:  write down 100 names of people he knew or associated with and guilt them into buying a car.  After selling some cars from these ‘warm' leads, he competed on the sales lot with little training and eventually fired for lack of sales.

What is the purpose of continuously hiring new people?  New people generate new leads and new leads generate sales!

At the cemetery we worked the telephones every evening trying to get appointments for an in-home presentation.  The newbies worked the phones, got appointments, and an experienced salesperson would do the presentation (under the guise of training,) get the sale and most of the commission. 

So I ask, how despicable can a sales company get?

The receptionist later confided that she hated reading that sales-job script.  “It caused so many young people to be used as phone pawns!’

If it sounds too good to be true, then it's probably too good to be true, and that includes a job offer.

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

How Does A Salesperson Deal With a Conscience?

Save money!  Understand your role.

Here's more about why a salesperson has to be sold.  It is a conscience!  When a questionable tactic gains a sale, a regular salesperson has to ease his or her conscience.

In the previous post, I stated that a good retail salesperson does not have to be sold on the product.  A good salesperson has to be sold on the idea that you, the consumer, can be sold on the product.  Therefore it is the job of the salesperson to convince you of something he or she may not be sure of themselves.  Some would say this tactic is dishonest; however here is how a quasi-honest salesperson would handle the dilemma.

A good natured sales associate at your local computer store is having a problem with keeping information from a customer that would let them easily fix their computer themselves, free!  The store charges $120 for a service a customer can do free!  The salesperson knows his job is in jeopardy if he disclosed 'confidential' company information that would drive away business.  So, what to do?

Understand, individual sales goals are set and a person's job is on the line when these goals are consistently not achieved.  We, as consumers, are there to achieve sales goals.  No more, no less.  To be and stay in business it's all about achieving sales goals.  And I'm all about staying in business!

Please understand, goals are a crucial part of anyone's success.  Without a target how do you know what to aim for?  I like goals!  I appreciate goal setters and goal settings!

The point is that you will hang on to more of your money when you understand your place in the retail world

In the example above this particular salesperson has to ease his or her conscience because this job pays the bills.  So, what to do?  Go to the sales manager for reinforcements; get talked into the idea that it is okay to withhold information.  "It doesn't take much, just give me something," the salesperson might say.  

"Well, there are some people that are nervous when it comes to computers," the sales manager responds.  "So since they are afraid they might mess it up big time you're doing them a service by doing it for them!"

Sometimes this is all it takes to put this conscientious sales associate at ease.  To ease a conscience in retail... it doesn't take much!

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

When I Had To Be Sold!

You... again?

To sell a product one must be sold on the product, right?  Wrong!  A good salesperson has to be sold on the 'idea' that you, the consumer, can be sold on the product or service.  Only the 'honest' salesperson has to be sold on the product recommended.  And guess what?  The 100% honest salesperson does not exist or doesn't last long be it through lack of commission, attrition, or termination.

For the salesperson, it is impossible to support 100% of the products, the services and the method it takes to make every sale. The company that is paying the wages or commissions has all the control.  What store manager in retail allows a sales associate to recommend a competitor’s product or service?  Do you get the idea?

Only when you deal with a salesperson that owns their business will you find 100% honesty.  And even in this environment you will have to use your good judgment, common sense or intuition.

In the early days of my selling career there was many times I had to go to my sales manager and ask to be sold on an idea I was leery about.  Once I realized that people would buy into something I wouldn't particularly buy, my confidence was bolstered and off I went.  You see, it was all about making the sale.  That was my job!  That is every salesperson's job... to make the sale.

The goal of every 'salesperson' is to make you say 'yes!'  From the greeting to the close, and all the steps in between, it's all about getting you to say yes!

So what, as consumers, are we supposed to do?  We have to get our products from somewhere?  The idea is to have enough knowledge with the products we want to purchase so we won't be 'sold' something we do not want or need.  Our goal is to research enough to make a good buying decision and walk away feeling good about it!  With today's technology (the internet) there just is not one good excuse that makes us do otherwise.

Thanks for sharing this post with your Facebook or Twitter friends!

The definition of a chump:  a gullible person, a sucker; someone easily taken advantage of, the target of a scam.  

Learn how salespeople drive sales from a former salesperson and trainer and keep more of your money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

Why Do Salespeople Have To Lie?

What a question!  Honestly, I've had to lie, or embellish the truth, or disguise the truth, or however else you want to describe deception.  I have withheld relevant information to get a customer or client to say 'yes' to the deal.    "Why?" you may ask.  Well, when it comes down to it, me and my family's welfare takes precedence over a 'stranger's' situation.  Aren't we all like that (well, most of us?)  Don't we put ourselves, family and friend's welfare above a stranger's?

What you, as a consumer, need to understand is that, in almost all cases, you are the stranger. (Exception: buying a used car or insurance from your brother-in-law!) The salesman has many more priorities to tend to than to take care of your financial welfare.  That's what this blog is all about; teaching you to take care of your financial welfare!

The salesperson has commissions to make, (this takes care of their personal needs,) a paycheck to generate, a boss to mollify (the pressure can be horrendous,) a company to earn profits for (the paycheck,) a peer group to keep up with (internal competition,) a contest to win and so on.  Unfortunately, you, as a consumer, are on the bottom of any priority list.  Your purpose is to help achieve these goals!  The sooner you understand this next statement the better.

No matter how your salesperson has put you at ease, you're not friends!  You're a customer!  You are a customer that helps make any of the above happen!

The purpose of this weblog is to equip you with knowledge and information to not end up feeling like a chump!

The first lie I had to tell was over twenty years ago when I sold pre-need cemetery property for a major corporation.  As a 'memorial counselor' I spent a month memorizing my in-home presentation.  During my first time on my own I impressed the senior female client so much with my 'genuine' presentation she had to ask, "How long have you been doing this?"

The answer I was told to give (by my sales manager) if asked that question during the first few months of selling went like this.

"Oh, it feels like forever!"

I didn't think I'd have to use that one so soon into my cemetery selling career, but I did.  And guess what?  It worked!  The couple purchased their pre-need cemetery property from me and I went back to the office with my first sale and commission.  That answer still bugs me to this day.  Why couldn't I have just told the truth?  Here's the answer!  They may have lost confidence in me and not purchased anything that day.

Are you beginning to see how 'it' works?!  More about lying tomorrow.

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

How a Salesperson Can Manipulate the Uninformed

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   Okay, yesterday I promised an example of how a salesperson can take advantage or manipulate a customer.  Let's say the salesperson receives direction from his manager to move out a 12 megapixel camera that will soon be on clearance if it remains in stock. Keep in mind this camera maintains its regular price.

To keep this short let’s say the 10 megapixel digital camera is the superior camera. The job of the salesperson is to convince you the 12 megapixel digital camera is better. "Well it is!" you say. "It has more megapixels!"

Is a measuring cup full of water 'better' if the recipe only needs a quarter of a cup?  In this case the camera having more megapixels won't hurt the quality of the picture, you'll just pay more for something that is not necessary. Unless the picture you plan to print is in feet instead of inches any number of megapixels over 5 is too much.  Or if you plan to crop a tiny portion of the picture and then blow it up to an enormous size, you then can use more megapixels.

Look it up (which is what I encourage you to do everyday!)  Type in the words, megapixel myth in a search bar and read it!  The idea that you will get sharper pictures with more megapixels is a myth, hype, a salesperson's tool to get more money, or in this case, to get rid of a declining camera.  Or another way to put it... it is a lie!

Your photography skills have more to do with the quality of your image than the excess number of megapixels.

When I sold digital cameras I explained to my customers the only reason to upgrade to a higher megapixel camera was for bragging rights!  I pointed the camera buyer to other features like zoom.  To an outdoor photo enthusiast, that's a number where higher is better.  Give me 10 or 20X Zoom over any camera that is over 5 megapixels and I'll take it every time!  But again, beware!  The only zoom spec to focus on is the optical.  Why? Look it up!  :)

So, when your salesperson recommends a digital camera based on a higher number of megapixels alone, you'll know better.

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

Product Research! So Simple Even a Baby Can Do It!

So you're getting the message that doing your own research may be a good idea but you still are a little intimidated by the thought.  Maybe you picture yourself in a library surrounded by mounds of dusty books and stained consumer periodicals.  You could convince yourself that you just don't have the time and justify that notion by pointing out how many items you still have left on your 'to do' list.  Or you think this new technology is just way over your head!

Okay, okay, I get it.  However, is it that hard and time-consuming?  There is a simple way to retrieve relevant information these days and get it fast.  If you're reading this weblog then you're just clicks away from finding the information you need to avoid being a chump!  Here's three!

1.  Google it!

Put anything you want to buy in a 'search' and add the word review.  In fact when I began typing the words Digital Cam in a Google search Digital Camera Review came up to click on.  After you click and retrieve your list just be aware the first couple of 'shaded' links are there because someone has paid to be there not because they're the most relevant, so you may want to move on.  Select one that looks interesting and find the camera that meets your needs.

2.   Cnet.com

Cnet.com is a great site to check out anything to do with tech.  Go there and see what I mean.  You will find the latest tech reviews, news and downloads.  In upcoming posts I'll direct you back to Cnet.com and help you save money!

3.   Amazon.com

Whether you choose to buy anything from Amazon or not, go there for the customer reviews.  You may have to weed through the 'planted' ones but most are genuine and reveal the pros and cons on the features that matter to you.  In other words, ignore the complaints on features that aren't relevant to you and focus on the ones that you will use most.

Yes, a good salesperson keeps up on current product reviews but will only recommend products that he or she can 'sell' you.  When you research this stuff yourself you discover the 'best' one for you! It's a good feeling to equip yourself with knowledge necessary to make a good buying decision. Then buy it at a price you know is lower than it is elsewhere and walk out of that store with a high hand of triumph.  Every time you use your device you'll remember how you weren't 'sold' that item... you 'bought' it!

Next time, I'll give you an example of how easy it is for a salesperson to manipulate a person without knowledge. I’ll use a Digital Camera.

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

A Time I Felt Like A Chump!

Here's what happen to me when I did not do my research!  A few years ago circumstances dictated that we consider extreme choices and one of those choices had to provide our living arrangements for the coming year. With a job ending, a house on the market and pressure building to decide we stopped by an RV center to just 'look!'

The first lot attendant we met was a low pressure congenial guy.  We found the perfect Motor Home for us.  It had just come in off a trade-in, great shape, low miles and the bonus of 1st year no payments made this one perfect.  When we showed interest another individual came on the scene.  This was the 'salesman!'  I even joked and stated that 'you must be the closer!'  He was good!

After he set a rapport, qualified us, and answered our objectives I told the salesman I lived three hours from home and needed to check around first.  So what did we do?  We went for a test-drive.  This is the 'puppy dog' close.  When we returned he went into the office to find out the price. He came back with a high price of $50,000.  Well I know in sales the seller always starts high!  I also knew I should check, at least, what other Motor Homes like this were going for but I was away from home.  So because of this lack of knowledge I did not know how much leeway I had to go down!  It seemed right to offer $40,000.  Twenty percent off sounded fair!  Here's the question he asked (the close,) "If I can get the price down to $40,000 do we have a deal?"

My problem: make living arrangements soon (pressure.) I couldn't drive home to do my research and return later because it might be gone (urgency, fear.) I didn't want to be embarrassed (pride) by backing down.  So I said 'yes!'  Within an hour of 'just looking' we were the proud owners of a $40,000 used Motor Home.

Don't misunderstand, our Winnebago Minnie Winnie DL has served us well... no regrets!  The point of telling you this story is if I had checked online earlier, I may have saved myself another $15,000!  Yes, there was that much price left to deal down with.

So what did I learn?  Have some fun with this.  Let me know what else you think I learned or should have learned .  What can you share about mistakes you may have made?

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?

Why Must I Do My Own Product Research? It's Annoying!

Why do I have to research?

"So tell me Mark, why do you always preach doing your own product research?  Isn't researching the salesperson's job?"

No, No, No!  The Salesperson sells.'  Why be a chump and believe anything else?

Here's what goes on behind the retail facade.  Usually, the retail outfit your salesperson works for does not provide consistent 'on-the-job' time for any independent product research.  However, there are a few ways your salesperson gathers product knowledge and a series of reasons he or she recommends the products you buy.

1. Passion.  Passion for the product like technical gadgets gets his or her juices flowing and they spend countless hours researching at home for the fun of it.  This person knows the jargon and usually recommends what excites him and his needs.

2. Reps.  Brand Representatives share new products and features with the individual. This knowledge bolsters confidence.  On the sales floor the salesperson will direct you to these products because he or she can speak with authority.  However, bias taints this recommendation because of the influence of the Representative that only focuses on the pros of the product.

3. Signage & Packaging..  Have you ever asked a question of a store associate and he or she has to look at the box or Product Information Sign to scan a description or instructions for help?  Don't put much credence in this recommendation.  They're not sure either.

4. Management Directive.  A salesperson recommends what he or she is told to sell to fix, for example, an overstock crisis, make room for new inventory, win a Brand contest, and raise profit margin.  You don’t know when this recommendation dominates the sales pitch.

Action Alert! Okay, okay... I have to stop right here and make you think for a moment!  Why are store associates told to recommend the Store Brand Merchandise when the Store Brand Merchandise is cheaper?  Why is the SBM always merchandised where you can easily see and get to it?  In a supermarket it's usually merchandised next to the Brand Named Merchandise. There is a reason for this ruse and it's not because they like you and feel they need to give you a break.  Anybody know?  Leave a comment if you do!

I could go on about the lack of training, the lack of product knowledge, the lack of product research that plagues the sales associate of today. There just isn't enough payroll dollars to support your product research.  Combine that with the possible other motives that command the sales process and begin to understand the recommendation you get from that 'nice boy' may not be in your best interest.  There are exceptions but who wants to leave it up to chance?  Who takes better care of your money?

Rule Of Thumb:  When in doubt... find out!  It's that simple.  Do not blame anybody but yourself if you neglected or were too lazy to do your research and made a bad choice based on the recommendation of a salesperson.  I know, I hear you screaming, 'that's not the way it used to be!'  And then there's someone else yelling, 'that's not the way it should be.'  But guess what?  It is!  The sooner you accept that truth and do your own research you lessen the chance of feeling like a chump!  :)

Tomorrow, I'll tell about a large purchase (ouch) I made without doing my research!

Thanks for sharing this post with your Facebook, Twitter, or e-mail friends!

The definition of a chump:

a gullible person, a sucker; someone easily taken advantage of, the target of a scam.

Learn from a former salesperson and trainer how salespeople drive sales. Learn how to keep more money in your pocket where it belongs! There are two ends of every sales stick!  One end cries 'chump.'  The other end boasts 'champ.'  I know which end of the stick I want to be.  How about you?