Holidays II

posted: Friday, November 11, 2016

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Adding-on is a great customer service and the salesperson who masters the art of doing it is also a salesperson who enjoys a great deal of success. Adding-on is something we should be doing in February, May and August, but as valuable as it is in those months, it's even more valuable from October to December.

Tim is shopping for his wife and decides that a piece of jewelry is the best way to go, so he comes in to see you. After some conversation, Tim decides on a necklace for his wife. What if there's a pair of earrings that goes with that necklace? This is a perfect spot for an add-on, and the worst thing Tim is going to do is say, no thank you. Plus, even if he declines, there's always the chance that his wife will want a pair of earrings to go with her new necklace and now you have planted the seed.

Now you're not done adding-on here if you are willing to ask. Through the process you have learned that Tim has a teenaged daughter and you also know that he has just started his holiday shopping. As you are packaging up the necklace, simply say something like "Now that we've taken care of your wife, let's look at some gorgeous gift ideas I have for that daughter of yours."

There's no way to predict how Tim will respond to that question, but history tells me that he's going to think maybe he could get that done to and save himself a trip to another store, and starting the process all over again.

Tim says, "That would be great" and the two of you begin talking about what his daughter likes, and he ends up buying a bracelet for her. You have successfully added-on, increased your sales, and provided a customer service.

It's also important to remember to add-on the things that you know people are going to need, but may not think about. Batteries are a big one during the holidays and are often forgotten. Simply reminding a customer not to forget the batteries is a huge customer service and one that will always be appreciated.

The main thing to remember about adding-on during the holidays is: don't be afraid to ask. Customers often have a lot of people on their list and although they came to see you for one specific person, there's probably a decent chance that you can also help with others on their list if you simply ask the question: Who else is on your holiday gift giving list?

FINAO - Brad Huisken

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