I was just at Bob & Sue Negen’s Whizbang Training Retail Success Summit and Bob talked about trying to achieve the Perfect Sale.
There are two Perfect Sales out there. From your point of view and from the customer’s point of view.
From your point of view…
You sold them everything you possibly could, including a bunch of old merchandise you were dying to get rid of, all at full price, with tons of add-ons, and plenty of extra features and warranties.
From the customer’s point of view…
She got everything she needed at a fair price. She won’t have to make any extra trips. She stayed within reason of her budget and has absolutely zero buyers’ remorse. She is thrilled with everything she purchased. She can’t wait to tell her friends.
When the two are one and the same – you’ve hit the grand slam of retail sales. But when you have to sacrifice one for the other, you can probably guess which one is better for you in the long run.
As Bob reminded us… Always, always, always go for the Perfect Sale from the customer’s point of view. Always. Period. Every. Single. Time.
Are we clear?
Grand slams are nice, but the goal of this game is to be able to keep playing. Perfectly happy customers keep you in the game for a very long time.
PS I talk to my staff about completing the sale. You never want a customer to go home and then realize she needs one more item to make the other stuff she bought work. Chances are she won’t go back to you for that item, and she might never come back if you weren’t smart enough to make sure she had everything she needed in the first place.
PPS There are some sure-fire ways to make sure your customer is perfectly happy with her purchases. Check out the Closing the Sale section of my FREE eBook Customer Service: From Weak to WOW!