As a flooring retailer, you want to create a memorable experience for your customers. As the economy is reopening, it’s essential for flooring sales teams to provide excellent service without being pushy.
The main key for top salespeople is to love what they do. The best teams are willing to go above and beyond.
As a manager, there are a few characteristics that excellent flooring teams have that can seep into every step of the process.
The Benefits of Extroverts and Introverts
Most people are both extroverts and introverts. Few people are 100 percent one or the other. Studies suggest that ambiverts who fall in the middle of the spectrum make the best salespeople.
Extroverts love being sociable. They enjoy making small talk, meeting new people, and starting conversations easily. Introverts tend to develop deeper relationships by listening to their customers and being able to read them. They tend to ask the right questions and fully listen to provide sound advice.
Ambiverts strike a perfect balance of listening and talking. They utilize a good balance of flexibility, enthusiasm, and agreeability without being pushy or demanding.
A team made up of thoughtful, conscientious, charismatic, and open salespeople are more likely to enjoy high sales and return customers.
Trust and rapport start as soon as you greet your customer and extends throughout the sale. Building a relationship with a new customer has less to do with what the salesperson wants and more to do with the customer.
Customers enjoy being able to gather unbiased information from a professional without feeling forced into a decision. They will also be more motivated to return and provide referrals.
Your Store Is More Than Your Products
No matter how niche your flooring products may be, they won’t be sufficient to differentiate you from competitors.
Without a team of passionate and experts, customers may walk in and right back out. The key is bringing your products to life and showcasing how they can benefit your customer.
The most unique thing about your store is your flooring sales team.
The internet allows customers to do extensive research before walking into your store. They can explore options, go over your products on your website, read customer reviews, and even have a list of questions. A superior service experience means anticipating these questions, providing in-depth explanations that aren’t available online, and suggesting better alternatives.
Most customers walking into your store have already selected the store for various reasons. Few walk in off the street without any idea or budget regarding their needs. The trick is asking the right questions right at the start.
Quality Service Requires Quality Training
Superb customer experience doesn’t happen by accident: it is created. The best teams have a standard of care that insists on quality, which is why they never expect their sales team to self-train.
Managers set the standard for consistency and high quality during ongoing education and training. Good performances should be rewarded and encouraged.
Excellent Customer Experience Doesn’t Stop at the Sales Floor
Everyone on your flooring team is expected to run through the sale without dropping the baton. From the salesperson to measurement and installation, all roles are equally important to avoid a breakdown in communication and experience.
After all, a smooth sale can be overshadowed by a bad experience during installation. No matter how good your sales team is, it’s vital that they have open and honest communication with all departments.
Understand What Makes You Unique
High standards cover your entire business and functions only when everyone understands what they do, their roles, and how to communicate.
Customers are used to being told how excellent a store is or how it will price-match a competitor. Instead, focus on what makes your experience unique to them.
Now more than ever, customers are looking for a human experience. They want to connect with people rather than avoiding them. After all, customers can easily order products online. Many people are interested in finding common ground, sharing stories, and feeling seen.
Customers are paying for their peace of mind. They want a quality product that will serve their needs, and they want an installation team they can trust in their house.
Managers can efficiently run a well-oiled machine by focusing on virtues that represent good qualities in many people. Sincere enthusiasm paired with compassionate professionalism keeps everyone happy, including your flooring sales team.