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BRAD HUISKEN


CUSTOMER SERVICE - Customer Service is your knowledge of how to treat a customer in order to gain their respect, trust, and commitment to you as an individual salesperson. It is your ability to build a base of clients that will knowingly and willfully come back to you again and again to satisfy their buying needs and to recommend you to others. Perfecting this will place you among the elite of professional jewellery salespeople. Providing outstanding customer service happens before the sale, during the sale, and after the sale has been completed. I am sure you will agree it is


easier to learn everything there is to know about your products and the operational side of your business than it is to learn about people. These elements are known as the ‘hard’ side of the business. The elements of Sales Techniques and Customer Service are the ‘soft’ side of the business. You could, and probably will, spend an entire career learning about how to treat your customers and prospects. Each potential client has his or her own unique needs, and in order to properly serve them, you must discover what


November 2013 | jewelleryfocus.co.uk


these individual needs are. Even if you do a good job of assessing needs, you also must know what service or product will meet those needs, and what it is about the product you must bring to their attention. But, before you even can ascertain


your customers’ needs, you’ve got to have some rapport with the prospect. You have to make the client comfortable with their decision to come to your store, and to talk with you about what may have brought them there in the fi rst place. In closing, be curious, ask questions,


challenge yourself to learn all you can about your products, operations,


customer service and salesmanship. Ask your managers constantly about the store’s operational procedures and policies. For the ‘soft’ elements, go to training courses and read books! Good or average salespeople are easy to come by; the exceptional and extraordinary salesperson will have all the success that they could dream of. Ultimately, it is up to you to


perfect your knowledge in these essential areas, and it takes time. The choice is yours – that person that looks back at you in the mirror each morning needs the patience and commitment to undergo that continuous learning process.


ABOUT THE AUTHOR


Author, trainer, consultant, and speaker Brad Huisken is President of IAS Training. Mr. Huisken authored the books I’M a salesman! Not a PhD. and Munchies For Salespeople, Selling Tips That You Can Sink Your Teeth Into, he developed the PMSA Relationship Selling Program, the PSMC Professional Sales Management Course, The Mystery Shoppers Kit, The Employee Handbook and Policy & Procedures Manual, The Weekly Sales Training Meeting series along with Aptitude Tests and Profi ciency Exams for new hires, current sales staff and sales managers, along with the new Weekly Internet Sales Training Series. In addition, he publishes a free weekly newsletter called “Sales Insight” For a free subscription or more information contact IAS Training at 1-800-248-7703, info@ iastraining.com, www.iastraining.com or fax 303-936-9581


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