I do a lot of markets and craft shows. One tip I use when you get
some loser wanting to tell you their life story and stand right in
front of your display, blocking the customers.
I pretend my phone is on vibrate, say sorry but I have to take this,
step back and play act.
That gets rid of them. Unless the phone rings LOL.
In my showroom however the client is there to buy and I listen
courteously to what ever they have to say.
Also I always price my standard stock to be able to discount. So
when the customer says “I will walk around (go past my competitors)
and think about it.”
I say “Now I will do the $100 ring for $90.” Most will buy being
offered a discount.
Also if they say “I don’t have that much cash on me.” "I say ‘How
much have you got?’ " If they get close I will sell.
Also with repeat customers I say " Forget the price tag, this is
your price." And give them a good discount.
And say “Don’t tell anyone what you pay.” They really like that and
come back again and again.
I treat my regular clients with the utmost respect and bend over
backwards for them. That is why they are regular customers and my
bank manager and accountant love them.
At point of sale what profit I make to day I make today. No point
waiting for next, week, month etc. The item is sold and will be
replaced. I would rather make $50 profit on a sale today then $70 in
the future. Regular clients like to see what is new not what is old.
“Turn it over my son!” As an old jeweller once said to me.
For one off unique pieces I set my price and stick to it, why?
Because you won’t find it anywhere else and I put my soul into those
pieces and often blood, sweat and tears. My workshop meltdowns are
spectacular and I don’t mean metal.
After making a stupid mistake, cold fury works for me, gets me
Difficult customers revenge. “I would like a pair of those earrings
(stock items) and I will pick them up next week.”
When they don’t turn up on time I sell them. When they come back and
want the earrings I tell them that they did not come on time and I
sold them. If they want another pair made I get at least 50% deposit
on silver and 75% deposit on 18kt. Gets the point across, I am not
their to do your bidding, I am a silversmith, goldsmith and gem
The worst approach for a sales person is “Are your right?”
What works much better is “Have a look around and if you want to try
something on just ask, I will be happy to show you.”
Recently we in OZ had the department stores claiming the internet
was taking their business. No Goods and Services tax on over seas
purchases 10%. It wasn’t the internet stealing their business it was
the poor quality sales staff that had changed the pleasurable
department store experience into one of tedium and rudeness. Employ
gen Y, why? Posts on Facebook “Took Monday off had a hangover.”
A boomer will be there early and leave late and go the extra yards
and will always be courteous. A boomer’s life experience lets them
deal with all levels of customer.
They know who pays the wage, the customer!
My motto is “If all else fails, drop the price to 100% profit.” And
I mean profit.
Make it well and make money and remember the customer is not always
right but they ARE the customer.
Also Manners cost nothing.