Jeanne,
Selling (especially your own work) is a hard thing to do. Admittedly
there are people born with the ability to sell a dead horse to a
farmer who needs a tractor, but most of us aren’t. Many of the
responses you have gotten have some good recommendations, especially
those that recommend various books, as it IS often a learned talent.
I never used them myself and I am most certainly not a natural born
salesman. However, I do have the ability to connect personally with
people and I use that to help my sales. It sounds like, from what
little you have revealed, that you’re being far too technical in
your sales pitch. I actually think that it helps to leave a small
amount of mystery to how things are done. Sure, some techie geeks,
love to get involved in the processes used (trust me, I get enough
MIT guys in here to know what they like to hear) and I’m happy to
explain things to them in excruciating detail, but most people aren’t
buying jewelry because of the process. They’re buying it because it
means something to them, or represents something to them. While
jewelry can just be sold as something pretty to wear, when it
represents something (birthday, big raise at work, anniversary, etc.)
it carries far more weight and is much easier to justify as a
purchase.
Back to connecting personally. I know one poster said don’t make the
people your friend (or words to that effect) until you’ve sold them
something, but that is absolutely not the way I would approach it. I
want people to feel that they’re buying something that comes from a
fellow human being. Sometimes that means revealing things about
myself that are quite personal in order to make them feel like I am
human too. It also makes them feel like you’re not just a mercenary
after their money. I often feel like a therapist in my store,
because I do try to communicate with my customers openly. It helps
them to focus on why they’re buying, what they need to buy if it’s a
present, or sometimes just to get them comfortable with the meaning
of what they’re buying (believe me I hold plenty of hands of people
scared to death about proposing to a partner). Lately I’ve spent more
time talking about the economy with my customers than what they’re
buying. Funny thing though, my sales are up significantly right now,
despite the writhings of the marketplace (and my constant discussion
of it with the customers).
The poster I referenced above also said not to talk about
restaurants, etc. until after you’ve sold a piece. I get people in
here routinely, who are not going to buy on their first trip in. I
not only will recommend restaurants (or other places to shop) but
I’ll call and get reservations for them while they’re in my store
(fortunately I have a lot of restaurants that know me well—in part
because I frequent them so often— and I can routinely get
reservations when none could be had normally). Sometimes I’ll even
set it up so that their first drinks are on me (the restaurants just
know to bill me). The next time they come into my store, I know that
they’ll buy something. Sometimes it’s much simpler than that though.
Sometimes it’s just treating people nicely. I routinely sell things
to people who have been in other stores and been ignored, or told
that they HAVE to do something one way only, or that what they want
is stupid. Listen to the customer first, then talk TO them, not AT
them.
Jewelry also has to have a perceived value to the customer.
Perceived value can be created in a myriad of ways–whether it’s the
display the goods are shown in, the intrinsic metal or gem value, the
design (it’s different so I like it), their confidence in or
perception of the jeweler, etc. It doesn’t really matter how it’s
priced, if the perceived value isn’t there you’ll never sell it. It
sounds like you work mostly in silver. Perhaps you should add a
little gold to it (even just making the earwires from gold), and
raise your prices accordingly. Customers believe that gold has more
value, hence the perceived value of your pieces is higher. Even if
you don’t add gold, it probably wouldn’t hurt to raise your prices.
It sounds like you spend a lot of time on the work, so it should be
priced accordingly. If you’re going to spend a lot of time telling
the customers what went into it, and it sounds like a lot of work,
the prices should reflect that.
Absolutely hand out your cards. Maybe even write a personal note on
the back while they’re there. Show them that you’re real. Sell
yourself, not your product. Encourage people to look around (nothing
makes people feel more confident about buying from you then telling
them to go look at other jewelers). Look to the future. It’s not how
much am I going to make today, it’s how much am I going to make next
year, or in 5 years if I make these people my friends and customers.
Daniel R. Spirer, G.G.
Daniel R. Spirer Jewelers, LLC