Creating a high performance retail sales team
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Creating a High Performance Retail Sales Team. PARA May, 2005 Elly S. Valas Valas Consulting Group, LLC [email protected] Job of the Manager. Have the right people . How Does Your Team Rate? On a Scale of 1 to 5. Do I know what is expected of me at work?

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Creating a high performance retail sales team l.jpg

Creating a High Performance Retail Sales Team

PARA

May, 2005

Elly S. Valas

Valas Consulting Group, LLC

[email protected]


Job of the manager l.jpg
Job of the Manager

  • Have the right people.

Valas Consulting Group, LLC


How does your team rate on a scale of 1 to 5 l.jpg
How Does Your Team Rate?On a Scale of 1 to 5

  • Do I know what is expected of me at work?

  • Do I have the materials and equipment I need to do my work right?

  • At work, do I have the opportunity to do what I do best every day?

  • In the last seven days, have I received recognition or praise for doing good work?

Valas Consulting Group, LLC


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How Does Your Team Rate?On a Scale of 1 to 5

  • Is there someone at work who encourages my development?

  • Does my supervisor, or someone at work, seem to care about me as a person?

  • At work, do my opinions seem to count?

  • Does the mission/purpose of my company make me feel my job is important?

Valas Consulting Group, LLC


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How Does Your Team Rate?On a Scale of 1 – 5

9.Are my co-workers committed to doing quality work?

  • Do I have a best friend at work?

  • In the last six months, has someone at work talked to me about my progress?

  • This last year, have I had opportunities at work to learn and grow?

    --Marcus Buckingham “First Break All the Rules”

Valas Consulting Group, LLC


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Qualities of Top Performers

  • Do not take “no” personally

  • Accept responsibility for results

  • Above-average ambition

  • High levels of empathy

  • Intensely goal oriented

  • Above-average will power

  • Impeccably honest

  • Ability to approach strangers

    --Harvard Business School

Valas Consulting Group, LLC


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Job of the Manager

  • Have the right people.

  • Make sure they know what their jobs are.

Valas Consulting Group, LLC


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Job Description

  • Basic Function

  • Duties and Responsibilities

  • Relationships

  • Minimum Qualifications

  • “And other responsibilities that may be assigned by management when required.”

Valas Consulting Group, LLC


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Job of the Manager

  • Have the right people.

  • Make sure they know what their jobs are.

  • Make sure they know how to do their jobs.

Valas Consulting Group, LLC


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Training Doesn’t Cost…It Pays

  • The military spends up to 80% of each enlisted person’s time training for action they hope never to see.

  • Independent retailers spend less than 2% of their staff’s time training for action they desperately hope to see!

Valas Consulting Group, LLC


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Training Doesn’t Cost…It Pays!

“The Container Store invests 235 hours of formal training in every first year employee…..the retail industry average is a measly seven.”

“…for an industry that suffers from an annual employee turnover rate of 120 percent a year, retailers of every stripe could learn a thing or two from a company that enjoys an 8 percent turnover rate among full-time employees and 20 percent among part-time workers.”

--HFN 1/13/2003

Valas Consulting Group, LLC


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Adult Learning

  • Must recognize and utilize the life experiences of the learners as part of the curriculum.

  • Must be based on desired outcomes and goals.

  • Must be participatory.

  • Is best conducted in short, frequent modules.

  • Must meet the needs of the participants more than the needs of the trainer.

  • Must help them succeed as outlined

    in their job descriptions.

Valas Consulting Group, LLC


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Job of the Manager

  • Have the right people.

  • Make sure they know what their jobs are.

  • Make sure they know how to do their jobs.

  • Get out of their way and let them do their jobs.

Valas Consulting Group, LLC


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Motivation for Results

  • Show staff members you really care.

  • Make employees feel important.

  • Know the power of recognition.

  • Give positive feedback.

  • Know each employee’s hot

    button.

  • Give employees personal attention.

  • Be a leader.

Valas Consulting Group, LLC


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Measuring Sales Potential

What do your team members control?

  • Store Traffic

  • Closing Rate

  • Average Sale

  • Number of Items on each Ticket

Valas Consulting Group, LLC


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Your Store Sales Report

Valas Consulting Group, LLC


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Increasing Average Sale

  • Add features and benefits to step up.

Valas Consulting Group, LLC


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Valas Consulting Group, LLC

“Now this baby can hold up to five hundred magnets.”


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Increasing Average Sale

  • Add features and benefits to step up.

  • Step up one model.

Valas Consulting Group, LLC


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DVD Player

Valas Consulting Group, LLC

“This DVD player costs less than players selling for twice as much.”


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Increasing Average Sale

  • Add features and benefits to step up.

  • Step up one model.

  • Sell the package.

  • Add cables and connectors.

  • Add additional speakers.

  • Add accessories.

  • Add remote.

  • Add furniture.

  • Add audio.

Valas Consulting Group, LLC


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Your Store Sales Report

Valas Consulting Group, LLC


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Plan for Improvement

  • Accurately track ups.

  • Compute closing ratio regularly.

  • Set new closing goals.

  • View each sale as an opportunity to increase average sale.

  • Learn about product benefits.

  • Know each customer.

  • Evaluate each opportunity.

  • Follow-up every prospect.

  • Value ongoing sales training.

Valas Consulting Group, LLC


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Job of the Manager

  • Have the right people.

  • Make sure they know what their jobs are.

  • Make sure they know how to do their jobs.

  • Get out of their way and let them do their jobs.

  • Evaluate and coach.

Valas Consulting Group, LLC


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Holding Up the Mirror

  • Give ongoing feedback.

  • Review past performance briefly.

  • Shift focus to the future and how the employee could be more productive.

  • Give feedback privately, one on one.

    --First Break All the Rules, Marcus Buckingham

Valas Consulting Group, LLC


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The One Minute Manager*

“Catch your team members doing something right!”

*The One Minute Manager, Ken Blanchard

Valas Consulting Group, LLC


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Job of the Manager

  • Have the right people.

  • Make sure they know what their jobs are.

  • Make sure they know how to do their jobs.

  • Get out of their way and let them do their jobs.

  • Evaluate and coach.

  • Praise generously.

  • Retrain when necessary.

Valas Consulting Group, LLC


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REWARDING PEOPLE

Rule: What gets measured, gets done.

Rule: What gets done, should be rewarded.

Rule: Behavior rewarded, gets repeated.

Valas Consulting Group, LLC


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