Sales Management is centered around two goals:
• Creating a better place to shop and work
• Helping sales associates reach their personal goal
Sales Management Creed
Change the focus of sales from things in the store to rooms in the customer’s home
Change the focus in the store from company goals to individual salespeople’s goals
Team up with each sales associate to help them achieve their goals
Make the goal the thing. Keep goals at the front-of-mind every day
Measure the key factors. Traffic, close ratio and average sale. Improve the average sale
Keep score daily and give feedback to the salespeople
Meet at least monthly with each person to review performance versus goal for the year-
to-date and to establish future performance agreements
Provide training and coaching when needed
Be accountable for the performance of each individual and of the team as a whole
Be accountable for building long-term customer relationships through the sales
associate’s clientele development system
We believe that our business is driven by the needs our customers have to create a
beautiful home environment.
We believe that our sales mission is to help customers understand how to use our
products to enhance their quality of life, not just how to buy them.
We believe our store must be Customer-Driven
We believe customer satisfaction must be the basis for all policies and procedures.
We believe professional courtesy is essential to the overall harmony and growth of our
We believe each individual is ultimately responsible for his or her own growth and
success, and the company’s success is dependent upon the success of each individual
in the company.
We believe each customer who enters our store is deserving of, and will receive, an
equal and specified level of service.
We believe our store must offer an above-average combination of values that include
merchandise, pricing, and most importantly sales service.
We believe open communication is an essential ingredient to good working
relationships between management and sales personnel.
We believe good working relationships are every individual’s responsibility.
We believe our store must be PROFITABLE.
We believe we must have a strong sense of pride in our store and in ourselves.
Our Beliefs (cont.)
Sales Managers Role
“Every customer is deserving of an equal and specified level of
Customer Engagement Strategies
Customer Driven Selling
1. Sense of Accomplishment
2. Sense of Recognition
3. Sense of Belonging
Factors to Happy Employees
The store has one goal
— Be here tomorrow
The individual goals of each sales associate should be the company’s sales
Goals are the income goals of each individual sales associate
The purpose of the UPs system is provide each sales associate
with equal access to clients
Use of Traffic Log
Consistent Set of Rules
Standard set of rules for counting traffic
Correct method for filling out tally sheets daily
Consistent use of sales reports
Sales Performance Philosophy
A. Never expect anyone to do something a number of people are not doing
B. Never allow people performing below a standard to comfortably remain there
“The definition of insanity is doing the same thing everyday and
expecting a different result”
A task needs to be performed at least 10 times in a row to become a habit; it
takes only three times for a habit to be broken
— Two formal observations per month
— Continuous observations daily
“What you cannot measure you cannot change”
One Minute Praising
One Minute Reprimand
“A good sales associate will make sales happen and not just let
Customers need to be reminded of need to purchase
Customers need reinforcement of need to purchase
Customers need to feel like sales associates cares about their decision to
Tracking Interactions with Clients
Use of Client Cards/Client Database
Decisions to buy are voluntary and customers need to know that decision
The least expensive marketing is referrals or repeat customers
Sales Associates Need to Use:
Thank you cards
“A customer must possess a rare skill in order to get a fair
A. The profitability of the company is determined by individuals that have no
B. Customer never knows if he/she got the “best” price
C. Customers talk to other customers
- Differences in prices leads to discrimination
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