From the course: Retail Sales Management
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The corporately shared script book
From the course: Retail Sales Management
The corporately shared script book
- I remember once a mentor of mine told me that if I wasn't prepared to answer an objection then I deserve to lose the business. He explained to me that there were only a finite number of things that a customer could say to me, and that I should always be prepared to deal with those situations. Of course there might be the odd request here and there, but I should always be prepared and ready to answer the most common customer objections. Retail is no different. All of your employees should know how to effectively and accurately respond to any customer situation, whether it's a positive interaction or a negative interaction. They should understand and know how the company expects them to respond. Now again, there are going to be scenarios that are difficult and challenging. This is where your help as a manager will be incredibly valuable. One of the things I advocate to many of my clients is the development of a corporately shared script book. A corporately shared script book is a…
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