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Old 05-24-2005, 08:11 PM   #1 (permalink)
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Do you consider your employees Sales Associates? Do you consider your employees Customer Service Reps?

Which do you emphasize to your employees?
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Old 05-24-2005, 08:23 PM   #2 (permalink)
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Old 05-24-2005, 08:24 PM   #3 (permalink)
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I meant both but sales of course.
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Old 05-24-2005, 08:37 PM   #4 (permalink)
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You lean one way or another....which one? When you hold your trainings..how much is devoted to sales vs. customer service?
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Old 05-25-2005, 08:10 AM   #5 (permalink)
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Coming from a Customer Service background of many years (The Limited Inc.) I focus on sales and customer service. I do however have distinct functions for my staff to perform. On any given evening there is one sales/reception and one runner/beds. During the day I take on the function of both to cut down on overhead. I usually have one of my massage therapists here with me if it gets crazy though.

I come from the school of sales training....setting goals/rewarding/coaching&counciling if needed.
With Limited if you didn't sell you were fired basically... taught me alot.
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Old 05-26-2005, 06:27 AM   #6 (permalink)
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Emphasis is on service. We focus on having the cleanest, most comfortable, relaxing salon around. Staff know the customers and their needs. "Selling" is personalized, based on the customer needs/wants - not what we want to push.

We believe that our customers are at our salon because they appreciate the low sales "pressure" (unique compared to the salons around us) as well as our superior equipment. As a result, we have extremely high customer retention, customer referrals, and ultimately, sales. You will be fired faster for poor performance on the SERVICE side (sitting on the stool saying "last name?", not engaging with the customers and being genuinely friendly, not cleaning up-to-par, etc) than you will for slow sales.

Against the grain I know, but it works well in our salon environment.
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Old 05-26-2005, 06:37 AM   #7 (permalink)
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Ii think that is why you have to utilize the CFS approach to selling....this is not the Gary Glen Ross movie... although, I drink coffee..... of course.
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Old 05-26-2005, 07:04 AM   #8 (permalink)
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It is the CFS approach to selling - AND to service. Knowing what your customers like in SERVICE (do they need extra time, do they like to "chat", are they in a hurry, do they prefer certain goggles or rooms,...)is one of the most significant ways we stand out - and why they choose to spend their tanning money with us!

Without excellent training, many salons' feel a LOT like the boilerroom in Glengarry Glen Ross!! It is funny to hear the things customers say about their experiences in other salons - as well as hear it from the former employees!

It is a fine line to be "not pushy" in selling, yet still successful. We have many possible 'sales' opportunities - lotion, upgrades, longer term customer commitments, higher revenue & profit packages, etc. They pick the item(s) that fit the particular customer's needs. No "one size fits all" - and customers feel this difference and like it!
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Old 05-26-2005, 07:13 AM   #9 (permalink)
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I agree and it is important to utilize CFS and it is for both.......it is funny when we had to go through the training for a year...I always thought....Isn't this kind of 101 stuff or just "being a human" it always struck me as odd!
You were being trained to think about the customer and ask questions...I thought that is what you were suppose to do naturally.
If you cannot find their "pain" you cannot sell them anything or service them correctly!

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Any Advice given please consider the size of your market![ This Message was edited by: DWhite6872 on 2005-05-26 21:36 ]
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