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Employee Manual Ideas
CUSTOMER THINKING
THE FIRST STEP IN BECOMING A SUCCESSFUL SALESPERSON IS LEARNING ABOUT THE CUSTOMER’S THINKING AND HOW TO RESPOND TO THIS THINKING.
YOU MUST REMEMBER THAT “BEHIND EVERY SALE IS A PERSON.” IF YOU TREAT YOUR CUSTOMER AS A COMMODITY (SOMETHING BOUGHT OR SOLD), YOU REDUCE YOURSELF TO A PEDDLER. ALWAYS PUT VALUE ON THE BUYER, HE/SHE IS A PERSON JUST LIKE YOU.
MAKE SALES TRANSACTIONS SOMETHING PERSONABLE. IN OUR BUSINESS A REPEATED SALES PITCH CAN BE EFFECTIVE AS LONG AS IT DOESN’T BECOME MECHANICAL. BE CONSCIOUS OF YOUR CUSTOMER AND HIS/HER NEEDS.
YOUR MAIN PURPOSE IN SELLING IS TO “ HELP PEOPLE GET THE GOOD FEELINGS THEY WANT ABOUT WHAT THEY BOUGHT AND ABOUT THEMSELVES.” PEOPLE DON’T BUY THINGS BECAUSE OF NEED, BUT THEY IMAGINE HOW USING OUR PRODUCT WILL MAKE THEM FEEL. TO GIVE PEOPLE THE GOOD FEELINGS THEY DESIRE, CARRY OUT THE FOLOWING STEPS:
CARE ABOUT YOUR CUSTOMERS
PROVIDE TRUST AND SERVICE
FOCUS ON WHAT HE WANTS—NOT WHAT YOU WANT TO SELL HIM
PEOPLE HATE TO BE SOLD, BUT THEY LOVE TO BUY. WHEN YOU WANT TO REMEMBER HOW TO SELL, REMEMBER HOW YOU LIKE TO BUY. PUT YOURSELF IN THE BUYER’S POSITION AND REMEMBER WHY YOU DON’T LIKE TO BUY:
YOU DON’T TRUST THE SALESPERSON
YOU DON’T FEEL A NEED FOR THE SERVICE
YOU DON’T FEEL THE PRODUCT OFFERS MORE THAN THE COMPETITOR’S
YOU AREN’T IN ANY HURRY TO BUY
NOW, SEEING WHAT THE BUYER SEES, YOU CAN GO BACK TO YOUR PURPOSE OF SELLING, “HELPING THE PEOPLE GET THE GOOD FEELING THEY WANT,” AND PUT THE BUYER AT EASE BECAUSE HE TRUSTS YOU, YOU CARE ABOUT HIM, AND YOU’RE GIVING HIM WHAT HE WANTS.
ONE OF THE BIGGEST DOWNFALLS OF A SALESPERSON IS LACK OF CONFIDENCE. WHAT REALLY SELLS A PRODUCT IS WHEN A SALESPERSON BELIEVES IN IT HIMSELF, AND ALSO HAS CONFIDENCE IN THE PRODUCT HE/SHE IS SELLING. BEFORE EVERY SALE YOU HAVE TO GIVE YOURSELF A CONFIDENCE BOOST. TO DO THIS REMEMBER A PAST SUCCESSFUL SALE AND HOW GOOD IT MADE YOU AND THE CUSTOMER FEEL. GET A PICTURE IN YOUR MIND OF HOW THINGS CAN GO RIGHT. THIS WILL AUTOMATICALLY RAISE THE CONFIDENCE YOU HAVE IN YOURSELF EVEN AFTER UNSUCCESSFUL ATTEMPT. FEEL AND THINK LIKE A WINNER, AND YOU WILL BECOME A WINNER.
TO SUMMARIZE THE BUYER-SELLER RELATIONSHIP, REMEMBER TO KEEP IT PERSONAL, TO HELP THE BUYER GET THE GOOD FEELINGS HE WANTS, AND TO KEEP YOUR CONFIDENCE AT A CONSTANT HIGH.
SELLING HABITS
FROM THE CUSTOMERS NEEDS WE GO TO THE SELLER’S NEEDS OF DEVELOPING GOOD SELLING HABITS? WE WILL WORK ON DEVELOPING THESE SELLING HABITS:
HAVE A SMILE
MAINTAIN EYE CONTACT
BE FRIENDLY
HAVE A GOOD APPEAREANCE
BE ENTHUSIASTIC
BE COURTEOUS AND TACTFUL
BE OBSERVANT
BE APPRECIATIVE
HAVE AMBITION
HAVE PRODUCT KNOWLEDGE
HAVE A SMILE—A SMILE COSTS NOTHING, BUT IT WILL HELP YOU SELL MORE AND
IMPROVE YOUR IMAGE. A SMILE SHOWS YOUR CUSTOMER YOU FEEL GOOD ABOUT YOURSELF AND WILL HELP HIM TO FEEL GOOD ABOUT WHAT HE BUYS.
MAINTAIN EYE CONTACT—ALWAYS MAINTAIN EYE CONTACT WITH THE
CUSTOMER, THIS LETS HIM KNOW HE HAS YOUR COMPLETE ATTENTION.
BE FRIENDLY—ALWAYS GREET YOUR CUSTOMER IN A WARM AND FRIENDLY MANNER;
IT SHOWS YOU CARE ABOUT HIM.
HAVE A GOOD APPEARANCE—ALWAYS BE NEAT, CLEAN AND WEARING REGULATION UNIFORM; THIS SHOWS HOW YOU FEEL ABOUT YOURSELF. IF YOU LOOK GOOD, YOU FEEL GOOD.
HAVE A GOOD APPEARANCE—ALWAYS BE NEAT, CLEAN AND WEARING REGULATION
UNIFORM; THIS SHOWS HOW YOU FEEL ABOUT YOURSELF. IF YOU LOOK GOOD,
YOU FEEL GOOD.
BE ENTHUSIASTIC—PUT A LITTLE SPARK IN YOUR VOICE. LET THE CUSTOMER KNOW
YOU LIKE YOUR JOB BY YOUR ENTHUSIASM.
BE COURTEOUS AND TACTFUL—BE POLITE AND NEVER SAY ANYTHING OFFENSIVE TO
THE CUSTOMER. THIS WILL HELP YOUR CUSTOMERS RESPECT YOU AND TRUST
YOU.
BE OBSERVANT—OBSERVE YOUR CUSTOMERS NEEDS; LOOK FOR DIRTY WHEELS, A
DULL FINISH, OR AN ACCUMULATION OF ROAD SALT AND RECOMMEND
POSSIBLE SERVICES TO ACCOMMODATE THESE PROBLEMS.
BE APPRECIATIVE—ALWAYS THANK YOUR CUSTOMERS FOR HIS/HER PURCHASE.
HAVE AMBITION—SET DAILY AND MONTHLY GOAL FOR SPECIAL SERVICE SALES.
SETTING GOALS GIVES YOU A DRIVING FORCE THAT HELPS YOU WANT TO SELL.
MAKE SURE YOUR GOAL IS ATTAINABLE—IF YOU SET IT TOO HIGH YOU MAY
GIVE UP EASILY BECAUSE IT FEEL OUT OF REACH, AND IF YOU SET IT TOO LOW,
ONCE YOU HAVE REACHED YOUR GOALS YOU LOSE YOUR AMBITION. IF YOU
HAVE TROUBLE SETTING GOALS, ASK YOUR MANAGER TO SET A GOAL FOR YOU.
HAVE PRODUCT KNOWLEDGE—KNOW WHAT YOU ARE SELLING. TELL THE
CUSTOMER WHAT THE PRODUCT WILL DO FOR HIM AND WHY HE SHOULD
BUY IT. THE SERVICES WE OFFER ARE:
ULTRA SHINE UNDERBODY WASH
SEALER WAX SPECIAL WHEEL CLEANING
AIR FRESHENER ARMOR ALL SPONGE
RAIN X TIRE DRESSING
ULTRA SHINE CLEAR COAT—ULTRA SHINE IS A FOAMING WAX PROCESS WHICH
CLEANS ANDPOLISHES THE CAR’S FINISH. THIS PROCESS PROVIDES EXTRA
ORDINARY SHINE AND EXTRAORDINARY PROTECTION. THAT’S BECAUSE IT
CONTAINS POLY BOND WAXES WHICH PRODUCE THE HARDEST, MOST DURABLE
PROTECTIVE COATING AVAILABLE TODAY. POLY BOND WAXES SEAL OUT THE
DAMAGING EFFECTS OF SUNLIGHT, WATER, SALT, AND RAIN. THEY PRODUCE
HIGH WATER BEADING, GIVING A VEHICLE THE BRIGHT, GLOSSY FINISHING
LOOK. A SIMPLE DEFINITION IS, A FOAM WAX WHICH ENHANCE’S YOUR CAR’S
FINISH.
UNDERBODY WASH—AN UNDERBODY WASH IS A HIGH PRESSURE, UNDER-
CARRIAGE WASH WHICH FLUSHES SALT AND DIRT FROM THE UNDERSIDE OF THE
CAR. THE FLUSHING OF SALT HELPS TO RETARD RUST AND THE FLUSHING OF
DIRT FROM THE U-JOINTS, TIE RODS AND BEARING PROVIDES A SMOOTHER RIDE.
SEALER WAX—A SEALER WAX IS A HOT LIQUID WAX APPLIED TO THE CAR FTER
IT HAS BEEN CLEANED, WHICH SEALS AND PROTECTS YOUR CAR’S FINISH,
KEEPING IT BRIGHT AND BEAUTIFUL. A STRONG FEATURE OF SEALER WAX IS IT’S
ABILITY’S TO RUN INTO DOOR JAMBS AND TRUNK JAMBS PROVIDING EXTRA
PROTECTION.
SPECIAL WHEEL CLEANING—A SYSTEM TO CLEAN AND BRIGHTEN ALL TYPES OF WHEELS
AIR FRESHENER—A SCENTED ITEM TO HANG IN A CUSTOMER’S CAR TO
ELIMINATE UNPLEASANT ODORS SUCH AS SMOKE.
ARMOR ALL SPONGE—FOR PROTECTING AND BRIGHTENING VINYL, RUBBER,
PLASTIC AND LEATHER.
THE SERVICES WE OFFER WILL BE SOLD IN THREE PACKAGES.
GOOD WASH
SOFT CLOTH WASH—A HIGHLY ADVANCED METHOD OF CLEANING WHICH
IS HARD ON DIRT BUT SOFT ON A CAR’S FINISH.
BETTER WASH
SOFT CLOTH WASH
UNDERBODY WASH
SEALER
BEST WASH
SOFT CLOTH WASH
HOT SEALER
UNDERBODY WASH
CLEARCOAT PROTECTANT
SPECIAL WHEEL CLEANING
CONCLUSION
ONE FINAL THING TO REMEMBER IS THAT EVERY CUSTOMER IS A POTENTIAL SALE AND IF YOU FORGET TO ASK ONE CUSTOMER, YOU MAY HAVE LOST A SALE. SO PLEASE, ASK EVERY CUSTOMER!!!!!!
WE HOPE THIS MANUAL PROVIDES YOU WITH A FIRM FOUNDATION FOR REWARDING SALES CAREER AT QUALITY CAR WASH.
FAILURE TO ABIDE BY POLICY AND PROCEDURE OF THIS MANUAL WILL RESULT IN TERMINATION OF EMPLOYMENT AT ________.
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