Never say, ‘Will that be all?’ Sometimes I wish I owned a chain of convenience stores – like Quickie Marts or 7-11s. Everday they get a gazillion customers in their door to pay for gas, buy soft drinks, chips, or the newspapers.
But what do their customers usually hear at the point of sale at the convenience stores? ‘Will that be all?’ And what do their customers say most of the time? ‘Yep. That’s it.’

I might recommend to these stores that they train their people to ask one question : ‘Have you have this week’s TV Guide? Because I know a secret – most of the people in the United States own a TV. And if they handed the new TV Guide to a gazillion customers everyday they would not sell a gazillion copies, but they might sell a zillion. And that’s called making the most of your traffic flow.
Now think about what happens in your wireless retail stores. Try to visualize this interchange between a salesperson and a customer who buys a new phone :
Your salesperson says, ‘Will that be all?’
Your customer says, ‘No, that will not be all. I’m interested in an extra battery, an auxiliary power outlet adapter [once called the now archaic, ‘cigarrette lighter adapter’ or cla], earbuds, and a leather carrying case.’

How often might you see this kind of response? Not often, if ever. On the contrary, in the majority of cases it is much more likely you will observe the weak, ‘Will that be all?’ used by lazy salespeople, who don’t have the energy or enthusiasm to help their customers. And you will see their customers walk out of your store without the accessories they need.

Our advice is simple : Encourage your salespeople to say something like this, ‘You’ve just bought an excellent phone and service plan. May I show you something that will help you get the most of your purchase?’ This magic phrase works almost every time. Most people will allow your salespeople to make recommendations, and when they do they’re half way there.

But to sell accessories requires discipline. Salespeople must recommend accessories every time – repeat every time. Make it manditory. Nobody leaves the store without at least one accessory recommendation.
Put us to the test. For example, show a headset to every customer for a week. Track how many new high gross profit headsets you move out the door – on purpose – and you’ll soon see how well you are making the most of your traffic. And you’ll discover new profits in wireless retailing.

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 ©2005 by The Edmond-Howard Network