I was talking about selling parts with a friend of mine the other day and we both agreed that one of the best ways to improve your bottom line was to let the customer know the other items he can get from you to complete the install. It's very hard to get countermen to "lean" on a customer a little bit, but if it's not done you can end up with an irate buyer.
Case in point: In the day (I call it the BC. You know---Before Computers!) we made a list of the associated parts to sell with a big ticket item. Customers almost always price a high ticket item before they buy. Your best price will keep you in their mind. Best price equals low profit. How do you make up that mark up? Add-on sales. They usually do NOT price the additional items that they need to complete the install. So now's your chance!
Then one extra hot day, in August 1977, ten minutes til closing time, I answered the phone, "Speed Shop, can I help you?"
"Yeah, you can help me," the irritated voice on the other end responded.
"I hope yer gonna wait fer me t'git back down thar t'pick up the rest of the shit I need to put this manifol' and carb on my car tonite. Bought this stuff t'day but the feller din't say nuthin 'bout needin more stuff t'put it on."
"I'll wait for you," I said and hung up the phone.
Twenty minutes later he showed up with the manifold and carb; wanting to know why the counterman didn't sell him all the extras.
I apologized for my employee's lack of attention and promised him that this experience would be the focus of the next "sales" meeting. In about ten more minutes, I had accumulated $160.00 worth of items that he was happy to purchase and left on his merry way.
Sometimes we get caught up in the easy dollars of a quick sale and forget about taking good care of our customers. We are actually doing him a favor: making sure he gets all the items to do a credible job. It's not being "pushy" or obnoxious. It's just good customer service! And, after all, isn't that what makes customers come back?
Let me know what you think.
I have worked in the high performance parts industry since 1968. During that time I have made numerous contacts with wholesalers and manufacturers who, from time to time, have large quantities of good quality merchandise available at way below the normal pricing. I am pleased to be able to offer you some of those items. While viewing my blog I hope that you are amused with some of the things that have happened over the years. Please leave a comment.
I learned to do this years ago and I always ask the customer if he needs additional items.
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