If they were just looking, they'd go to a Museum

Here's a question I got from a client the other day. "Do you have a Tip re: customers who are "just looking"? I am trying to explain to my employees that if people were "just looking", they'd go to a museum." GREAT QUESTION… and I'll be using your "they'd go to a museum" in my sales training.

My answer: Change your entire thought process when greeting a client. Instead of thinking about selling. Think about making a friend. Questions are great, but often, you can just make a statement. One of the very best resources for training and understanding this whole attitude and sales approach is Jeffrey Gitomer's book, Customer Satisfaction is Worthless, Customer Loyalty is Priceless.

With the above in mind, remember one of the basics of sales. Never ask a question that you won't like the answer to. One of the best ways to get around the "I'm just looking" answer is to ask open ended questions. Those are questions they can't simple give you a yes or no answer, but questions that allow you to get more information from the prospect.
Don't ask:
Can I help you? - No, just looking.
What are you looking for? - I'm just looking.

Ask:
Pet - What kind of dog do you have?
Wine - That's a very dry Chardonnay.
Hardware - That mower is rated "Best Buy" by Consumer Reports
Maternity - When are you due?
Gift Shop - Are you already collecting Studio 54?
Children's Clothing - That line wears forever.
TMS at trade shows - What kind of store do you have?
Where's your store? What kind of bags do you use?
Do you have a point-of-sale system now?

Be prepared. Work with your team and come up with at least 6 different questions you can ask to make a friend.

Keith Lee, owner of American Retail Supply headquartered in Kent, WA became president of the business in 1981 and later bought the business from its founder Dick Thompson. Although Lee credits much of their growth to increased product offerings and what he calls ‘the best client service in the industry," he attributes the companies Herculean increase to the discovery of the world renowned Marketing Guru, Dan Kennedy. Keith recently became trained as a Dan Kennedy Certified No B.S. Business Adviser where he delivers what he calls Kennedy’s ‘Magnetic Marketing Strategies.’ As a Kennedy trained adviser Keith offers entrepreneurs what he calls ‘The Most Incredible FREE Gift Ever’ containing over $700.00 of business-building information from Dan Kennedy including Gold Inner Circle Membership. Visit http://www.LeeMarketingGroup.com or http://www.NoBSPugetSound.com for more details.