High-quality service and motivation of sales staff

If you ask people related to retail what good service is, most will say that it is high-quality customer interaction, but almost no one says that it can be in the very first place - it is high-quality service to their own employees. Not only retail, but also office.If in your company, from the point of view of motivation, there is only a suppression of the negative behavior of your staff, but there is no positive reinforcement, for example, high-quality customer service, then what kind of culture are you creating in your company, in stores or online? Think about it, will your staff try to avoid mistakes or, on the contrary, strive for new achievements and positive experiences when communicating with customers? The main problem of most retail players is that the desired behavior is stimulated in terms of personal sales or quality service, but when the sales consultant reaches these indicators, he is told: "You can do it!" at the same time, forgetting that employees must be given some kind of carrot for the results achieved. Not necessarily material.So, if you, as a store owner, decide to provide premium service to your own customers (which would you recommend, thereby increasing the amount of the average check), oddly enough, you need to pay attention, first of all, to your own behavior as a manager. If you come to a store and pay attention only to the shortcomings, while practically not noticing how someone from the sales staff tries and performs feats. Talk only about sales, the volume of the cash register at the same time, not forgetting to remind them that if they do not fulfill the plan, they will be fined, then this ... great only for short-term business results. But this does not produce long-term results - in the form of an incentive for sales staff, and as a result, your bargaining for the next season.The role of each manager is to provide high-quality service to the employees of their organization. A customer cannot be satisfied if the seller who serves him is convinced that he will not do it - no one will appreciate it, therefore, why should I strain and smile at this as his name... to the client!As a result, the manager notices a similar attitude of his sellers to customers and fines them. Forgetting that it is the head, as a person who, in theory, should inspire his staff to achieve new results, and is the reason for this behavior. As a result, it is not the sales staff who is fined, but the manager and his business.Thus, setting up high-quality service, as well as sales, should start from the head! At the same time, no one cancels the results and fulfillment of sales plans. Sales and quality service are a marriage of convenience. If we want to get good results, then we need to set up sales, that is, train and control our sales staff, and provide impeccable service. If the sale is focused on a short-term strategy, meaning the ability to sell to a customer who has just entered, then a high-quality service assumes a longer-term perspective, through repeated purchases and recommendations to your friends (for which very large sums are spent). As they say, for the client's money, only a positive experience! So that every client feels that communicating with them is the best thing that happened that day!So, where do I start? Pay attention to the existing salary system for sellers, what does it stimulate? Service? Sales? Or maybe a "vacation of goods", where you don't have to strain too much? If you find a salesperson with excellent service, how will you react? And your managers?For example, on October 9, 1999, the well-known IKEA company held a "thousandfold thank you" campaign for its employees. All the proceeds on this day were distributed among the employees of all stores in 28 countries around the world. Moreover, the company's management allowed employees to hold promotions on the eve and attract customers to the store in every possible way, which created a special sense of responsibility and understanding that is necessary for the effective operation of stores. Another interesting example is from the Zingermans network, where each employee writes down a customer's compliment about the service and product quality in a special form. According to the results of the month, the "star of the service" is determined and valuable prizes are awarded. The most interesting thing is that not only the "star" is awarded, but also the one who nominated him for the award. This happens in the form of a game, which gives the staff a lot of pleasure, thereby paying attention to what happens in their work, rather than avoiding mistakes.Delta's management, all its office managers and some of the customers were given coupons with the following text: "You've just been caught doing brilliant service," where all you had to do was enter the seller's name and put your signature! This became a good alternative to the Secret Shopper program, as the results not only assessed the level of service, but also directly affected the reward and the good mood of the sellers.Summarizing, we can say that important criteria for the effective work of sales staff in the field of sales and quality service are the policy of management and management of sales staff, as well as the remuneration system, namely, what does it stimulate? And if you have determined for yourself that high-quality service is directly related to the financial success of the store, then choose options through which you will encourage sales staff for impeccable customer service. At the same time, by his behavior and attitude towards sellers and cashiers, emphasizing the importance of high-quality service! Les adeptes des machines à sous trouveront sur 1xBet un terrain de jeu idéal pour faire tourner les rouleaux. Pour débloquer le package de bienvenue, il est indispensable d'utiliser le code promo 1xbet lors de la procédure d'enregistrement sur la plateforme. Ce code offre un bonus casino pouvant atteindre 1 950€ ainsi que 150 tours gratuits sur des jeux populaires comme Sweet Bonanza ou Gates of Olympus. Ce généreux bonus est réparti sur les quatre premiers dépôts, avec des montants progressifs et des tours gratuits supplémentaires à chaque étape.