Welcome traveller! This space is the result of things learned througout years, not only in retail but in general. Evidently it will focus on retail – luxury retail to be more specific. It shall help Boutique Managers to better do their jobs – to manage clients, teams & turnover as very often HQ’s by givie by […]Read More Welcome
While connecting and bonding with your customer, you find out he is a thinker (PCM) and communicating from his ADULT ego state, which is most likely predominant for this profile.How has anything you say, to be wrapped, in order to be understood? – As he is receptive for data and pure transactional content, may be […]Read More Tell stories, damn it!
Selling Ceremony – what a nauseous word! As you do not sell, there cannot be a selling ceremony. The definition of ceremony reads as follows: ceremony/ˈsɛrɪməni/noun a formal religious or public occasion, especially one celebrating a particular event, achievement, or anniversary. “the winners were presented with their prizes at a special ceremony” the ritual observances […]Read More ceremony /ˈsɛriməni/
As a Sales person, you don not sell – not any more and this since quite a while, welcome to the brave new world! Once upon a time…, people came to stores with a preconcieved idea of what they wanted – the task was not to sell something, but rather to fulfill a real need. […]Read More Selling?
Taibi Kahler is terrific a psychologist guy, who started with Transactional Analysis and added some other concepts to it, which resulted in the PCM (Process Communication Model), which is may be one reason why PCM sounds quite close to TA, but has a different angle to it – may be it is more simplified, as […]Read More Process Communication Model
Intro This is a biggy – I mean you really can study that and yes it is hard and needs your full attention and I hope you will find it useful, as it was a hellufajob to put the pieces together in order to express what I want to say. The shortest of all versions: […]Read More Transactional analysis – an introduction
To whom are you talking to? Besides the two cognitive systems we just saw previously – Daniel Kahnemann’s book really should be read by anyone in sales, we also have an entire set of psychological explanations on what communication is and how it works – an elemantary of which is the preferences of each of […]Read More To whom are you talking to?
Communicating – at the base We all have certain habits of seeing things and our brains learned to interprete exterior impulses in specific ways. – A nice example to illustrate this is art: Can you imagine the shock of the public when they first saw the painting “impression, soleil levant” from Claude Monet in 1874? […]Read More Communicating – at the base
Don’t mix relationship building with CRM, related? – yes; the same? – certainly not. CRM what it is and what it is not. Today no company can survive without efficient CRM mechanisms – yet every boutique will die, if CRM mechanisms are implemented and used as they come, usually. CRM has various sets of mechanisms […]Read More Relationships aka CRM
Customer centricity, customer focus, service, deliver experiences, … yes, ok. But how? First of all, it is the people, again – you say, yes again and only them. To identify colleagues with the right attitude for your business, matching the brands philosophy has been mentioned here quite often and many times. Let me today remind […]Read More Service really, really matters
The most important asset of your operation are your people – believe it or not. Unfortunately not everyone thinks like this and thus I feel the urge to explain myself – again. Your product is interchangeable. Fully. There is no difference between the benefit of an LV-bag and a Gucci bag, there is only a […]Read More People really matter