Do you remember the MTV awards last year? On what was a particularly well crafted evening of entertainment with a good mix of humor, tears and celebration came the truck driver persona of Elinor Burkett .
Do you have an Elinor on your sales team?
You know, the one who screams, "That was my sale!"
The one who makes everyone miserable.
The one who has to say to the salesperson while the customer is at the register, "I greeted them," or "Oh you came back after you talked to your husband." They have to put the other person in their place like Ms. Burkett attempted to do to Mr. Williams.
The problem is for Ms. Burkett, the whole world was watching.
The problem for you is your whole store is watching. It is a big turnoff to any customer in earshot but especially the customer enduring the battle. Nothing screams, "WE WORK ON COMMISSION!!" more than that behavior.
If you don't have a commission system, bonus program or other incentive you never have to deal with this - too bad for you because no one is trying to be a superstar, make more money or move product.
If you have an "ups" systems, which I recommend, where each person gets one "up" to greet a customer and then moves to the bottom of the order whether they sell that customer or not, create some ground rules:
- Once the customer walks out, you do not get credit for the sale.
- Close 'em or lose 'em - no business cards given to customers to "ask for me."
- Never cut in on a sale unless the other person allows it privately first.
- Never mention whose sale it is or commissions in front of a customer or both of you lose credit.
Final thought: sometimes customers don't want the original salesperson and will intentionally avoid them. Those customers are giving your business a second chance so it is better to allow them to decide whether to speak to someone new or the original, rather than an ups system.
Set the ground rules ahead of time and you'll reduce the chances of having an Elinor Burkett barrel their way into a sale, ruining your customers' experience, and giving customers something bad to remember you by. Or worse, telling their friends on Facebook or posting a video on YouTube.
Find more tips how to manage a sales team in my book, The Retail Doctor's Guide to Growing Your Sales: How to Diagnose, Treat and Cure.