HOPE Systems Guide During the Day 9/6/96 Page 41

During the Day

There are steps during every day which are basic for business success. They apply whether you have a walk-in trade, whether you travel, or whether your contacts are mostly by phone.

Please take a minute to review the basics.

When meeting a customer:

1) Make a friend.

2) Respond to their questions, and seek, through asking them open-ended" questions, to determine their unspoken needs.

3) Present the choices available to meet their needs, focusing on the benefits they can get.

4) Lead them toward a decision and ask them for their order.

These four basic rules are easy to follow, if nothing interferes. The job of HOPE is to:

1) Make sure it doesn't get in your way itself (i.e. make sure it doesn't interfere) by making both presentation and transactions smooth and easy.

2) Make the information which supports you in your presentations

to customers easy to access.

When waiting, be proactive:

1) Work the customer list; that is, review your past customers and others who have visited your store.

2) Keep checking your own performance. What can I do to promote business How can I promote the business even more For example, start telling customers about new merchandise and promotions already planned.

Securing Customers

A major goal of HOPE is to allow time for each co-worker to be proactive securing new and repeat business. When a person is working, he or she is a one person show. The next page gives several hints on doing this best.