Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Chapter 2. In the eyes of the customer, the Sales Ambassador is the brand

For each contact with a customer, it is important to remember that the Sales Ambassador is the brand for the customer. When your demeanor invokes positive feelings in the customer, the chances for completing a successful sale are increased. The better the customer feels about the entire process, the stronger the possibility of completing the sale will be. The term "Ambassador" is important here. The Sales Ambassador truly represents the brand.

When a contact is negative, the whole brand is seen as negative. Consider the Sales Associate who becomes exasperated or indifferent with a customer, who in turn then leaves angry and/or disappointed. The Sales Associate was the brand for the customer, a brand that has failed in her eyes.

Upstream, a great deal of energy and work has been put into bringing the creations to the customer. When bearing in mind just the designing, creating, marketing, and communication required up to this point, Sales Ambassadors understand how critical their role is in the whole process.

The Sales Ambassador's positive role is essential for the brand. If the creation does not sell, the whole process grinds to a halt.

Sales Ambassadors have a vital role to play in the brand's success.