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

Chapter 4. Keep in mind how you like to be treated

It's almost too simple. It closely resembles the old Golden Rule: "Do unto others...." Sales Ambassadors start with their own personal impressions. They evaluate the service they receive in situations all the time.

Here are some of the frequent responses that people give when asked the question "Why are you loyal to certain places?"

"They remember my name."

"The Sales staff is never pushy."

"I feel good when I enter."

"It is a positive experience. Even if I do not buy, people are glad to see me and help me."

"The staff is honest and sincere."

"The Sales Ambassador sent me a 'th ank-you' note."

Customers will also reveal the way they like to be treated. We all have different preferences for how we want to be approached. Sales Ambassadors observe and analyze behaviors. For example: "Is this someone who likes to be left alone for a while or who would prefer more immediate assistance?" The ability to have a flexible and adaptive style is essential in building customer relationships with a variety of people.

The strength of a brand and the quality of its creations do of course play a role. But much more derives in large part from the quality and service given by the Sales Ambassador.

How do you like being treated?

Develop an adaptable approach.