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

Chapter 26. The Power of timing

Timing is the art of knowing the right moment to do or say something. Timing touches all aspects of our lives. You can move too quickly or not fast enough. Each person operates at different rhythms. An approach that is much too fast for one individual may be too slow for another. What is slow for one customer could be too pushy for someone else.

Customers who have just come into the boutique (of course after being greeted and acknowledged) often need to get into the atmosphere for a few moments before having any conversations or exchanges with a Sales Ambassador.

Timing does not only come with experience. It comes with an ability to observe and "feel" each situation. It is also the understanding that the timing will be different each time. Each new element changes the timing.

Timing can be seen from several angles:

• Offering time: People from certain cultures need more time to reflect and select what they want to purchase.

• Offering silence: In certain situations saying nothing encourages the customer to speak and therefore give you valuable clues.

• Timing in making a choice: Questions such as "How do you feel about this model?" asked at the right time by the Sales Ambassador will help focus the sale.

• Offering alternatives: Knowing when to propose another option when the Sales Ambassador feels the customer may want to see something else.

• Timing to conclude: When the Sales Ambassador sees that the customer is pleased with the offer, a sincere compliment to move ...