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

Chapter 70. Be aware of buying signals

A customer acts differently when she decides to purchase something, even if the three words "I'll take it" have not been said. Sales Ambassadors know that the decision first takes place in the mind of the customer and then in the expressed words. They pick up on the buying signals so that the conclusion is successful.

Body language and head movements differ according to what is going on in the customer's mind. Some clues may be a sparkle in the eyes and fewer questions. The model is held in the hand or worn, and the customer answers her own objections. Sometimes wanting information concerning the maintenance and guarantee, or an enquiry concerning payment, can be a signal.

Customers are not the same when it comes to concluding. Some appreciate a bit of silence to reflect. Others need more persuasion from the Sales Ambassador.

Some customers may feel that they have given a clear signal and expect the Sales Ambassador to pick up on it. If the Sales Ambassador misses the signal, the customer may interpret the delay as a negative and walk away.

Many Sales Associates have lost a sale right at the conclusion by failing to pick up on the buying signals. Some sales are also lost because the Sales Associate has failed to establish a person-to-person relationship and has failed to discover the real desire of the customer.

Watch and talk to Sales Ambassadors about concluding. Remember that customers are different. This remains true when it comes to concluding, ...