sales pitch

[boomer 0]

I am just wondering what some of you's that work in LHS's use as a sales pitch to sell a piece of equipment, or even if you just have a line you like to use to help make a sale, maybe even some words of encouragement. I just wanted to know this because i jsut got hired to work at my LHS and want to just know anythign that could help me. I will glady accept any other tips some of you may have. thanks alot

[DamnLocust 0]

You shouldn't need any "lines" to sell product. Most of the gear will sell itself, given that you are well-versed in the features/fit of the equipment.

Basically, you want to figure out the wants/needs of the buyer, and best match those needs to a product. As long as you know your stuff, you should have no problem.

[boomer 0]

well said, thats pretty much what i was thinking, but i figured maybe i'd see if anyone on here had anything to say.

[DEATHTRON 19]

I just got done with 3 years in the LHS. I always tried to know my equipement before anything, that way, if anyone asked, I could just spout out facts, but more importantly, I helped them translate those facts to their needs. In the end, my honest and knowledge sold me the most every month, no lines needed.

[fatwabbit 93]

speaking from a customer's point of view, I'd try to understand they needs first: style and level of play, any physical requirements (weak ankles, deformation of foot)... quite a fair bit just to get the background of the person.

After that, it's matching the person to the right skate. The person may already have a pair of skates in mind, but you need to have a few alternatives ready just in case it doesnt turn out for them. What makes me go back is the knowledge of the salesperson, if they keep telling me that they are right, and no other skate would fit, I may consider taking my biz elsewhere.

Also, give the person time to browse around, let them know you are there to help them if they need help. To me, a person who follows me around the store shows that the person either has a lot of time (not much biz), or they think I am going to try and shoplift something.

Nothing beats it when you walk in, and are greeted with a cheery hello, how ya doing, can I help, the skates are in this area of the store, let me show you what we've got, have you got any model in mind, etc etc...

[TBLfan 25]

A good salesman doesn't use lines per se, they adjust their sales pitch to the person they're trying to sell to.

[oggy_3 0]

One thing ive noticed is when i frist started at my lhs i wasnt very confident i knew alot but my confidence wasnt there and some customers thought i was lying to them i think. so when you go to sell something don;t be shy and just be confident it will help. Another thing is if you dont know something about a product and someone else in the store does don't be scared to ask if they can wait 2 seconds while you grab that other employee I've done it quite a few times and i have never herd a complaint from a customer

[Spreedizzle 1]

The most important thing to selling is not lines or pitches.....it is using your ears and mind. Let the customer inform you of what they need, and you can then custom tailor which pieces of equipment to direct them towards based on their personal needs. If you go into sales with the preconceived notion that the "best" equipment, or what works best for you is best for everyone else. Being a great salesman as long as you are a good listener. Aside from listening, the next best thing is to be highly informed about the pros and cons of the equipment lines that you carry, and are able to educate your customer on the pros and cons and allow them to make their own decision.

[Jason Harris 31]

A good salesman doesn't use lines per se, they adjust their sales pitch to the person they're trying to sell to.

Actually, a good salesman uses a LOT of lines, because he's paid attention to how people in the past have responded to the words he's used. If they have responded favorably to the way he's described the durability of a stick or fit of a skate, he'll try to reuse that each time. At time, the pithier it is, the better, because it stands out and is more easily remembered by the customer.

I couldn't tell you what lines he should be using, because he'll develop those over time, but a good salesman develops a pitch over time and says it enough times that it sounds like he's saying it for the first time because it sounds so sincere.

[JR Boucicaut 3803]

Just learn the product in and out. Know what to recommend for certain situations...keep in mind that the customer is going to have a preconceived notion on what they are going to want.

With skates, always give them options, even though it may be the wrong one. For instance, if someone with a high-volume foot wants a shallow skate. Don't tell him why it won't work - show him how. While you may know that having a boot that accommodates the skater is important, but how many kids do you see at the rink who look like they're baking bread in their skates? That should tell you that they don't know. And those are the ones who shop elsewhere, at those big "warehouse sale" types of deals. It's great - they're your customers all year except the last week of July. It's so much fun, bent blades and ill-fitting skates galore.

So, in a nutshell, the best "pitch" in a LHS is an informative one, not one based on sales. It allows the customer to be a part of the decision process, and not feeling as if they had the product forced on them.

[Chadd 916]

Just learn the product in and out. Know what to recommend for certain situations...keep in mind that the customer is going to have a preconceived notion on what they are going to want.

With skates, always give them options, even though it may be the wrong one. For instance, if someone with a high-volume foot wants a shallow skate. Don't tell him why it won't work - show him how. While you may know that having a boot that accommodates the skater is important, but how many kids do you see at the rink who look like they're baking bread in their skates? That should tell you that they don't know. And those are the ones who shop elsewhere, at those big "warehouse sale" types of deals. It's great - they're your customers all year except the last week of July. It's so much fun, bent blades and ill-fitting skates galore.

So, in a nutshell, the best "pitch" in a LHS is an informative one, not one based on sales. It allows the customer to be a part of the decision process, and not feeling as if they had the product forced on them.

I couldn't agree more. The closest you should ever come to a "pitch" is when you really believe in a particular product or you think it is something the customer should try. A good example is when I was selling Mission L7 gloves; I would point out that the $20 difference (from the L5) for the grippier palm would save money over the course of the gloves because they could buy non-grip sticks.

The more you know about the gear, the easier it is to get customers into gear. That said, I have always been the kind of guy who wanted customers to try on everything and make their own decision. Frequently between price point and features, the customers are going to narrow down the field quite a bit anyway.

[lb33knight 0]

Nothing can be substituted for honesty. If a customer has a question about a product don't be afraid to tell him the good AND bad points. If they feel that you are being honest with them, they'll trust you. And the next time they need something, where do they think they'll go? To see you because they feel that you won't lie to them to just make a sale.

[Chadd 916]

Nothing can be substituted for honesty. If a customer has a question about a product don't be afraid to tell him the good AND bad points. If they feel that you are being honest with them, they'll trust you. And the next time they need something, where do they think they'll go? To see you because they feel that you won't lie to them to just make a sale.

It's about building relationships, not just making sales. My former partner and I used to argue about that all the time.

[Go Pio's 0]

100% agree.

A good salesman doesn't use lines per se, they adjust their sales pitch to the person they're trying to sell to.

Actually, a good salesman uses a LOT of lines, because he's paid attention to how people in the past have responded to the words he's used. If they have responded favorably to the way he's described the durability of a stick or fit of a skate, he'll try to reuse that each time. At time, the pithier it is, the better, because it stands out and is more easily remembered by the customer.

I couldn't tell you what lines he should be using, because he'll develop those over time, but a good salesman develops a pitch over time and says it enough times that it sounds like he's saying it for the first time because it sounds so sincere.

[JR Boucicaut 3803]

Also - keep the "Well, this is what I use" to a minimum. Everyone has preferences. You can use that to a certain point and say what you like about the stick, but too many hockey players who work in LHSs use that. Major cliche and if you have to constantly use that to gain credibility and respect with an customer, they'll see through it every time, especially if they are a repeat customer.

I saw it once at my previous employer - guy said that about EVERY product. I thought to myself, "If that customer puts 2 and 2 together the guy would own 10 pr of skates."

[sabres48 0]

Best line to get a customer to buy a product...

"If you dont, somebody else will"

lol...jk

[JR Boucicaut 3803]

You don't want to know what my best line is to respond to your posts on here. And I'm not jk.

[Chadd 916]

Also - keep the "Well, this is what I use" to a minimum. Everyone has preferences. You can use that to a certain point and say what you like about the stick, but too many hockey players who work in LHSs use that. Major cliche and if you have to constantly use that to gain credibility and respect with an customer, they'll see through it every time, especially if they are a repeat customer.

I saw it once at my previous employer - guy said that about EVERY product. I thought to myself, "If that customer puts 2 and 2 together the guy would own 10 pr of skates."

I hate the guys that can only tell customers "that's what I use". I used to have people ask me, but to me it was always important to tell them what I liked about the product and not just that I used it. You should be able to say something positive about every product that you have on the floor. If you can't, you shouldn't be selling it. "I got a good deal on them" really shouldn't be the primary factor.

[Jarick 5]

From my five years in retail sales:

CARE

Contact - greet every customer even if it's just a smile or hello in passing while helping another customer. Let them know you or somebody will be with them shortly. That's called "stacking" customers and it makes a world of difference so they don't feel ignored. When contacting, don't ask closed-ended questions like "are you finding everything okay" or "did you need help", ask open-ended questions like "what brings in in today" and "how are you doing". That gets them talking.

Ask questions - ask them questions about their level of play, what experience they have, how often they want to use it, if they have any preferences, how much they're looking to spend, etc. You have to know what they need in order to sell.

Recommend - based on those questions, recommend a product. You have to know all your product lines and determine what would work for them. If you really want to drive sales, go with a best, better, good approach starting them with the best product to meet their needs and working down. I didn't like that because I didn't like shaking down customers but to each his own. I'm not a salesman. And if you REALLY want to go all out, you would want to show all the accessories for that product, assuming accessories are high margin and you want to make more money (i.e. tape and grips for sticks, colored laces, stick wax, mouthguards, etc).

Encourage the sale - Don't just show them the product, you need to encourage the sale. Ask if that's going to fit their needs, is this something you'd be interested in, should I ring this up for you, etc. A better salesman can be smooth without being pushy. I generally didn't stress this too much but like I said, I'm not a salesman.

So there you go. Selling 101.

[Chadd 916]

Encourage the sale - Don't just show them the product, you need to encourage the sale. Ask if that's going to fit their needs, is this something you'd be interested in, should I ring this up for you, etc. A better salesman can be smooth without being pushy. I generally didn't stress this too much but like I said, I'm not a salesman.

I hate it when people try to "close" me when I buy something and most people I know say the same thing. Sure you want them to buy from you, but most people are way too heavy-handed when they try to pull it off.

As for the add-ons, that's a double edges sword. I always used to ask every customer "need tape or laces with that today?" Doing something minimal like that is a great way to get add on sales. Pitching every accessory under the sun can cost you future sales as some people will think you're trying to soak them.

[Allsmokenopancake 0]

"I need skates"

"Whats your buget, and what level do you play"

That sold me, was interested in what I NEEDED and could afford. Didn't try to sell me $500 skates for beginner league. Said these should do for a few seasons if I looked after them, were stiff enough blah blah.

Said I could go up to the next level for $x, but I would have everything I needed in the lower model.

Didn't try to oversell me, or belittle the product in my buget to guilt me into a higher priced product.

Because of that, I go back for everything, laces, sharpenings, gloves, practice jerseys, sticks, and any future business I can throw his way.

When I go in for sharpenings, he recognises me, even though I'm not a big spender, asks how my game is coming along, if the skates are still holding up fine.

You don't need a "pitch" you need to treat the customers with respect, regardless of their budget, and it will show in their future business.

Anyone that asks where they can get anything, I try as often as possible to get them to go to this LHS too

[TBLfan 25]

A good salesman doesn't use lines per se, they adjust their sales pitch to the person they're trying to sell to.

Actually, a good salesman uses a LOT of lines, because he's paid attention to how people in the past have responded to the words he's used. If they have responded favorably to the way he's described the durability of a stick or fit of a skate, he'll try to reuse that each time. At time, the pithier it is, the better, because it stands out and is more easily remembered by the customer.

I couldn't tell you what lines he should be using, because he'll develop those over time, but a good salesman develops a pitch over time and says it enough times that it sounds like he's saying it for the first time because it sounds so sincere.

Not lines, key words yes but lines... not soo much. I've never seen a reason to use lines, but of course some keywords are to be used and some shouldn't be used because they draw a negative response. Basically the only lines that I feel should be used is the opening line and that's only if you can't get them casually talking. I find people respond better when you are more personable and don't sound like you're spouting off lines.

[DarkStar50 679]

There is a lot of good advice here already. One of the things to remember is that everyone plays hockey at a different level- beginner, house league kid, travel hockey player, travel hockey AAA player, and adult beer leaguer, as well as a few levels in between. That is why it is so important to find out how often they play and the level they play at. It is important to match the equipment to the level of the player. That will gain a large amount of trust with the customer when they know you are matching what they need to how often they play and at what level of play.

When working with the younger(under 12 years or so of age), more than half your effort is going to be directed to the parents. Show them how it fits, why it works for their player and how he will benefit from it. The shop guys here know that not every player needs top end gear. When you show the parent how well this pant or that shoulder pad fits their player, you have made the parent confident in the equipment. The little guys are just along for the ride sometimes and are so happy to get new gear that it is important that your job in fitting correctly is done.

It is important to show the parent that you care about how the gear fits their player. If they want a shoulder pad that is too big, show them how it fits improperly and will hurt the player, not help protect him. I like to fool around with the little guys a bit to make them feel important since they are. It is all about building trust in your relationship in outfitting the player. Once the parent sees you care and it is important to you how the gear fits, they will come right back to you each time. There are a lot of customers in our shop who only want certain guys to help their kids with gear and skates. Each of us has built meaningful relationships in how their players gear fits and how they are doing with their game.

In the end, there are a few lines ("How much is your kid's head worth if you think this helmet is expensive?" Just kidding) but really if you are honest with the customer and they are honest with you, then no lines are needed to sell hockey gear.

[Jason Harris 31]

Not lines, key words yes but lines... not soo much. I've never seen a reason to use lines, but of course some keywords are to be used and some shouldn't be used because they draw a negative response. Basically the only lines that I feel should be used is the opening line and that's only if you can't get them casually talking. I find people respond better when you are more personable and don't sound like you're spouting off lines.

I think you're making the connection that using a line, or words or pitch somehow makes you less sincere. While that can often be true with some salesmen, it is not always the case.

I believe quite sincerely in the product/service I sell, based on feedback I've received from the majority of customers who have used it. However, it's a new enough concept that many prospects throw up mud on the wall as objections (I think because it's too radical). However, my sales have increased as my ability to respond confidently has increased, versus stumbling over my words. As I've discovered which words elicit a postive response from a prospect, I don't reinvent the wheel. I say these lines over and over, but calmly and confidently. As a result, my customers realize that I really am trying to help them achieve their goals.

[Aussie Joe 0]

In Aus its so different. You really need to gauge the person based on their perceived income, race and even sex in some cases. Its a majority based theory which is why you always tread carefully at the start to let them show you the type of person they are.

For Eg: I greet a customer into my retail store (we sell lights) He's an elderly looking gent, probably Greek or Italian born. That parts means in the vast majority of cases he's either A: Into something thats dirt cheap or B: Is going to haggle until he leaves with 5000000000 lights for wholesale.

I approach him carefully and make him think Im a timid guy by keeping my voice down and by averting eye contact slightly. I allow him to pick and choose his product filling any questions he has. Then I go for the gentle close.

I know its coming, and sure enough right at the end he asks "You need to give me the good price, I want your best price!" Thats when I start being pushy and tell him right now its a 50% off of everything in the store and that really you can't get a better deal. He might try and push some more, but generally if you relay the $$$'s they are saving by shopping with you during that sale they buy. Being pushy with this type of customer is important if you don't then he won't see you as a strong person and will walk all over you. Its happend to me at the start.

Note:Playing the whole "race card sterotype" thing has never been something I wanted to use/do. But in this country at least there are allot of people that fall into a set stereotype when selling to. Some ppl from diff races can share the same stereotype as listed above, but in more cases than not the elderly Italians/Greeks stick to there tried and true ways making them very predictable.

More of a guide as opposed to judgement or stereotyping off the bat.