Episode 18: Maximizing Sales Through Exceptional Service
Episode 18: Maximizing Sales Through Exceptional Service
Hey there, store owner! Mike Hernandez back with another episode of "Smoke Break." Today, we're exploring how great customer service isn't just about making people happy – it's about growing your sales and your bottom line. Let's dive into how serving customers better leads to selling more.
I remember working with Kevin, a store owner who was puzzled. His sales were okay, but he knew they could be better. When we looked closer, we found his staff was so focused on being fast that they weren't connecting with customers. They'd ring up a coffee without mentioning the fresh donuts that had just come in, or sell cigarettes without asking if the customer needed a lighter.
Let me share a success story. Linda's store wasn't much different from her competitors, but she trained her staff to engage with customers while ringing them up. Not pushy sales talk – just genuine conversations. "That energy drink's really good with our new breakfast sandwich," or "Did you know these chips are buy-one-get-one this week?" Her average transaction value went up by 15% in just one month.
Here's what many store owners miss – satisfied customers naturally spend more. Take Bob's experience. He noticed customers would often buy a single snack item. He trained his staff to suggest complementary items – like mentioning cold drinks with salty snacks. Simple suggestion, big impact. His snack category sales doubled.
Now, let's talk about the power of product knowledge. I worked with a store that sold lots of energy drinks. The owner made sure his staff knew the differences between brands, flavors, and caffeine content. When customers asked for recommendations, they got knowledgeable answers. Result? Customers trusted their suggestions and often tried new products.
Here's something interesting about upselling – it works best when it helps the customer. Maria's store staff always asked lottery customers if they wanted to add a multiplier to their ticket. But they didn't just ask – they explained how it worked and shared stories of past winners. Lottery sales increased, and customers appreciated the information.
Think about impulse purchases. Steve rearranged his checkout area based on customer feedback. He put phone chargers near the register after noticing customers often asked for them. His staff started mentioning them to people paying with phones. Those small items added up to significant extra sales.
Training makes a huge difference. I remember working with a store where the staff thought suggestive selling was annoying to customers. We role-played different scenarios, showing how to make natural suggestions that actually helped customers. Their discomfort disappeared, and sales improved.
Let me tell you about the power of solving problems. Janet's store had a regular customer who always bought the same energy bar. When it was discontinued, her staff recommended similar options and even special ordered his preferred brand. That customer now buys all his groceries there, not just snacks.
Here's something crucial – timing matters. Tom noticed his breakfast crowd was always in a hurry. He trained his staff to be extra efficient but still make quick suggestions. "Your coffee's ready – would you like to grab a fresh muffin for later?" Simple, fast, and effective.
Here's a question to check your understanding: Why is it important to train staff on both product knowledge and suggestion techniques, and how do these skills work together to increase sales? Think about it, and we'll discuss the answer in our next episode.
Your action item for this week: Pick your top three selling products. For each one, identify two complementary items that naturally go with it. Train your staff to suggest these pairings and track the results for a week.
That's all for today, store owner! Remember, great service and increased sales go hand in hand – when you help customers find what they need, they'll reward you with their business.
If you found this helpful, don't forget to subscribe to our channel and share it with fellow convenience store owners. And for more in-depth content, head over to cstorethrive.com.
Thanks for joining me on this Smoke Break. I'm Mike Hernandez, and I'll see you in the next episode!
