Starting a new career in sales, especially in a high-end furniture store, can be both exciting and intimidating, writes industry training specialist, Adam Hankinson (Furniture Sales Solutions) – the key to success lies in confidence, product knowledge, and a genuine desire to help customers find solutions to their needs. Here’s how to navigate this journey effectively, even if you’re just starting out …
Basic product knowledge
Understanding the basics of the products you’re selling is crucial. When we’re first starting out, we’re obviously not going to know all the ins and outs of every product like an experienced salesperson might. However, it’s still helpful to impart the small amount of product knowledge that we might have to the customer.
For example, by knowing a handful of key things: options – the layouts and sizes on show are likely not the only ones you’ve got available, and you may have the same style in a variety of options; range – learn which tables, wardrobes, drawers etc come as part of a range; and lead times – you’d probably know from your ticketing what was in stock and what wasn’t (otherwise, you’ll get to know that particular manufacturers usually have specific lead times, for example, Venjakob lead times might be 12 weeks).
You’ll soon be able to answer the majority of customers’ most frequently asked questions.
Being helpful
View selling not as a transaction, but as an opportunity to help customers solve a problem or fulfil a need. If a customer is looking for a comfortable yet stylish sofa, your role is to match them with the perfect piece. This mindset not only makes the process enjoyable for the customer, but also lessens the pressure on you.
Creating inner confidence
Confidence comes from within. Remind yourself daily that you are capable, and here to help. Dress well, maintain good posture, and smile. Positive body language can significantly boost your confidence and make customers feel more at ease.
Basic questions to ask
Asking the right questions can uncover your customer’s needs and preferences. Start with: what room are you furnishing?; what style do you prefer?; and what are your configuration/colour/comfort preferences?
These questions help guide the conversation and show that you are interested in meeting their specific needs.
Handling rejection
Rejection is part of sales. If a customer decides not to buy, don’t take it personally. Politely thank them for their time and express your willingness to help in the future. Every interaction is a learning experience and an opportunity to improve.
Explaining payment options
High-end furniture often comes with a high price tag, so be ready to discuss payment options, including financing. Clearly explain the benefits, terms, and any interest rates. For example, “We offer 0% financing for the first 12 months, which can make purchasing this set more manageable.”
Viewing it as a friendly conversation
Approach each interaction as a friendly conversation. Customers appreciate authenticity and genuine interest. By being personable and attentive, you create a pleasant shopping experience that encourages customers to return.
Asking for the order
When you’ve never done it before, asking for the sale can be daunting. A straightforward approach works best. For instance, after discussing a stock product’s benefits, you might say, “We’re in your area this Friday, does that work for you for delivery?”, “You said you wanted it as soon as possible and the lead time is 12 weeks, shall we get this ordered for you?” or, “How would you like to pay?,”
These questions are direct, yet friendly, guiding the customer toward a decision.
In summary, succeeding as a new salesperson in a high-end furniture store involves combining basic product knowledge with a customer-focused mindset. By asking the right questions, maintaining confidence, and viewing each sale as a helpful conversation, you’ll not only ‘fake it till you make it’ but genuinely thrive in your new role.
