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KIDS KREATIVE KORNER |
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KIDS KREATIVE KORNER |
They say, "The customer is always right." But what about those times YOU KNOW they're totally wrong? By Bonnie Drew
If anyone knows difficult customers, its Anthony Aiello, age 13, from Piscataway, NJ. He's been helping customers find what they need in his uncle's lumber yard and hardware store for five years.
And if that isn't enough, he's also a stand-in sales person for his parents' cabinet business right down the street. Last year, the president of Adelphi Kitchens was so impressed with Anthony's sales presentations for cabinets that he tried to hire Anthony to train his adult sales force!
I asked Anthony the hardest questions about sales I could think of. Here are some of his answers:
HOW WOULD YOU DESCRIBE YOUR TOUGHEST CUSTOMER?
Anthony: I can usually tell the tough customers by their body language. Their arms are folded or their hands are in their pockets. They look totally bored or annoyed. If you try to catch their eye, they look away. You can almost feel them saying, "Don't bother me."
SO THE CUSTOMER DOESN'T WANT TO TALK. WHAT NEXT?
Above all, don't pester these people. Just politely ask if there is any way you can help. Then play it cool and wait for them to come to you. Don't stress yourself out over one grumpy customer.
HOW DO YOU SPOT THE EASY CUSTOMER?
The easiest customers are those who look open. Their arms hang loosely at their sides. Their eyes look right at you. They look relaxed. They nod in agreement and they ask lots of questions.
CAN YOU TAKE ADVANTAGE OF "EASY" CUSTOMERS?
I like to sell because I like people. I enjoy finding out what people need. It feels good when I match them up with the right product. If you treat customers right, they keep coming back to you again and again. That's the professional way to look at sales.
DO YOU BELIEVE THE CUSTOMER IS ALWAYS RIGHT?
I believe customers always have a right to their opinions. Don't argue. If you disagree, just say, "Here's another idea you might consider." Then show them the product you think is best. If they still don't change their mind, that's all you can do. And besides, they'll be back.
Bonnie Drew is the author of FAST CASH FOR KIDS (2nd edition), published by Career Press (1-800-227-3371). She is also the creator of the KIDS BUSINESS software for young entrepreneurs, available from Homeland Publications (713-332-9764).
Drew is also Editor of Young Entrepreneur magazine, published by Kid's Way, Inc., a company that helps youth prepare for business and the workplace of the 21st century. For more information, write to Kid's Way at 5589 Peachtree Rd, Chamblee, GA 30341 or call toll free 1-888-KidsWay (1-888-543-7929).
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