ATTRIBUTES OF A CREATIVE SALESPERSON
In addition to having personnel who understand and apply the creative
selling process, an organization should try to have salespeople who possess
certain attributes that can make them more effective in their jobs. These
attributes, which can be grouped into mental and physical categories,
merit further discussion.
Judgment. Common sense, maturity, intelligence -- these and other terms
are used interchangeably with judgment. A salesperson knows that it
does not pay to argue with a customer. The salesperson also knows that
the firm should never be "cut" in front of customers. These
situations reflect the use of good judgment on the part of the employee.
Please note that the term maturity is sometimes used in place of judgment
but that it is not necessarily a function of age.
Tact. If an employee has a keen sense of what to say and do, many problems
can be overcome before they are created. Many employees give little
thought to the impact of their actions. A child playing with toys in
the toy store is told in a blunt manner to "quit playing with the
toys and go find your mother." While all this is going on, the
mother is standing behind the salesperson. Was a confrontation with
the child necessary? No. Could it have been handled differently? Yes.
How does the child and mother feel about the store? The feeling is not
good. This salesperson lacked the ability to know what to do and say
in order to maintain good customer relations. Be tactful.
Attitude. A good salesperson will have a positive attitude toward customers,
merchandise, services and the business. A good attitude means that an
employee is willing to accept suggestions, to learn and to apply the
steps in the creative selling process, and to not be afraid of work.
A salesperson with a bad attitude can create unnecessary problems. A
bad attitude is contagious. If any employee is otherwise competent,
management should work with the employee to develop a positive attitude.
Positive attitudes can result in sales.
Selected Physical Attributes. To be a success, the salesperson must
physically belong in the firm's particular environment. Personal appearance
and personal hygiene are important in the selling environment. IN terms
of personal appearance, a slim salesperson would be more appropriate
than a larger person in a sales position at a health spa. Equally important
in terms of personal appearance is a clothing salesman who wears last
year's clothing. He will have difficulty in selling the latest fashions
to his customers. Personal appearance does count in the selling equation.
As for personal hygiene -- body odor, bad breath, dirty hair, soiled
clothes, scuffed shoes, and unkempt hands are all reasons why a sale
may be lost. Obviously, be tactful when handling problems of personal
hygiene. An observant owner manager should keep a watchful eye out for
hygiene, problems among the staff and, when necessary, counsel the offending
employee in private about improving his or her appearance. If you don't
feel physical attributes are important, ask yourself if you would like
to buy low-calorie health foods from an overweight salesperson with
body odor. Sound funny? It isn't! Your customers will usually react
unfavorably to this and similar inappropriate selling situations.
Word of Caution. Mental and physical attributes of salespersons are
important. Management must continue to observe sales personnel in regard
to the desired traits. Either mental or physical attributes of individuals
may change over time relative to desired attributes. Management must
be aware of this possibility and attempt to correct any deviations from
desired norms before problems are created.
A business can greatly enhance its probability of success by stressing
the creative selling process, giving special attention to the desired
mental and physical attributes of a creative sales person. Good creative
selling can provide the competitive edge.
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