What are the pre-greeting assumptions furniture sales-persons should bear in mind?

PRE-GREETING ASSUMPTION #1

My next customer needs more furniture than she will ask for today.

You have probably noticed that most customers say they are looking for just a single item or piece of furniture. It is important for you to remember that to create the beautiful

home environment the customer is seeking, he or she will need much more than the

single item or two being asked for today.

PRE-GREETING ASSUMPTION #2

My next customer is not aware of her total furniture needs.

It is not the customer's fault that he or she is not aware of the total furniture needs

for the room. But it will be very helpful to them if you make this assumption with every

customer and to gently begin raising their awareness. The following pages will show you how.

PRE-GREETING ASSUMPTION #3

My next customer can spend more money than she is planning to spend.

You know this one is true, don't you? That's because it is usually true for you and all your friends. We very often spend more than we planned on an important purchase.

It may be that we did not start our shopping with realistic expectations of what a given

product really costs. Or, more likely, when we saw the item or items that would provide exactly the look, comfort and excitement we were seeking, we were happy to pay more for it. Key point: always show your customers the items that will solve their decorating problems or meet their needs, even if those items are somewhat more than the customer said she wanted to spend.

PRE-GREETING ASSUMPTION #4

My next customer cannot explain her total furniture needs.

Perhaps the customer has a vision of the beautiful room they would like to create. Maybe they saw it in a magazine or a movie or in a model home. But they do not know how to explain that look to you. They do not know the language of our profession. That's why they need you. Don't be frustrated by customers' inability to explain their needs. It is true for almost all of them. Be empathetic, and you will distinguish yourself from all of your competitors.

PRE-GREETING ASSUMPTION #5

My next customer is afraid of making a mistake.

This is perhaps the most important of all the Pre-Greeting Assumptions. Customers have

this fear because:

• They have made home furnishings mistakes in the past

• Unprofessional salespeople have sold them the wrong products

• They do not want to be taken advantage of on quality or price.

PRE-GREETING ASSUMPTION #6

My next customer is a candidate for an in-home visit.

When you go to the customer's home:

• You can see and help make them aware of their total room needs

• They no longer have to explain their room needs; you can see them.

• Their fear of making a mistake is reduced.

The vast majority of customers can be capably assisted in the store without you going

to their home. But until you verify that through your questions and needs analysis, you should always assume each customer is a candidate for an in-home visit.

My next customer needs more furniture than she will ask for today. ... This is perhaps the most important of all the Pre-Greeting Assumptions.

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I totally agree with Mr. Kola.