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<p>Foreword Richard Erhart x</p> <p>Acknowledgments xii</p> <p>Introduction xiii</p> <p><b>Chapter 1 Getting Your Act Together before You Take It to the Selling Floor 1</b></p> <p>The Not-So-Fun Stuff 4</p> <p>Customer Service Points 5</p> <p>The Four Occupations of the Professional Retail Salesperson 19</p> <p>The Daily Precheck 24</p> <p>Hot Tips and Key Insights 31</p> <p><b>Chapter 2 Opening the Sale 33</b></p> <p>People Behave Reactively 35</p> <p>Causing a Negative Reaction from the Beginning 36</p> <p>The Primary Goal of Opening the Sale Is to Get Past Resistance 37</p> <p>Opening Lines 37</p> <p>Opening Moves 41</p> <p>Getting into Business: The Transition 44</p> <p>Working Two Customers at Once 52</p> <p>How Have You Been Opening? 54</p> <p>Hot Tips and Key Insights 54</p> <p><b>Chapter 3 Probing 59</b></p> <p>Opening as Many Doors as Possible 61</p> <p>Knowledge Is Power 62</p> <p>Probing Questions 66</p> <p>QAS 73</p> <p>Logical Sequence 74</p> <p>Logical Sequence Guide Chart 78</p> <p>Switching—Or Selling What You Have First! 78</p> <p>Hot Tips and Key Insights 82</p> <p><b>Chapter 4 The Demonstration 85</b></p> <p>The Demonstration Follows What You Learned in Probing 87</p> <p>Selling the Value That the Customer Wants 90</p> <p>Creating the Desire for Ownership 94</p> <p>Covering All the Bases 97</p> <p>The Ultimate Demonstration Tool 101</p> <p>Avoiding the Comparison Trap 109</p> <p>The Expert Kills the Deal 112</p> <p>Hot Tips and Key Insights 115</p> <p><b>Chapter 5 The Trial Close (Otherwise Known as the Assumptive Add-On Close) 119</b></p> <p>The Dreaded Close 121</p> <p>Adding On 125</p> <p>Constructing a Trial Close 131</p> <p>Hot Tips and Key Insights 136</p> <p><b>Chapter 6 Handling Objections 139</b></p> <p>The Trial of Trial and Error 141</p> <p>Why Objections Occur 143</p> <p>Work with the Customer 146</p> <p>The Smoke-Out 150</p> <p>Handling the Price Objection 153</p> <p>Hot Tips and Key Insights 159</p> <p><b>Chapter 7 Closing the Sale 161</b></p> <p>Intent Is Everything 163</p> <p>Getting Started 164</p> <p>Basic Closing Techniques 166</p> <p>Handling Requests for Discounts 175</p> <p>Turning Over the Sale 178</p> <p>Buying Signals 182</p> <p>Hot Tips and Key Insights 184</p> <p><b>Chapter 8 Confirmations and Invitations 187</b></p> <p>Buyer’s Remorse 189</p> <p>The Confirmation: Cementing the Sale 192</p> <p>The Invitation: Requesting Another Visit 194</p> <p>Building Personal Trade 200</p> <p>Hot Tips and Key Insights 206</p> <p>Final Thoughts 209</p> <p>Appendix: Retail Training Resources 211</p> <p>About the Author 217</p> <p>Index 219</p>

<p><B>HARRY J. FRIEDMAN,</B> founder and CEO of The Friedman Group, is an international retail authority, consultant, and the most heavily attended speaker on retail selling and operational management in the world today. More than 500,000 retailers have used his groundbreaking high-performance sales and management training systems, including Neiman Marcus, Cartier, Hallmark, La-Z-Boy, Billabong, and Godiva. One of retail’s true thought leaders, his vision and unique ability to see what’s right and wrong on a retail floor—and how to fix it—have made him a sometimes controversial but always passionate friend to the world of retail. You just can’t get enough of Harry!

<p>No matter what you sell in your store,<b> </b>the real key to moving your product is <i>you,</i> the salesperson. When customers face the same product choices in your store as they do down the street, the connection you build with them can create a powerful—and profitable—difference. Your ability to communicate with customers, get them to open up, and satisfy their needs determines your success. <p><i>No Thanks, I’m Just Looking</i> gives you the inside scoop on how to skyrocket your selling career with a system of easy-to-learn, practical moneymaking steps. Retail guru Harry J. Friedman has compiled his personal collection of proven selling techniques and tips, along with many of the often humorous real-life stories that have made him retail’s most sought-after consultant. By saving countless hours of trial-and-error experience, you’ll be able to focus on the things that really work, especially in this highly competitive market where Internet savvy customers are better informed than ever before. <p>Develop non-pushy people skills that will boost your income and make your job more fun with Harry’s tricks of the trade: <ul><li> <b>How to get past “I’m just looking” and other defensive shields to engage your customers in comfortable conversation that opens the door to more sales</b></li> <li><b>Must-ask questions that develop trust and expose hidden sales opportunities</b></li> <li><b>How to present merchandise with the eloquence and emotion that results in “I’ll take it!”</b></li> <li><b>The unique step that many salespeople miss that can easily increase add-on sales</b></li> <li><b>How to handle stalls and objections and comfortably close the sale—today!</b></li> <li><b>Mastering the fine art of building referrals, repeat business, and customers for life </b></li></ul> <p>The difference between clerks who just <i>process</i> sales and sales professionals who <i>create </i>sales can be worth millions. Whether you’re an individual salesperson, manager, or owner of hundreds of stores, Harry’s insights will make this book your “retail bible” and make your sales soar.

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