The Nordstrom Way to Customer Service Excellence by Robert Spector & Patrick Mccarthy

Author:Robert Spector & Patrick Mccarthy
Language: eng
Format: epub
Publisher: Wiley
Published: 2012-01-27T16:00:00+00:00

Cross-Selling

To maintain that loyal customer following, salespeople can depart from their departments to sell merchandise to their customers in any department throughout the store. Nordstrom believes that once a salesperson has established rapport and a relationship with a customer and has helped that customer put together the right look, the salesperson wants to make sure all of the customer’s needs are met in order to complete the package.

When finishing up with a customer in his or her department, a salesperson who wants to do a little cross selling might ask: “Where are you going next?”

For example, you’re buying a suit in the menswear department and you realize you need some shirts and underwear; your suit salesman can sell those items to you, even though they are in a different department. That salesman could even sell you a sweater for your spouse or a watch for your daughter.

A personal stylist in Southern California said, “I helped a customer who was going to Mexico City to get married. She bought a bunch of new clothes and after we were finished, I said, ‘What about your husband? What’s he going to wear?’ She said, ‘Oh yeah. Show me what you have.’ I took her downstairs and she bought him a sport coat, slacks, and some cuff links. It’s always important to ask about the customer’s other half.”

The freedom to sell throughout the store gives go-go salespeople greater opportunity for higher sales. A top saleswoman once described her business as “one-stop shopping. If it’s not nailed down, I’ll find it for the customer. A customer once wanted a case of hangers, so I ordered them from our distribution center. Another customer wanted to buy some of our long plastic garment bags. I don’t make commission on those things, but it’s part of the service I provide. I sell service; not merchandise.”

A men’s furnishings salesperson in Texas doesn’t confine her product knowledge to men’s furnishings. She needs to know the products in several departments.

“I have a lot of men that I sell everything to, including shoes,” she said. “Now, I help a lot of women who are the spouses of my clients. They like the way I take care of their husbands, so they ask me to take care of them. I’ve expanded, especially over the last year, to take advantage of that. On my card, it says, “men’s and women’s wardrobe consultant.” My store manager wanted me to put that on my card because I was doing such good volume in ladies.”

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