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COMMISSION RETAIL SALES: WHAT TO DO WHEN SOMEONE STEALS YOUR SALE

By Bob Phibbs


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Updated July 11, 2024

A reader asks, “My fellow salesperson scarfs up my customers between the time I
properly greet and pass by them (with a prop) and the short time until I once
again approach the customer. I have spoken with him to no avail. What would you
suggest I do and say to the customer to ensure they remain my customer?"

In a perfect retail environment, employees receive retail sales training that
ensures all sales staff work together to increase the store’s sales and bottom
line.

Unfortunately, this perfect retail environment does not exist in a store where
incentives or sales bonuses are awarded, which fosters a culture of competition
between salespeople. The upside for many luxury retailers is that they directly
reward employees for their sales performance. That’s the system I thrived within
for many years.

If you don’t have a commission system, bonus program, or another incentive, you
never have to deal with this – that’s too bad because, more than likely, no one
is trying to be a superstar by exceeding sales goals.

Let's back up for those of you wondering what commission sales are. A sales
commission is additional money your retail sales employee receives for exceeding
sales quotas or goals. Commissions can be based on a weekly or monthly basis. 

With an incentive system can come a culture of competition; the manager can
be dragged into those she took my sales conversations, or he stole my customer.
And make no mistake, some employees snake around the sales floor to do just
that.

There was a time I had a snake on the sales floor who knew exactly what he was
doing – he’d keep a keen eye on every person who walked in the store, and when
he spotted the least inclination to pick up an item, he would pounce.

Because he was so good, he usually made the sale. As a sales manager, there's
only so much you can be responsible for fixing. It has to be up to the
salespeople to get along. (If you manage such a team, I have some tips for you
below.)

If you are the one often saying they took my sale, here are a few steps
to increase your probability of retaining your customers and commissions.


GET CLEAR ON YOUR STORE’S POLICY

Before we discuss what you can say or do to ensure that your store’s
visitors know they’re your customers, let’s discuss your store’s policies and
the retail sales training you’ve received.

Some stores consider a customer fair game, regardless of who greeted them. You
should approach your store's management for clarification. Ask questions about
how this problem might be resolved without naming names. Keep it professional -
don't finger-point, whine or complain. Understand that even though your
co-worker may not be playing by your rules, she’s still probably making sales
and profits.

And high sales cover a wealth of sins.


LEARN FROM YOUR COMPETITION

Since you’ve already asked your co-worker to stop, and he’s ignored your
request, get clarity on how it’s happening. What is your co-worker doing, and
what are you not doing, that enables him to connect with your customers? The
next time you are working together, observe your co-worker. Watch and learn, and
you may be able to identify where you can improve your timing and fix the
situation with a better follow-up technique.


TAKE A CANDID LOOK AT PERFORMANCE

Returning to your original question, what can you say or do to ensure a customer
knows he belongs to you? At the end of your pass-by greeting, you could pull a
card with your name and tell the customer to call you when they’re ready to
purchase.

You could also pull out your phone and take a picture of the customer (for
documentation).

You could put a sticker on the customer that says, “I Belong to (Your Name).”

If these scenarios sound ridiculous, it’s because they are, but I’ve seen
variations, and you might have—think car dealers.


THE BEST WAY TO SOLVE ANY SALES PROBLEM IS TO IMPROVE YOUR OWN PERFORMANCE.

Are you giving your customers a reason to work with you? Are you following up in
the right time frame? Are you establishing rapport with your very first word? Is
your presentation and attitude top-notch? Every salesperson can easily improve
in these areas.

After all, just because you said good morning doesn’t give you ownership of the
customer or the sale. You have to earn it.

Don’t get me wrong. I know firsthand that working with a co-worker who steals
your sales can be stressful if you allow it to be.

Rather than allowing your co-workers' behavior to distract you, focus on your
performance and on competing only with yourself. Great salespeople are first
students of human behavior—their own and their customers'.

If you are the retail manager, adopt some ground rules to minimize having to
referee fights between your thoroughbred salespeople.


HERE ARE THE GROUND RULES FOR COMMISSIONED SALESPEOPLE:

 * Consider an ups system where each person gets to greet one customer and then
   move to the bottom of the order whether they sell that customer or not.
 * Once the customer walks out, you do not get credit for the sale.
 * Close 'em or lose 'em – no business cards given to customers to ask for me.
 * Never cut in on a sale unless the other person allows it privately first.
 * Never mention whose sale it is or incentives in front of a customer;
   otherwise, both of you will lose credit.

Sometimes, customers don’t want the original salesperson and intentionally avoid
them. Those customers are giving your business a second chance, so it is better
to allow them to decide whether to speak to someone new or the original rather
than a strict ups system.

The best thing to say to a customer to keep your sale from the start is, “Good
(time of day),” feel free to look around, and I’ll be right back.” Connect with
them by looking into their eyes long enough to tell their eye color.

Be sincere.

Be gracious.

Be humble.

Actions speak louder than words.







Retail Sales Training
Retail Sales Training

Motivation Beyond Paying Retail Sales Commission: 3 Ways To Get Employees To
Sell

For Retailers on the Edge of Adding Commission as Incentive

How To Create A Commission Structure For Retail Salespeople

© 2024 Bob Phibbs The Retail Doctor

Results may vary depending on your commitment to practice, to role-play, and to
hold associates accountable for using what is taught. Legal notices here

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