The Challenge for Retail Sales Staff – Dealing with Returns
Ingrid Gournay, HR Director for Lacoste, invited us to deliver an afternoon of workshops on commercial presence for their networking day. About 100 experienced store managers took part. These managers are already experienced at dealing with difficult situations, in particular the ever-awkward problem of returns.
They all agreed, however, that they needed to increase their ability to control and manage their emotional reactions because as soon as they are emotionally triggered, it’s harder,if not too late to pull back. His or her state of being is compromised. An irritated sales person can force a smile, but it won’tnecessarily ring true.
My state of being has an impact on my environment
The workshops made the store managers more aware of what really happens in any given situation, beginning with their own physical reaction when a customer adopts an emotionally charged attitude. They left with the tools to avoid escalating their own reactions. One of the participants said,“This goes way beyond the usual communication techniques.”
Effectively, in a short time, they learned how to create an inclusive and welcoming space. It’s very hard to include others when you don’t feel centered and stable yourself. The value of the 4 second “instant centering” was immediately appreciated.
“These are simple techniques but they help you to recover your balance in record time,”noted a participant.
With client relationship tools based on Presence,salespeople can now access, at willall their sales and relationship skills.
Staying centered and open in front of anyone
We were lucky to be able to take advantage of the venue by having the Reception/Front Desk Manager of the Hotel Molitor share his examples of difficult scenarios with us.
He told us about an occasion when he had to ask a very well-known French VIP CEO to respect the rules of the establishment and get out of the swimming pool! He confided his secret to us: by using his body intelligence (gleaned from 15 years of Jujitsu) he is able to assess a situation with clarity and stay friendly but firm. Before saying anything at all, his presence and interior calm soothed his client. What the body says comes first!