Learn how to apply the proven principles of Hug Your Customers to refine your selling technique, boost your sales, and keep your customers coming back for more.
In his groundbreaking books, Hug Your Customersa Wall Street Journal bestsellerand Hug Your People, Jack Mitchell brought a warm human touch to the often-cold, bottom-line world of business. As the CEO of Mitchell’s clothing stores, one of the most successful small businesses in the country, he noticed that customer service and satisfaction get a lot of lip servicebut not enough hugs. When you focus on the emotional connection as well as the intellectual aspect of a sale, you form strong lasting relationships that keep your customers returning, sales rising, and business booming.
You don’t have to hug your customers literally, of course. Mitchell’s personal approach to customer service involves a simple 5-stage process that anyone can master:
1st Stage: Making the Connection
Learn how to make a great first impression that engages customers immediatelyand keeps them coming back again and again.
2nd Stage: Decoding the Mission
Look for easy-to-read tells to determine what each customer wantsand what you need to do to make him or her happy.
3rd Stage: Show and Share
Instead of a hard sales pitch, engage your customer in a genuine one-on-one conversation and form a personal connection to you and your product.
4th Stage: Allowing the Buy
Adopt a warm, relaxed manner to gradually establish trust, gently convince the customerand ultimately close the deal.
5th Stage: The Kiss Goodbye
Just as important as first impressions, make a strong lasting impression that makes each customer feel valued, special, and delighted.
The Extra Stage: One for Good Measure
Take that extra step to follow up on your customers, build on your connections, and make them your customers for life.
These winning sales strategies will help you adjust your mindset, refine your selling style, and embrace the joy and value of caring for your customers. Mitchell’s tried-and-true techniques make it easy to size up your customer quickly and customize your approach perfectly to suit each individual and situation. You’ll learn how to be a better listener so you can anticipate your customer’s every need. You’ll discover the power of positive, passionate words to establish a warm personal connection. Most importantly, you’ll be able to close the deal and make that sale in a relaxed friendly manner that people will love. It’s a win-win-win for you, your customers, and your business. It’s Selling the Hug Your Customers Way.
|Publisher:||McGraw-Hill Professional Publishing|
|Product dimensions:||5.60(w) x 8.50(h) x 1.40(d)|
About the Author
Jack Mitchell is Chairman of Mitchell Stores, a three-generation family business based in Connecticut that operates some of the most successful clothing stores in the country, renowned for their personal service touches and strong relationships. For years, Mitchell Stores has been used as a case study at Harvard Business School. Jack is the author of two previous books, Hug Your Customers, a Wall Street Journal best seller, and Hug Your People. He is a nationally known speaker on customer service and selling. His family business philosophy is being taught in Hug Your Customers workshops. Jack is also an Executive in Residence at the Columbia University School of Business. Women’s Wear Daily recognized him as one of the top ten retail visionaries of his time, and INC Magazine listed him as one of the 26 Entrepreneurs We Love. Jack is the proud husband of his wife, Linda, lives in Wilton, Connecticut, and is blessed with four sons and seven grandchildren.
Table of Contents
Prologue: Everything is Selling Everyone Sells
Part One Dignity and Honor in Selling
Chapter 1: Harold Hill Never Got It
Chapter 2: Caring Can Be a Learned Skill
Part Two Selling the Hug Your Customers Way: Five Stages Plus One for Good Measure
Chapter 3: The First Stage: Making the Connection
Chapter 4: The Second Stage: Decoding the Mission
Chapter 5: The Third Stage: Show and Share
Chapter 6: The Fourth Stage: Allowing the Buy
Chapter 7: The Fifth Stage: The Kiss Goodbye
Chapter 8: The Extra Stage: One For Good Measure
Part Three Everyone Winning
Chapter 9: You Can't Sell Alone
Chapter 10: Imagine the Difference If Everyone Won...Wouldn't It Be Nice?
Epilogue: Even With Ice Pops