Patty Kaliher on sun 2 sep 07
Encourage the customer to fondle the piece that caught their eye. Hand it
to them. Let them visualize owning it. "I'll bet you have the perfect
space for that piece." "What flowers would you put in it" "A gift? One
never has to many bowls?" "Wouldn't it be great filled with hot ....?"
NEVER say "would you like to think about it?" Ask for the close. "Shall I
wrap it for you?" "Would you like to put that on your Mastercard or Visa?"
Only after they have put it down and are definitely walking away hand them a
card or invite them to drop by again. Few return, you need to sell when
they are there. When they say "I'll take it" shut up and process the
transaction. I've often seen a customer say "I'll take it" and the sales
person keeps talking about how it is microwave and dishwasher safe. It's
sold. Stop selling. A final and sincere "I know you are going to enjoy
this, it is one of my favorites" as you hand them the parcel just reinforces
how smart they are to have bought it. Including a business card and telling
them to call you if they have any questions hints at a connection between
artist and buyer making the transaction even more special and referrals and
return customers.
Keep it all positive. One pundit advises get the customer in the habit of
saying yes. E.g. Lovely weather, yes. Great craft show, yes. Nice vase,
yes. Would you like to buy it? Yes, I believe I will. Just don't get
negative.
Sometimes the spouse or friend will sell it for you. Watch for this dynamic
and just support the spouse or friend. When the spouse or friend is against
the sale I may try one light comment to see how interested our buyer is but
if she/he is going to be swayed by a negative spouse or friend I stay out of
it.
As I wander through a craft sale I often make positive statements about
pieces customers are considering in booths run by complete strangers.
"Those earrings are perfect on you" "What a lovely color" "Beautiful
painting". Hey, every crafts person needs all the help they can get and the
Karma can't hurt.
Never hard sell. The craft sale is fun, buying is fun. If they walk away
without buying something try to leave them with a smile.
Eleanora Eden on sun 2 sep 07
While we're talking about do's and don'ts at fairs, I would bring up the
stuff that Bruce Baker says about the language of selling.
Bruce Baker has a big thing about not thanking people for LIKING your
work, only for BUYING your work. My line now is "I'm glad you're interested"
or something like that. The thankyous are saved for the sales.
He also has a great one-liner for people who have something disparaging
to say.....in my case it is the once-a-day (at least) comment from somebody
that goes something like "Margaret, don't those checkerboards make you
dizzy?" (heavy NH accent here) Baker says to say "Well, they're not for
everyone." I think that is a good line and I am trying to use it.
Anybody else have good one-liners to contribute? Maybe it will help
not just the neophyte sellers among us! If it works for greater sales or just
to keep spirits up on long days of encountering the public makes no difference
as far as I am concerned, both are welcome.
Eleanora
--
Bellows Falls Vermont
www.eleanoraeden.com
Jeanette Harris on sun 2 sep 07
>
>He also has a great one-liner for people who have something disparaging
>to say.....in my case it is the once-a-day (at least) comment from somebody
>that goes something like "Margaret, don't those checkerboards make you
>dizzy?" (heavy NH accent here) Baker says to say "Well, they're not for
>everyone." I think that is a good line and I am trying to use it.
That answer always seems to me to have a hint of snobbishness to my
ears. But it also carries the hint of exclusiveness as well. Maybe
that's a good thing sometimes.
>Anybody else have good one-liners to contribute?
I always find that saying something like "Let me tell you how it's
made." or "It is really good for _______"
or "You can do such-and-such with it."
It's engaging them, inviting them to respond and maybe, just maybe
adding a tid-bit to their education. ;-)
--
http://jeanetteharrisblog.blogspot.com/
http://www.washingtonpotters.org/members/Jeanette_Harris/wpa_jeanette_harris.htm
Jeanette Harris
Poulsbo WA
Carl Finch on sun 2 sep 07
At 09:47 AM 9/2/2007, Eleanora Eden wrote:
>While we're talking about do's and don'ts at fairs, I would bring up the
>stuff that Bruce Baker says about the language of selling.
>
>Bruce Baker has a big thing about not thanking people for LIKING your
>work, only for BUYING your work. My line now is "I'm glad you're interested"
>or something like that. The thankyous are saved for the sales.
I have a different "take" on that response. Hearing that as a
customer does nothing for me--I wouldn't feel encouraged to engage
further. But were you to say, "Oh, thanks. If you don't mind
[optional lead-in], what is it you like about it?" that would feel
quite different.
I had a seller make such a query to me once and it gave me pause to
put into words just what it *was* that I liked about his work. In
doing so I had to look more closely and deeply. His interest in my
opinion invited me to learn more about him and his work.
--Carl
in Medford, Oregon
Chris Campbell on mon 3 sep 07
Eleanora wrote:
>> Bruce Baker has a big thing about not thanking
>> people for LIKING your work, only for BUYING
>> your work. My line now is "I'm glad you're interested"
>> or something like that. The thank yous are saved for the sales.
Carl replied:
> I have a different "take" on that response.
> Hearing that as a customer does nothing for me--I wouldn't
> feel encouraged to engage further.
Bruce's comments can sound harsh when they are
taken out of context.
He refers to the rhythm of conversation and the
'give and take' of the sales environment.
You close the loop when you say Thank You .
This gives the browser permission to leave empty handed.
They did their job by complimenting your work and
you accepted it as enough by saying thanks.
Not saying thank you right then leaves the ball in play.
My reply is ... which pieces do you like best? or what
color would fit in your home? which is your favorite?
Whack ... the ball is back in their court!
Sales is a fun activity of approach and retreat.
There is nothing more interesting than watching a real
sales person who loves their job and knows how to
do it well ... poetry!
Chris Campbell - in North Carolina
Chris Campbell Pottery LLC
9417 Koupela Drive
Raleigh NC 27615-2233
Designs in Colored Porcelain
1-800-652-1008
Fax : 919-676-2062
website: www.ccpottery.com
wholesale : www.wholesalecrafts.com
Gordon Ward on mon 3 sep 07
Hi Eleanora,
One liners are marginal at best. I wouldn't concentrate on them.
Saying "thank you" to a compliment doesn't necessarily end the
dialogue if you ask a question as to what they like about it. People
will buy from artists they "know" or have a good feeling about, as
they then feel a stronger connection to the work. So, how do you
become interesting to people beyond them just seeing the actual
work? I have learned that the most interesting/likeable people are
those that take an interest in others. When you take a genuine
interest in others, they will be very interested in telling you about
themselves, their likes , dislikes, travels, hobbies, etc. Knowing
about them is how you can relate your work to their lives. Even if
the conversation does not end in an immediate sale, it makes life
enjoyable in the process and you have a "new best friend" who is much
more likely to return.
Cheers,
Gordon
On Sep 2, 2007, at 9:47 AM, Eleanora Eden wrote:
> While we're talking about do's and don'ts at fairs, I would bring
> up the
> stuff that Bruce Baker says about the language of selling.
>
> Bruce Baker has a big thing about not thanking people for LIKING your
> work, only for BUYING your work. My line now is "I'm glad you're
> interested"
> or something like that. The thankyous are saved for the sales.
>
> He also has a great one-liner for people who have something
> disparaging
> to say.....in my case it is the once-a-day (at least) comment from
> somebody
> that goes something like "Margaret, don't those checkerboards make you
> dizzy?" (heavy NH accent here) Baker says to say "Well, they're
> not for
> everyone." I think that is a good line and I am trying to use it.
>
> Anybody else have good one-liners to contribute? Maybe it will help
> not just the neophyte sellers among us! If it works for greater
> sales or just
> to keep spirits up on long days of encountering the public makes no
> difference
> as far as I am concerned, both are welcome.
>
> Eleanora
> --
> Bellows Falls Vermont
> www.eleanoraeden.com
>
> ______________________________________________________________________
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> Send postings to clayart@lsv.ceramics.org
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> You may look at the archives for the list or change your subscription
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Mea Rhee on mon 3 sep 07
I disagree that you shouldn't say "thank you" when somebody pays you a compliment. A
compliment is a very nice thing, say "thank you" with no strings attached. Being gracious leads to
sales later, I swear it works. It can also lead to long-term, loyal customers. Tricks and pressure
don't generate loyalty.
People DO come back to your booth. Lots of people scan an entire festival before going back
through with their buying decisions. And some people don't want to carry pottery around all day.
So just because someone leaves, doesn't mean the conversation is over. Here's a line that works:
"Hello again!"
In my experience though, anyone who actually says "I'll be back" isn't coming back. People are so
curious.
Donald Burroughs on tue 4 sep 07
One-liners to me always imply a hard sell technique. Do you need to hard
sell your work? If so. then that to me implies a lack of confidence in the
maker's design and work. Good design will sell itself to those who
recognise it, unless a potential purchaser is visually illiterate, then
they will buy on impulse (usually based on the glaze in the case of
ceramics/pottery). I've seen a lot of work out there which is pretty
second, no make that third rate, selling on shelves in various craft
shops/fairs etc.. I admit to having a bit of an advantage when I am
looking to purchase a piece of pottery. I make it occasionally myself, and
for me good design and functionality go hand-in-hand. For example,
proportion is key in a coffee mug. A good handle is paramount to balance
the vessel body. A real selling feature is as pointed out by Patty is
letting a buyer fondle the piece in question (hence our resident pot
fondler Russel Fouts). Pot fondling is probably one of the most intimate
acts one is allowed to do in public without being caught in the act except
by a fellow potter. If the mug or teapot handle is not proportional to the
vessel body I will not buy it no matter how good the rest of it the eye.
If it is a tea bowl form and feel are equally important to the glaze used.
No single part is greater than the sum total of vessel's sculpture's
parts. This is a number one rule regardless of the maker's design
intention. What I can afford to buy runs a close second.
Sincerely, Donald Burroughs
PS. Michael Hill...if you happen to look at the Clayart lists you make a
great mug at a reasonable price.
sacredclay on mon 10 sep 07
I've learned in the South, they say, "Bless your heart!" Now that can
actually mean the same thing as the New Yorker way of saying "Go
fornicate yourself!" But make sure you say it bright and cheerful.
Always keep them wondering. Kathryn Hughes --- In
clayart@yahoogroups.com, Eleanora Eden wrote:
>
> While we're talking about do's and don'ts at fairs, I would bring
up the
> stuff that Bruce Baker says about the language of selling.
>
> Bruce Baker has a big thing about not thanking people for LIKING
your
> work, only for BUYING your work. My line now is "I'm glad you're
interested"
> or something like that. The thankyous are saved for the sales.
>
> He also has a great one-liner for people who have something
disparaging
> to say.....in my case it is the once-a-day (at least) comment from
somebody
> that goes something like "Margaret, don't those checkerboards make
you
> dizzy?" (heavy NH accent here) Baker says to say "Well, they're
not for
> everyone." I think that is a good line and I am trying to use it.
>
> Anybody else have good one-liners to contribute? Maybe it will help
> not just the neophyte sellers among us! If it works for greater
sales or just
> to keep spirits up on long days of encountering the public makes no
difference
> as far as I am concerned, both are welcome.
>
> Eleanora
> --
> Bellows Falls Vermont
> www.eleanoraeden.com
>
>
______________________________________________________________________
________
> Send postings to clayart@...
>
> You may look at the archives for the list or change your
subscription
> settings from http://www.ceramics.org/clayart/
>
> Moderator of the list is Mel Jacobson who may be reached at
melpots2@...
>
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