Have you ever felt frustrated at the reaction of your staff when you introduced them to a new idea, a new training program, or a new warranty program? Store owners and managers routinely express concern that their stores are on the verge of a mutiny. They feel certain that one or more of the salespeople dictate what actually happens in the store and that they should safely watch from the sidelines. Here’s an easy tip that can help you capitalize on the strengths of your team.
You’ve decided to adopt a new warranty program for your store. You invite the vendor representative to come and explain the program, including its features and benefits and the generous compensation the salespeople will receive for selling the warranties.
Typical Introduction and Results
Upon hearing the details of the program, your sales team moans and complains. They don’t say it to your face, but over the course of the next several days you can tell that they’ve decided to not sell the warranty program.
In an effort to change their attitude, you rant and rave, threaten, and introduce an additional reward. You are frustrated.
Planned Introduction and Results
In anticipation of the attitude problem, and in advance of the vendor training, you sit down with your best salesperson to introduce the idea of a new warranty program. You build her up and ask for her help. Consider this conversation:
“Well, Susan. I know that some people are going to resist the change. Its no secret that Matt and Mark haven’t sold many warranties in the past, but I think if you’ll take a hold of the program and show some enthusiasm for it, they’ll follow your lead. You’re a leader and I’m counting on your help.”
Over the course of the next several weeks it becomes obvious that adopting the new warranty program was a good idea. You are happy, the sales team is selling plenty of warranties, and your customers are satisfied with their experience.
Mike Petersen, PhD, co-founder of The Furniture Training Company, has over 20 years of training experience and would love to help with your company’s training issues. 866-755-5996 or firstname.lastname@example.org