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If you are already on the path to becoming a retail manager or are simply considering it, here are some important and interesting things to consider before embarking upon a retail management career.
1. You Must Have The Right Personality
Compare your traits to those commonly found in successful retail managers.
- Results-oriented
- Ability to motivate, train, and develop others
- Strong customer service skills
- Natural leader
- Patient
- Cheerful
- Good communicator
- Professional
- Good listener
- Strong negotiator
2. Retail Management Is More Than Just Sales
Retail managers oversee everything that makes a store work, from behind the scenes functions (such as buying, inventory, and merchandising) to the sales floor (such as sales and customer service). Some common tasks you can expect to perform during your retail management career include:
- Hiring, managing, and motivating a team to increase sales
- Overseeing vendors and the buying process
- Managing inventory
- Creating and maintaining store displays
- Developing and executing sales and promotions
- Analyzing market trends and researching competitors
- Monitoring sales figures and forecasting future sales volumes, and meeting sales quotas
- Dealing with questions, complaints, and comments from customers
- Monitoring budgets, controlling expenses, and maximizing profits
3. Experience Drives Growth
One of the most important factors in getting a job in retail is experience. So, prepare to start in an entry-level job and take the time to learn every aspect of retail while you work your way up to your desired position.
4. You Don’t Need To Have A College Degree
Many retail managers worked their way up to the position from the sales floor, but it’s easier to land the job if you do have a degree. Most have a bachelor’s in business administration and some even have an MBA.
For those without a degree, internal training and development programs will help to propel you forward.
5. There Are Many Specialties In Retail Management
As you move up in your career, you may have the opportunity to specialize in an area that interests you, including:
- Buying
- Pricing
- Merchandising
- Marketing
- Personnel
- Customer service
- Training
- Operations
6. Moving Up Often Requires A Physical Move
As you grow in your career, you are typically promoted by moving to larger stores in larger markets, or to area or regional management. Due to the nature of retail, these positions are rarely in the same city.
7. It’s A Numbers Game
Success in retail is measured purely by sales and profit. Your job will be to improve commercial performance by meeting customer demand, increasing product turnover, and maximizing profitability. Although there are other considerations, compensation is highly dependent on these types of measures.
8. Customer Service Is Paramount
As the saying goes, “the customer is always right.” Knowing that sentiment, retail managers are often presented with the most challenging situations and must exercise the utmost care when dealing with customers.
In today’s “social media” driven society, mistreating a customer is the fastest way to destroy what was once a good reputation.
9. It’s Not A 9-to-5 Job
Stores are meant to serve the public, a public that often works from nine to five and thus have to shop in the evenings or weekends. Therefore, retail managers are often required to work non-traditional hours to maximize their effectiveness.
10. Don’t Burn Bridges
Especially when in the same local or regional market, retail is a small world. Everyone knows each other and the bridge you burned yesterday at one company may be the one you have to cross before you can get your next job.
Is Retail Management A Good Career?
Retail management isn’t for everyone. But for the right person, it can be a great career path with lots of opportunities to achieve success.
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This article was originally published at an earlier date.
Building rapport is the art of establishing an emotionally comfortable relationship with a person during a conversation.
When I first started as a call centre trainer, I listened to a sales team leaderâs briefing. Like many naturally talented salespeople, he couldnât explain how he was so good.
He told his team to build rapport with their customers. One recent recruit asked: âHow do we build rapport?â He replied: âBe yourself!â
I thought to myself: âWhat does that mean? There must be a way to train for this.â
I did some research on the internet and found various techniques. These are the top four which I included in the first training session of our agentsâ onboarding course.
Key Principles
1. Use the other personâs name
Dale Carnegie said people like nothing more than the sound of their own name. Using a personâs name can get and hold their attention very effectively. Like all games, this one has rules.
Make sure you know how to pronounce it. I work with people from all over the world. I often first see their names in written form. So I will ask them, âHow do I pronounce your name?â No one wants to hear someone mispronounce their name, and they will appreciate that you have taken the trouble to say it correctly.
Donât overuse it. The classic stereotype of the âslimy sales guyâ uses a customerâs name at the end of every sentence. Use the personâs name at the start of the conversation, and then at points where you want her to pay special attention. That should not be more than once or twice.
Names can be a sensitive topic. In the English-speaking world, using first names with complete strangers is considered normal. In the Czech Republic, itâs still common to use âMr.â/âMrs.â and a surname. Be careful to fit in with whatâs normal for their culture, or you could be seen as disrespectful.
2. Question, answer, comment (QAC)
When two people talk for the first time, they often ask each other questions.
At a conference, you might ask: âWhat do you think of the event?â
When your partner replies, respond with a comment before asking the next question. Hereâs an example:
âWhat do you think of the event?â
âItâs not what I expected. I was hoping there would be more presentations.â
âReally? What aspect of XYZ are you interested in?â
The comment, âReally?â shows you are interested in her answer.
Two points to note: your comment needs to be appropriate to the answer, and you should not use the same comment for every answer, otherwise, you will sound like a bored telemarketer.
3. Something in common
Finding something in common with the other person is a good rapport-building technique. If you are talking to someone, you are in the same physical or virtual environment.
You could ask a question or comment about the event you are both attending.
You could comment about the signal quality of the video conference call you are on.
If you meet face to face, you could do the classic British thing and talk about the weather!
You could also volunteer some personal information, such as mentioning your children or pets. People love to respond with a similar comment of their own. Suddenly, you find that you both have teenage sons or Jack Russell terriers. You have something in common to talk about!
4. Humour
This is the most effective, but the riskiest way to build rapport. Humour is usually culturally specific. What makes one person laugh could leave another person cold, or even get you a fist in the face.
I wait for the other person to make the first joke, to gauge what works for her.
If youâre going to make a joke, donât make a joke at the expense of anyone you are talking to.
I know someone who was talking to the managing director of another company. He made a humorous comment about salespeople. The managing director had spent the first 20 years of his career in sales.
You may think that self-deprecatory humour is a safe option, but in some cultures, making jokes about yourself is seen as a sign of insecurity and weakness.
How Can I Improve My Game?
Start by watching other people and how they build rapport.
Watch what other people do in meetings or conversations. Watch TV or films where people have conversations. Police dramas are great since police officers usually try to build rapport with witnesses and suspects who they interview.
Start actively practicing by trying one technique at a time in conversations. Watch how your conversational partners react, and take that as feedback.
I used a practice activity where every new trainee had to ask the other trainees five questions to get to know each other. They had to use rapport-building techniques. Fifteen minutes after the exercise kicked off, the classroom sounded like a party!
If you go to a networking event, prepare four or five simple questions and go around the room and try to talk to everyone, using the rapport-building techniques. See how they react.
Follow Up
I love hearing how people get on when they use these techniques, what works for them and what doesnât. Send me a message and let me know how you got on!
Every resume should be accompanied by the five parts of a cover letter. In this article, I am going to demonstrate the mechanics of a well written cover letter. I hope this provides some knowledge about the parts of a cover letter, and enables you to generate interest from a hiring manager.
How do you structure a cover letter?
A great cover letter has five parts: the salutation, the opening, the hook, the paragraph of knowledge, and the close.
1. The Salutation (The Hello)
Before writing your cover letter, you should research the company you’re applying to. This includes finding the name of the hiring manager who will be reading your resume and cover letter. Get a name, any name. By hook or by crook try to get a name. Sometimes you can’tâthen try Dear hiring manager.
2. The Opening (The Grab)
The opening paragraph of your cover letter is your introduction and presents the reader with some immediate and focused information about your connection to the company. Don’t just reiterate what you say in your resume. Explain what you admire about the company you’re applying to. Essentially, you need to tell a story about why you want to work for them. It should “grab” the hiring manager and disrupt them in some way (hence a disruptive cover letter).
3. The Second Paragraph (The Hook)
This paragraph should define some examples of the work performed and the results achieved. It should be connected to your resume. This does not mean you should copy verbatim what is in the resume. Rather, cover some key competencies that you feel define your success. Provide the hiring manager with some added context about your unique background, blending those facts with language from the job description. Set the stage for how you are qualified for the role you are applying to. But, don’t overdo it.
In the event you are highlighting some information not contained in the resume (if you are switching careers, or have a unique value proposition), this is the perfect place to cover that information.
4. The Third Paragraph (Paragraph Of Knowledge)
Next, demonstrate something you know about the company (its goals, recent achievements, etc.) that prompted you to write. Then, select a couple of examples from your resume that you believe will impress recruiters and hiring managers. Reword these achievements and frame them in a way that shows the employers what you can do for them. This shows the reader that you did some preliminary homework and understand the company’s drivers and goals.
Try to include quantifiable examples wherever possible since numbers usually resonate more than words.
5. The Fourth Paragraph (The Close)
In the closing paragraph, quickly summarize what you offer, ask for the interview, and close by thanking the hiring manager for taking the time to read your cover letter.
It’s important to help the reader connect the dots to show them why you are a great job candidate, a business-of-one who can provide a service they need with a personal connection to the company that is invaluable.
That’s it!
What should not be included in a cover letter?
Your cover letter should not include:
- A boring opening line
- Long paragraphs
- A recap of your resume
- Irrelevant information
- A boring closing statement
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This article was originally published at an earlier date.