Document pBm3q0mmpRxObBKDJYLy70ZvX

UP (Editor's Note: Highly valued by customers, professionalism is a key to sales success. From wearing a uniform to answering the telephone "NAPA AUTO PARTS,"your employees send the message of competency to customers. In this issue, Outlook begins a series on how you can maximize a posi tive, professional appearance.) The home team is easily identified on the court by its colorful uniform. Your NAPA AUTO PARTS store employee team can convey the same recognition and project a professional image in the same way--with a uniform. Wearing a professional outfit automatically gives your store and your employees a higher service rating from 90% of your custom ers, according to researchers. However, professionalism extends be yond your counterpersonnel wearing a uniform. It reaches to your delivery driv ers donning a NAPA jacket and NAPA hat as they complete orders as well. After all, what better means to reinforce your store's professionalism to your custom ers than to have them see delivery driv ers step out of the truck wearing a NAPA jacket, hat or shirt? Your delivery drivers not only make sure the orders are filled in a timely man ner but also send a message to your cus tomers through their appearance. And appearance, in this instance, means more than just a clean uniform. Arriving in a clean NAPA AUTO PARTS truck counts too and it says that your drivers are part of a team that cares. In essence let cus tomers know they can rely on your store professionals. Remember that as the manager/owner you coach your employees in professional appearance by establishing the guide lines which make up a positive image and attitude for successful selling. Identify each employee's responsibilities to clear up any possible gray areas. If an employee does not know the answer to a custom er's question, the prospective purchaser should be told that he/she will receive a reply when the answer is found. Em ployees should never respond with "it's not my responsibility." Then, that em ployee or another employee needs to follow up and get back with the customer by phone or in person. Good service breeds repeat business. Displeased consumers seldom com plain to the manufacturer or store man agement--less than 5%. Instead, they stop buying the product and complain to nine or 10 other people. If a complaint is resolved quickly, repeat purchases occur 95% of the time. Getting that repeat busi ness is worth the time you invest in mak ing sure employees look and act as they should. Don't forget the value of praise as a lit tle praise goes a long way. If an employee makes an exceptional sale, delivers top service or demonstrates a big improve ment in attitude or appearance, recognize that individual. You set an example and by encouraging your employees through praise you cultivate a positive sales attitude, which will work its way down to the way your personnel deals with customers. To thoroughly promote that profes sional appearance, your counterpeople need to have the product knowledge to properly serve both vour retail and tra ditional customers. When first time customers come into your store, the sales people should know the right questions to ask and be able to identify the complete product needs and be well versed in the various product lines. It's a sure step to closing a transaction with related sales. Although everyone is not born to sell, effective sales techniques can be learned. And your Distribution Center can help in the learning process with a variety of NAPA training courses including "Inside Selling Skills" (ISS) and "Delivering. NAPA Service." A positive selling attitude and appear ance reaps more success than any other single item. Win new customers and maintain your current ones with positive employee spirit. Begin a clean sweep of sales and service with professionalism. TIPS ON THE RIGHT ATTITUDE Stay on top of your business with a priceless technique--a positive atti tude. The following are guidelines to developing and promoting the kind of attitude that yields successful em ployees and sales. Observe and analyze employees' actions to praise positive action or direct negative actions to a positive outcome. Create an environment that re lieves pressure and tension on em ployees in their day-to-day activities. Encourage positive, friendly con versation in order to keep voice tones positive on the telephone and in the store. Stress a clean, professional ap pearance in your store and from the people who work there. Have employees treat customers well no matter what the size or impor tance of the transaction. Develop a flexible, fair customer satisfaction policy to allow for your employees' ability to handle various situations amicably. Set an example of enthusiasm and encourage employees to be posi tive toward their work. Offer opportunities for employees to feel positive about their jobs and the future. Encourage an open con structive direction for communication and all dealings.