The sales manager's role is to help sales associates reach their goals through customer-focused selling, goal setting, tracking performance, and providing feedback. Key responsibilities include developing sales associates, ensuring equal customer service, measuring performance daily, conducting observations and reviews, and supporting client development and appreciation efforts. The overall goals are to create a better shopping experience while helping individuals grow professionally and reach their targets.

1. What to Expect From Your Sales Manager

2. Outline
Project Focus
Sales Management Creed
Our Beliefs
Customer Driven Selling
Sales Manager Role
Goal Setting
UPs System
Sales Tracking
Sales Performance Measurement
Observations
Feedback
Client Development
Client Appreciation
Negotiations

3. Project Focus
Sales Management is centered around two goals:
• Creating a better place to shop and work
• Helping sales associates reach their personal goal

4. Sales Management Creed
Change the focus of sales from things in the store to rooms in the customer’s home
Change the focus in the store from company goals to individual salespeople’s goals
Team up with each sales associate to help them achieve their goals
Make the goal the thing. Keep goals at the front-of-mind every day
Measure the key factors. Traffic, close ratio and average sale. Improve the average sale
Keep score daily and give feedback to the salespeople
Meet at least monthly with each person to review performance versus goal for the year-
to-date and to establish future performance agreements
Provide training and coaching when needed
Be accountable for the performance of each individual and of the team as a whole
Be accountable for building long-term customer relationships through the sales
associate’s clientele development system

5. We believe that our business is driven by the needs our customers have to create a
beautiful home environment.
We believe that our sales mission is to help customers understand how to use our
products to enhance their quality of life, not just how to buy them.
We believe our store must be Customer-Driven
We believe customer satisfaction must be the basis for all policies and procedures.
We believe professional courtesy is essential to the overall harmony and growth of our
business.
We believe each individual is ultimately responsible for his or her own growth and
success, and the company’s success is dependent upon the success of each individual
in the company.
Our Beliefs

6. We believe each customer who enters our store is deserving of, and will receive, an
equal and specified level of service.
We believe our store must offer an above-average combination of values that include
merchandise, pricing, and most importantly sales service.
We believe open communication is an essential ingredient to good working
relationships between management and sales personnel.
We believe good working relationships are every individual’s responsibility.
We believe our store must be PROFITABLE.
We believe we must have a strong sense of pride in our store and in ourselves.
Our Beliefs (cont.)

7. Measurement
Staffing/Scheduling
Goal Development
Observation
Performance Agreements
Conflict Management
Feedback Sessions
Client Development
Follow up
Coach
Sales Managers Role

8. “Every customer is deserving of an equal and specified level of
service”
Customer Engagement Strategies
Steps-to-Selling
Customer Driven Selling

9. 1. Sense of Accomplishment
2. Sense of Recognition
3. Sense of Belonging
4. Compensation
Factors to Happy Employees

10. Goal Setting
The store has one goal
— Be here tomorrow
The individual goals of each sales associate should be the company’s sales
goal
Goals are the income goals of each individual sales associate

11. UPs System
The purpose of the UPs system is provide each sales associate
with equal access to clients
Use of Traffic Log
UPs Desk
On-Deck Desk
Consistent Set of Rules

12. Standard set of rules for counting traffic
Correct method for filling out tally sheets daily
Consistent use of sales reports
Sales Tracking

13. Sales Performance Philosophy
A. Never expect anyone to do something a number of people are not doing
everyday
B. Never allow people performing below a standard to comfortably remain there

14. Determining Potential

15. Observations
“The definition of insanity is doing the same thing everyday and
expecting a different result”
A task needs to be performed at least 10 times in a row to become a habit; it
takes only three times for a habit to be broken
— Two formal observations per month
— Continuous observations daily

16. Feedback
“What you cannot measure you cannot change”
Continuous Feedback
One Minute Praising
One Minute Reprimand

17. Client Development
“A good sales associate will make sales happen and not just let
sales happen”
Customers need to be reminded of need to purchase
Customers need reinforcement of need to purchase
Customers need to feel like sales associates cares about their decision to
purchase
Tracking Interactions with Clients
 Use of Client Cards/Client Database

18. Client Appreciation
Decisions to buy are voluntary and customers need to know that decision
was appreciated
The least expensive marketing is referrals or repeat customers
Sales Associates Need to Use:
 Thank you cards
 Gifts
 Coupons

19. Negotiations
“A customer must possess a rare skill in order to get a fair
price”
A. The profitability of the company is determined by individuals that have no
ownership
B. Customer never knows if he/she got the “best” price
C. Customers talk to other customers
- Differences in prices leads to discrimination