How to operate Sales Floor?

1. Purpose & Objectives

The Retail Furniture Sales Team Operations Plan is designed to:
✅ Provide clear guidelines for sales associates to deliver exceptional customer service.
✅ Establish structured sales processes that maximize conversion rates and revenue.
✅ Enhance customer experience through expert product knowledge and relationship-building.
✅ Create a seamless sales workflow from customer engagement to closing the sale.
✅ Set performance expectations that align with company goals and service excellence.

2. Sales Team Responsibilities

2.1 Customer Engagement & First Impressions

✅ Warm Greeting – Every customer must be acknowledged within 30 seconds of entering the store.
✅ Active Engagement – Approach customers within a 6-foot radius with a friendly greeting, offering assistance.
✅ Building Rapport – Use open-ended questions to understand the customer’s needs:

• “What brings you in today?”
• “Are you shopping for a specific space?”
• “Do you have a style or color in mind?”
  ✅ Qualifying the Customer – Identify budget, style preferences, space dimensions, and timeframe for delivery.
  ✅ Product Tour – Walk customers through key areas of interest based on their preferences.

2.2 Sales Process & Product Presentation

✅ Demonstrate Expertise – Every sales associate must have in-depth knowledge of:

• Furniture collections, materials, and craftsmanship.
• Best-selling and featured products.
• Customization options (fabric, color, finish, dimensions).
• Pricing, warranties, and financing options.
  ✅ Create Value – Highlight features and benefits, focusing on how the product meets customer needs.
  ✅ Upselling & Cross-Selling – Suggest complementary pieces to enhance the sale (e.g., rugs, lighting, décor).
  ✅ Overcoming Objections – Address common concerns such as pricing, delivery times, or durability.

2.3 Closing the Sale & Checkout Process

✅ Assume the Sale – Ask closing questions:

• “Which piece do you love the most?”
• “Would you like to move forward with delivery?”
  ✅ Delivery Coordination – Offer customers list of delivery companies offered within the store you work at.
  ✅ Finalizing the Sale – Ensure the customer receives an itemized receipt, warranty details, and care instructions.
  ✅ Follow-Up – Collect customer information for post-sale follow-up.

3. Sales Floor Etiquette & Customer Service Standards

3.1 Professionalism & Store Appearance

✅ Maintain a clean, organized, and visually appealing showroom.
✅ Keep workstations, cash registers, and furniture displays neat.
✅ Dress Code Compliance – All sales associates must wear the Westside Market apron during shifts.

3.2 Teamwork & Sales Coordination

✅ Avoid Sales Conflicts – Use the Rotation System for handling walk-in customers.
✅ Assist Colleagues – If another team member needs assistance, step in when necessary.
✅ Use the Walkie-Talkie System to coordinate store operations and customer needs.

4. Daily Sales Operations & Responsibilities

4.1 Opening Procedures

📌 Arrive at least 15 minutes before store opening.
📌 Participate in the morning huddle (7-minute stand-up meeting) to:

• Review sales targets & KPIs.
• Discuss featured products, promotions, and new arrivals.
• Assign team responsibilities for the day.
  📌 Walk the sales floor and ensure:
• All merchandise is properly displayed.
• Price tags & promotional signage are updated.
• Lighting and music create an inviting atmosphere.

4.2 Throughout the Day

✅ Greet and engage every new customer within 30 seconds.
✅ Rotate between assisting customers, maintaining the showroom, and processing sales.
✅ Monitor and replenish product displays and showroom samples.
✅ Assist in handling returns, exchanges, and service requests.
✅ Keep the front counter clear, ensuring only one associate remains unless assisting a checkout.

4.3 Closing Procedures

📌 Participate in the closing huddle to review:

• Daily sales performance and conversion rates.
• Any customer follow-ups needed for unfinished sales.
  📌 Ensure the showroom is clean and well-organized for the next day.
  📌 Secure all cash registers and POS systems before closing.

5. Performance Metrics & Goals

5.1 Key Performance Indicators (KPIs)

📈 Daily Sales Target: Each sales associate must achieve an average of $3,500 in daily sales.
📈 Conversion Rate: Target a minimum of 40% conversion from customer interactions to completed sales.
📈 Upsell Ratio: 1 out of every 3 transactions should include an add-on item.
📈 Customer Satisfaction Score: Maintain high ratings and positive reviews from customers.

6. Customer Follow-Up & Relationship Building

6.1 Post-Sale Follow-Up

✅ Contact customers within 48 hours to:

• Confirm satisfaction with their purchase.
• Offer additional product recommendations.
• Address any questions or concerns.
  ✅ Send a thank-you email or message with personalized product care tips.

6.2 Building Repeat Business

✅ Maintain a customer database for future engagement.
✅ Inform returning customers about new collections, promotions, and store events.

7. Sales Team Training & Continuous Development

7.1 Weekly Sales Training

📌 Conduct role-playing exercises to refine closing techniques and objection handling.
📌 Train on new product knowledge, pricing updates, and sales tactics.
📌 Review successful sales strategies and learn from real customer scenarios.

7.2 Quarterly Sales Performance Reviews

📌 Assess individual and team performance based on KPIs and customer feedback.
📌 Identify areas for improvement and set new sales goals.

8. Customer Issue Resolution

8.1 Handling Complaints

✅ Listen actively and acknowledge customer concerns.
✅ Offer reasonable solutions (e.g., exchanges, service adjustments, or store credits).
✅ If unable to resolve the issue, escalate to the Store Manager or Operations Manager.

8.2 Handling Refunds & Returns

✅ Process returns according to store policy.
✅ Ensure returned items are re-stocked, repaired, or written off appropriately.

9. Compliance & Store Policies

✅ Adhere to company policies on sales, returns, and customer service.
✅ Follow ethical sales practices—no misleading claims or aggressive tactics.
✅ Maintain store security and theft prevention measures.

10. Why This Matters

By following these structured sales operations, the team will:
✅ Enhance the customer shopping experience.
✅ Maximize revenue through effective selling techniques.
✅ Build long-term customer relationships.
✅ Create a well-organized and motivated sales team.

At Westside Market, we believe that exceptional service and expert product knowledge set us apart. By maintaining high sales standards and customer engagement, we continue to create a successful and thriving retail environment.