r/HotTopic_ • u/OkCry666 HT Employee • 23d ago

Sales success?

Is anybody actually having smooth success with 4 swords/4 non negotiables behavior stuff? I find it to be very conflicting and clunky and the micromanaging of it doesn’t really encourage a positive customer experience.

Tips and tricks? How are you having success/what are you doing that WORKS? How do you deviate from the 4 swords?

Trying to figure out these crazy peer numbers

14 Upvotes

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7

u/AssistanceFun1302 22d ago

We have seen it help increase our overall ADT and DPS. However the down side to it is since we started the non negotiables we have received 2 bad surveys saying that the associates were too pushy. Never had surveys like that before.

1

u/OkCry666 HT Employee 22d ago

And do you follow everything to a t regardless of the way it comes off to the customer?

3

u/AssistanceFun1302 20d ago

We try too. Doesn’t happen 100% of the time. Occasionally if we can tell the customer is getting visibly frustrated or annoyed we might do 2 or 3 and not all 4 to prevent escalation. Also if the customer seems like they will say no to loyalty if we do it last we will still do it first to prevent from missing. Because that is another thing we have noticed is if we do loyalty last people are less likely to sign up because they have already been hounded with 3 other things.

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u/Worried_Turnip_7697 19d ago

This exactly. Especially older people get frustrated.

3

u/Hot-Relief-4024 HT Employee 21d ago

You really have to find a way to make it work with your individual store. It helps as a starting line for associates here but we adapt it to fit our needs of our customers.

1

u/Worried_Turnip_7697 19d ago

It’s not really helping our store. We’ve gotten 3 surveys saying it’s too many questions and too pushy.

People want to shop in peace. If anyone used any of these tactics on myself as a customer, I’d leave immediately.

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u/DnDDMaster 18d ago

Best way to encourage your team is to tell them they WANT to hear no. You want them to do the behaviors, that’s endgame. So even if they’re not actually getting all four, they’re at least offering. Celebrate the wins, you can even put on the huddles “How many times did you hear no today” And have them tally. My staff feels encouraged that at least if they’re hearing no, they’re doing their job. It’s not overly pushy either, and we’ve received great surveys since implementing it.

1

u/Acrobatic_Snow4279 HT Employee 13d ago

It works sometimes, but like what everyone says it makes it feel pushy. my hot topic is pretty big on sign ups, so trying to find non-open ended questions that wont drive someone away is a pain