ColumnistsJul 16, 2024
The PR Adviser: Awareness Starts With Your Online StoreColumnistsJul 23, 2024
Peter Smith: The Case for Optimism in Sales
In his latest column, Smith shares multiple reasons why people who look at the glass as being hall full often make better salespeople.
Peter Smith is an industry consultant, speaker, sales trainer, and author. He can be reached via email at TheRetailSmiths@gmail.com.
Margaret was an enigma.
She was nothing less than a powerhouse salesperson; focused, driven, and successful.
She also cast a giant shadow and her colleagues walked on eggshells around her, either necessarily deferential to avoid even the appearance of opposition, or disdainful and strategically distant, refusing to be intimidated by her.
Margaret was the top producer every month.
She was on 24/7 and yes, that included days off and vacations, which she took reluctantly and with great foreboding, lest she miss something while away.
Having studied great salespeople for decades through the lens of experience, observation, and the academic and psychological literature on the subject, I still struggle to define Margaret.
She was precisely the kind of employee who would (and, I suspect, did) send myriad managers into early retirement. Yet she was consistently the single most reliable producer of results, especially when the month or quarter needed to be delivered at the 11th hour.
I often wondered whether Margaret was a happy person. Unlike many of us, she didn’t wear her emotions on her face.
When she made a big sale, she’d act like she’d been in the end zone before and expected nothing less.
When she experienced disappointment, because a customer didn’t make a purchase at all or didn’t spend what Margaret expected them to spend, she’d dip her head to the floor, offer a barely perceptible shake, and speed away in pursuit of her next opportunity without uttering a word.
Related stories will be right here …
She was nothing less than a powerhouse salesperson; focused, driven, and successful.
She also cast a giant shadow and her colleagues walked on eggshells around her, either necessarily deferential to avoid even the appearance of opposition, or disdainful and strategically distant, refusing to be intimidated by her.
Margaret was the top producer every month.
She was on 24/7 and yes, that included days off and vacations, which she took reluctantly and with great foreboding, lest she miss something while away.
Having studied great salespeople for decades through the lens of experience, observation, and the academic and psychological literature on the subject, I still struggle to define Margaret.
She was precisely the kind of employee who would (and, I suspect, did) send myriad managers into early retirement. Yet she was consistently the single most reliable producer of results, especially when the month or quarter needed to be delivered at the 11th hour.
I often wondered whether Margaret was a happy person. Unlike many of us, she didn’t wear her emotions on her face.
When she made a big sale, she’d act like she’d been in the end zone before and expected nothing less.
When she experienced disappointment, because a customer didn’t make a purchase at all or didn’t spend what Margaret expected them to spend, she’d dip her head to the floor, offer a barely perceptible shake, and speed away in pursuit of her next opportunity without uttering a word.
As difficult as it was to fully understand Margaret’s psyche, the one thing I am willing to bet on is that she was an optimist. Not the surface-level, wear-it-on-your-face variety, but an optimist nonetheless.
Margaret, you see, expected to close every single customer she encountered and, despite not wasting a minute on internal relationship building and social engagement, she believed every first sale was the beginning of a long relationship with that customer. And she was right, a lot.
Martin Seligman, the sage of positive psychology, wrote, “Life inflicts the same setbacks and tragedies on the optimist as on the pessimist, but the optimist weathers them better.”
The extent to which Seligman’s sentiment can be used as a bellwether for sales performance would be an interesting topic of debate.
Some of us may have experienced seemingly negative people who somehow managed to eke out a living in sales, but there can be little doubt that there is a strong correlation between optimism and sales acumen.
For the record, sales acumen means a track record of consistent performance influencing customers to make buying decisions, like Margaret.
“Some research suggests salespeople can be hired based purely on their optimism alone. I wouldn’t go that far, but there can be little doubt that being optimistic helps steel resilience, and that trait is critical in sales.” — Peter Smith
We also can assess ourselves on a regular basis to make sure we are spending more time looking at the glass as half full, rather than the decidedly less useful half-empty pessimism. That is not fun to be around, and not a useful trait for influencing and inspiring buying behavior.
Some research suggests salespeople can be hired based purely on their optimism alone.
I wouldn’t go that far, but there can be little doubt that being optimistic helps steel resilience, and that trait is critical in sales. If you can’t handle heavy doses of rejection, you won’t ask questions that invite “no” answers or perceived rejection.
Danny Kahneman, the Nobel Prize-winning author of “Thinking, Fast And Slow,” wrote, “If you were allowed one wish for your child, seriously consider wishing him or her optimism.
“Optimists are normally cheerful and happy, and therefore, popular; they are resilient in adapting to failures and hardships, their chances of clinical depression are reduced, their immune system is stronger, they take better care of their health, they feel healthier than others and are in fact likely to live longer.”
Margaret will remain a wonderful mystery to me, hardly cheerful and happy, but brilliant and complex.
And while I might think twice about hiring someone with her personality because it could be hard for teammates to flourish under her big branches, that deeply rooted optimism, the expectation she took into every customer interaction that she was going to make the sale and build a long-term relationship with that customer … well, get that into my veins.
Happy retailing!
More on Columnists
The Latest
Events & AwardsOct 30, 2024
These Designers, Journalists, and Retailers Are Up for a Gem Award The 2025 Gem Awards are scheduled to take place March 14 at Cipriani 42nd Street in New York City.
MajorsOct 30, 2024
Peggy Grosz Leaves Assael After Company Is SoldGrosz had served as Assael’s senior vice president and creative director since 2017.
CollectionsOct 30, 2024
CD Peacock Honors Its Hometown of Chicago in First Bridal Collection“Love and Celebration” is the jeweler’s first in-house collection featuring engagement rings, wedding bands, and celebration rings.
Brought to you by
Navigating Cybersecurity: Essential Guidance for JewelersFrom protecting customer data to safeguarding inventory records, it's crucial to learn how to tackle cybersecurity challenges.
SurveysOct 30, 2024
Consumer Confidence Rebounds in OctoberA more positive view of the labor market contributed to the strongest monthly gain since March 2021.
Weekly QuizOct 24, 2024
This Week’s QuizTest your jewelry news knowledge by answering these questions.
Events & AwardsOct 30, 2024
Mejuri to Award $50K in Scholarships to Jewelry Design StudentsThe funds will be distributed to schools in the U.S., Canada, and the U.K.
MajorsOct 29, 2024
Cybersecurity Expert Selected as President of Jewelers’ Security AllianceJennifer Mulvihill, the first woman to lead JSA in the organization’s 141-year history, takes over for the retiring John Kennedy.
Brought to you by
Enhance Your Expertise with IGI’s In-Person Courses in NYCThis fall, sharpen your skills in jewelry grading, quality control and diamond assessment.
Events & AwardsOct 29, 2024
The Can’t-Miss Events of 2024 New York City Jewelry WeekThis year’s festivities include more than 100 experiences, such as designer showcases, panel discussions, and even a treasure hunt.
AuctionsOct 29, 2024
Rolex Worn on Apollo 14 Mission Sells for More Than $2MThe GMT-Master “Pepsi” that belonged to astronaut Edgar Mitchell is one of two Apollo-flown Rolex watches ever sold at auction.
MajorsOct 29, 2024
Pandora’s Holiday Campaign, New Jewelry Celebrate Light and LoveThe ads star brand ambassadors Chloe and Halle Bailey and Pamela Anderson.
SourcingOct 29, 2024
De Beers’ Production Drops 25% as Demand Remains SluggishThe company combined two sights in Q3 due to the slowdown in demand, and said it is moving up the dates for sights 9 and 10 in Q4.
EditorsOct 28, 2024
Q&A: Monica Rich Kosann Looks Back on 20 Years The jewelry designer discussed how she got into the jewelry industry, what she keeps in her favorite locket, and the future of her brand.
MajorsOct 28, 2024
Jewelers for Children’s Halloween Costume Contest RocksParticipants can buy five votes for $5 to decide which jeweler will dress up as an ‘80s rockstar for Halloween.
TrendsOct 28, 2024
Amanda’s Spooky Style FileThese 15 pieces of jewelry hand-picked ahead of Halloween appeal to the costume- and candy-loving child in all of us.
MajorsOct 25, 2024
This New Bulgari Boutique Is on a YachtStarboard Luxury is bringing the Italian brand aboard The Ritz-Carlton Yacht Collection’s newest yacht.
CollectionsOct 25, 2024
Piece of the Week: A Haunting Piece of Mourning Jewelry The pendant, circa the late 1700s, likely was commissioned to remember a loved one who died young.
MajorsOct 25, 2024
Artistry Releases Its 2025 CatalogIt features the brand’s products in the precious color, semi-precious color, pearl, diamond, gold, and sterling silver categories.
EditorsOct 24, 2024
From a Witch to Wednesday: The Best Jewelry to Wear With Your Halloween CostumeFor her annual Halloween story, Associate Editor Lenore Fedow pairs fine jewelry with classic and contemporary Halloween costumes.
FinancialsOct 24, 2024
Kering’s Jewelry Brands ‘More Resilient’ Than Other Luxury Goods in Q3 Sales fell 15 percent for the luxury conglomerate in the third quarter, led by a 26 percent drop in sales for flagship brand Gucci.
Events & AwardsOct 24, 2024
JA New York Fall Show Announces Education LineupThe education offerings include a diamond cutting demonstration, a session with JVC President Sara Yood, and a seminar on AI.
MajorsOct 24, 2024
Phillip Gavriel Releases 2024-2025 Catalog The book features new styles and revived favorites.
SourcingOct 23, 2024
De Beers, Signet Lean Into Finding ‘The One’ in New Natural Diamond Campaign Aimed at a generation that emphasizes self-care and mental health, “Worth the Wait” breaks new ground in the world of diamond advertising.
EditorsOct 23, 2024
The Modern Bride’s Approach to Wedding-Day JewelryEditor Lauren McLemore immersed herself in New York Bridal Fashion Week to better understand the role fine jewelry plays on the big day.
Lab-GrownOct 23, 2024
Q&A: Constance Polamalu on Selling Natural and Lab-Grown DiamondsThe jeweler shared her change of heart on lab-grown diamonds and why she keeps them separate from natural diamonds in her business ventures.
IndependentsOct 23, 2024
Jade Trau Sails OverseasThe New York-based brand is expanding outside of the U.S., with a pop-up shop in London and plans to distribute internationally.
CollectionsOct 23, 2024
See Scott West Jewelry’s ‘Kryptonite’ and ‘Joker’ RingsThey’re available through a retailer that sells luxury products inspired by the lifestyle of Batman’s billionaire civilian persona.
