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!
Editors' Picks
Sponsored by
More on Columnists
The Latest
IndependentsApr 01, 2025
Bergman Jewelers in Omaha Closing After 137 YearsThe independent jeweler first opened its doors in 1888.
MajorsApr 01, 2025
QVC Group to Cut 900 Jobs in the U.S.The layoffs come amid the TV shopping channel’s efforts to restructure and focus on live shopping through social media.
Events & AwardsApr 01, 2025
U.S. Antique Shows Adds Fall Show in FloridaThe debut event will take place in Miami’s Coconut Grove neighborhood this fall.
Brought to you by
The Heart of the Industry: Giving Bench Jewelers the Recognition They DeserveBench jewelers spend years honing their skills, Jewelers of America’s Certification validates their talents.
Events & AwardsApr 01, 2025
TJS to Host Discussion on Jewelry Industry’s Labor ShortageThe roundtable will take place May 17 ahead of the trade show’s welcome dinner.
Weekly QuizMar 27, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CollectionsApr 01, 2025
Monica Rich Kosann Says ‘Good Grief’ in Peanuts Jewelry CollectionThe “Peanuts x Monica Rich Kosann” collection features the comic strip’s classic vocabulary across 10 bracelet designs.
Recorded WebinarsMar 31, 2025
Watch: What Do We Mean When We Say ‘Recycled’ Gold?Three industry experts dive into the complexities of the material often marketed as an “ethical” alternative for metal in jewelry.
Brought to you by
Natural Diamonds Should Mean MoreNatural diamonds mean more than lab-grown, but when every cut is ideal, they all look the same. Customers want more—Facets of Fire delivers.
TrendsMar 31, 2025
Amanda’s Style File: Dripping in DiamondsDiamonds are not only one of the most prominent gemstones, but the birthstone for those born in April.
MajorsMar 31, 2025
Lashbrook Expands Into Luxury Golf Gifts With AcquisitionThe Utah-based company known for making wedding bands has acquired Doubloon Golf.
WatchesMar 31, 2025
Bulgari CEO Jean-Christophe Babin Will Also Head LVMH WatchesThe longtime luxury executive led one of LVMH’s watch brands, TAG Heuer, for 12 years before taking over Bulgari in 2013.
CrimeMar 28, 2025
2 Suspects Arrested in $1.7M Smash-and-Grab Robbery of NY Jewelry StoreAuthorities said the robbers fled with jewelry and 70 Rolex watches, later taking pictures of themselves posing with big stacks of cash.
SourcingMar 28, 2025
19th-Century Jade Book Now Available in EnglishLotus Gemology founder Richard W. Hughes has translated Heinrich Fischer’s 1880 book “Nephrit und Jadeit” from its original German.
CollectionsMar 28, 2025
Piece of the Week: Löf’s ‘The Valentine’ RingThe ring's design features contrasting lines influenced by work from architecture-inspired photographer Nikola Olic.
SurveysMar 27, 2025
Consumer Confidence Falls in March Amid ‘Gloomy’ OutlookThe Conference Board’s index fell as consumers continued to worry about the impact of tariffs, the labor market, and the price of eggs.
AuctionsMar 27, 2025
300-Year-Old Ring Linked to Witch Trial Judge Goes Unsold at Auction However, two medieval jewels surpassed estimates at Noonans Mayfair’s recent jewelry auction in London.
WatchesMar 27, 2025
Austin Butler Joins Breitling as Brand AmbassadorThe Oscar-nominated actor debuted in the campaign for the new “Top Time B31” collection, which introduced Breitling’s Caliber B31.
SourcingMar 27, 2025
Susan Jacques, Gaetano Cavalieri to Headline 2025 ICA Congress The Congress is scheduled to take place May 19-22 in Brasilia, Brazil.
IndependentsMar 26, 2025
Bailey’s Fine Jewelry Acquires Fellow NC Independent JewelerThe family-owned retailer is the new owner of Morrison Smith Jewelers in Charlotte, North Carolina.
WatchesMar 26, 2025
Bulova Celebrates 150th Anniversary With Art Deco WatchesThe “150 Art Deco” collection features a Miss America timepiece and a pocket watch from the brand’s Archive Series.
MajorsMar 26, 2025
QVC Group Appoints New PresidentAlex Wellen, formerly CEO and president of MotorTrend Group, has taken on the role.
Events & AwardsMar 26, 2025
Jewelers of America Announces New Funding Initiative The Impact Initiative is part of the nonprofit association’s new three-year strategic plan.
AuctionsMar 25, 2025
Christie’s To Auction 35-Carat Sapphire, 13-Carat RubyThe ruby and the sapphire, which Christie’s calls a “once-in-a-generation masterpiece,” are part of the upcoming Hong Kong jewelry auction.
CrimeMar 25, 2025
Tiffany & Co. Earrings Swallowed Following Grab-and-Run Theft RecoveredThe two pairs of earrings, snatched from a Tiffany & Co. store in Orlando, Florida, are valued at a combined $769,500.
CollectionsMar 24, 2025
Pomellato’s Latest ‘Nudo’ Collections Revamp its Classic DesignFrom striking high jewelry to miniature fine jewelry, the new chapter continues to highlight gemstones featuring its signature 57-facet cut.
MajorsMar 24, 2025
4 Top Executives to Depart Signet Jewelers Amid TurnaroundThe jewelry giant is reducing its senior leadership by 30 percent as part of its new turnaround strategy.
WatchesMar 24, 2025
Sotheby's Now Offers Watch Repair ServicesThe auction house's partnership with online watch servicing platform WatchCheck makes repairs convenient and accessible, it said.
