Furniture World Articles by
Cathy Finney
Published: 7/7/2016
Here’s how to calculate the real cost of buying, selling replacing and repairing poor quality furniture.
Published: 3/26/2015
A Tale of Two Talents: How we, as an industry, need to support design creativity.
Published: 8/19/2009
Here is Cathy Finney’s final article for FURNITURE WORLD Magazine that examines principles outlined in Dr. Sam Gossling’s recent book “SNOOP,” and applies them to sales situations in retail furniture stores.
Published: 9/11/2008
A small attitude adjustment and a few reminders of important sales do’s and dont’s can get you back on track.
Published: 1/2/2008
Sales tips and training tools from some of the best sales associates and Cathy Finney.
Published: 9/13/2007
It is possible to re-imagine, re-create, and re-define your professional life with each new “opportunity”.
Published: 7/17/2007
What actions can you take to connect with customers and keep performance on track when you feel unsettled and negative?
Published: 3/9/2007
Making and actually using rough sketches of your customer's rooms can improve the quality of the information you collect, as well as the effectiveness of your follow-up.
Published: 8/8/2006
If your salespeople just try to do their best everyday, but feel that they don’t have control over their schedule or their UP’S, then you need to read this article. Cathy Finney presents ways to stop wasting time and instead, plan each day for sales success.
Published: 7/15/2006
Your customer’s worst fears are amplified by your own fears as a retail sales consultant.
Published: 4/17/2006
Insights, advice, and practical information that can turn your retail sales Uh,Oh’s, “Oh, No’s,” into “Ah Ha's!” and even “Eureka moments!”
Published: 12/7/2005
Cathy Finney looks at the skill sets you need to possess to end up in the land of “Awes”. Once there, you can take your company, “Me Inc.” to new heights by embracing change in 2006.
Published: 6/8/2005
Ninety percent of salespeople suffer from some form of sales reluctance. Cathy Finney looks at some of the common problems they face, and provides solutions that can make selling more fun and profitable.
Published: 4/7/2005
Will Rogers said, “If you are selling something, try and make it so good that you’d rather be the man who bought it than the man who sold it.” Cathy Finney applies this logic to the fine art of working with clients in retail furniture stores.
Published: 12/20/2004
Unstick Yourself. Let your biggest competitor be you!
Published: 10/5/2004
Even though the temperatures are dropping, and kids are back in their classrooms, your customers are not yet thinking about the holidays. So now is the season to follow-up. Here are some practical techniques on how to do it.
Published: 6/26/2004
Homes are making headlines. “Extreme Makeover for the Home Edition” was recently the number one show on ABC. A lot of viewers are hooked on HGTV. If you want to take advantage of this cultural shift, you won’t need liposuction or a chin implant, but you may need to learn a few new skills.
Published: 6/25/2004
Have you ever interviewed a seemingly superior sales consultant only to find out when she shows up for work that there has been a terrible mistake? Cathy Finney provides step-by-step instructions on how to make sure that job candidates have the will, the drive and the understanding needed to become a productive part of your sales team.
Published: 6/25/2004
Is your team all on the same page singing the same song, or is each department writing their own lyrics. Is the main goal of employees to cover the customer’s needs and expectations or their own butts? Cathy Finney looks at “imagineering” strategies for helping your sales, back office and delivery departments work together to serve your customers and your bottom line.
Published: 6/25/2004
Cathy Finney looks at some of the challenges of being a retail manager including: how and when to get rid of poor performers; strategies for teaching people how to solve problems themselves; how often to hold sales meetings; and how to honor and encourage good performance.
Published: 6/25/2004
When all the "monkeys" are living with their proper owners, retail managers can actually help their staff to sell, deliver and service more furniture! Here's how.
Published: 6/25/2004
Well my friends, it's time to get in the trenches with your troops! The action is on your selling floor, not in your office on your computer screen! Most managers are so busy handling their employees' "monkeys" they can't spend time doing those things that could really make a difference to their bottom line. Here's how you can find every "monkey" a good home.
Published: 6/9/2004
Shy or uneasy about making follow-up calls? Don't like rejection? Here are sure-fire ways to follow-up successfully and consistently.
Published: 6/9/2004
The best way to get your "be-back" customers to actually come back and buy from you is to set up specific appointments with them. If you think that this is an impossible dream, check out this article by Cathy Finney.
Published: 6/8/2004
Your salespeople may wonder how they can more effectively engage "browsers". Salespeople keep going back, and customers either get more rude with each attempt, or they act as if salespeople are totally invisible. What's the formula? What's the answer?
Published: 6/8/2004
The national average closing percentage for a first-time customer walking into a home furnishings store is about 25%. The closing percentages for housecalls are between 93%-98%. In this article, Cathy Finney fine-tunes the skill of making house calls so you'll no longer waste your time, spin your wheels or get your brain picked
Published: 6/8/2004
There are no bad-hair days at retail. This is your wake up call to assess your flight plan for soaring... your action plan for "Me, Inc." This is the perfect time to "get over it and get on with it!" Cathy Finney offers some practical and motivational and fun advice on how to realign your sales efforts to ensure success.
Published: 6/8/2004
Cathy Finney implores you not to talk about product. Instead, find out what they really want.
Published: 6/8/2004
Every good salesperson knows that it is important to qualify customers. The questions you ask and the way you ask them determine whether or not the answers you get will help move the sale forward.
Published: 6/8/2004
You made a good first impression (See May FW). you look great, attitude appropriate and know how to handle "browsers" (See June FW). Now it's time to avoid drive-by-greetings, learn the fine art of looking busy and handle rude customers.
Published: 6/8/2004
You made a good first impression (See the May issue of FW). Now it's time to approach those customers. This first in a three part series on "The Approach," deals with appearance, attitude, handling browsers and making your customer's shopping experience start out happily.
Published: 6/8/2004
Nine to thirty seconds - that's it! That's all the time you have to make a good first impression! What's even more scary? If someone's first impression of you is negative, it will take them three times as long to change their mind about you!
Published: 6/8/2004
Have you ever said something, and as soon as the words came out of your mouth you would have done anything to stuff them back in? Part 3 on words to use and not use will explain how to avoid the lizards.
Published: 6/8/2004
There are words that calm and words that can enrage your customer. How can you quote them your policy, ask for their commitment, find out their budget and get a deposit without saying these words?
Published: 6/8/2004
There are words that calm and words that can enrage your customer. How can you quote them your policy, ask for their commitment, find out their budget and get a deposit without saying these words? 99% of your job as a retail manager is psychology, is it not? It follows that what you say & how you say it will either earn your client's trust or ignite their true passions of anger!
Published: 6/8/2004
You know the routine. The cards that are angled 45 degrees to the right are the people I must follow-up on. The cards "tilting" to the left are distinct possibilities, and the ones standing straight up have items on order. Here's a follow-up system that can keep anyone on track!
Published: 6/2/2004
In the June/July issue of FURNITURE WORLD Cathy Finney presented words of wisdom gleaned from some of the most talented retail sales consultants in our industry. These are salespeople who Sell With Assured Techniques (SWAT). This month, more top salespeople share their secrets.
Published: 6/2/2004
In the world of retail, attitude is everything. Energy Vampires can masquerade as a client, a colleague or your mother... so read this before sunset!
Published: 6/2/2004
This article presents words of wisdom from some of the most talented front-line retail sales consultants in our industry. These are salespeople who Sell With Assured Techniques (SWAT).
Published: 6/2/2004
The only way to turn low-margin one-time customers into clients is to help them to find comfort in their buying decision. The only way to do this is to make shopping an emotionally satisfying experience. Buying home furnishings is an emotional experience. Not buying is a logical one.
Published: 6/2/2004
Many salespeople just want to be nice. They don’t want their customers to feel that they fit the mold of pushy commissioned salespeople. In doing so, they may fail to meet the needs of their customers and cause them to buy from that pushy salesperson down the street.
Published: 6/2/2004
Many salespeople just want to be nice. They don’t want their customers to perceive that they fit the mold of pushy commissioned salespeople. In doing so, they may fail to meet the needs of their customers and cause them to buy from that pushy salesperson down the street.
Published: 6/2/2004
Cathy Finney’s article on closing the sale continues from the June/July issue. She presents closing techniques your salespeople definitely need to know and others that they need to forget if they want to effectively help customers to buy. Remember, it’s not about "closing" a sale. It is about opening a relationship!
Published: 6/2/2004
If you’ve ever wished that someone could visit your store to teach your salespeople how to more effectively "close the sale" you are not alone. The reality of the situation is that your people probably don’t need to learn how to close. They need to be taught how to open! If you can’t open, you can’t close. It’s as simple as that.
Published: 6/2/2004
Part two in a series, focuses on how, when and why you should “come out” and ask customers to give your name to friends, co-workers and family. This installment looks at how to approach different types of customers and fool proof follow-up techniques.
Published: 6/2/2004
Part one of a two part series poses this question. If you really satisfy your customer’s needs and establish rapport, why wouldn’t she tell all her friends, co-workers and family about you? Cathy Finney looks at reasons why salespeople don’t ask, and why they should.
Published: 6/2/2004
Do your salespeople meet, greet and sell every customer the same? Cathy Finney gives practical tips on how to serve customers the way they are comfortable being served. It's about learning to speak their language. It's about understanding them and their needs, and figuring out how you can help them.
Published: 6/2/2004
How can you handle customers who want a better price without losing them?
Published: 6/2/2004
When salespeople hear an objection, they often panic! Instead, they should get excited! It means that their customer is interested. If they weren't, they wouldn't object!
Published: 6/2/2004
When you get the name in the beginning of the "selling relationship" it is much easier to get their address & phone number at the end. She is more comfortable volunteering this information when you've been calling her "Louise" for the past 20 minutes. But how do you get this information upfront without being nosy or pushy?
Published: 6/2/2004
This ends Cathy Finney's 4 part series on the "Approach" which started with the June issue. This installment looks at having fun and alleviating your customer's worst fears about you.
Published: 6/2/2004
You made a good first impression (See May FW). you look great, attitude appropriate and can handle "browsers" (See June FW). You avoided those drive-by-greetings, learned the fine art of looking busy and handled rude customers. Now you are ready for small talk and to diffuse any problems before they surface.
Published: 6/1/2004
The “curse of competence” is a syndrome that leads potentially great salespeople to complacency. In this two part series, Cathy Finney looks at ways that good salespeople can become great salespeople.
Published: 6/1/2004
The “curse of competence” is a syndrome that leads potentially great salespeople to complacency. In this two part series, Cathy Finney looks at ways that good salespeople can become great salespeople.
Published: 6/1/2004
If customers are the ultimate focus of your retail existence, you will want to know their commandments. What retail “sins” can bring down fire and brimstone (as well as lousy sales) on your stores, your salespeople and your peace of mind? Former sinner Cathy Finney preaches to the faithful in this enlightening article.
Published: 6/1/2004
In the February/March issue we examined four major sales mistakes. This feature looks at ways to avoid ethical problems that occur in sales situations. Should you share information that may “kill” a sale? Should you blindly believe everything customers tell you about their needs? Is “nice” always the most professional attitude?
Published: 5/22/2004
This article is about reaching out and making a connection with your customers. It is about giving them a “hug”. Cathy Finney uses concepts developed in Jack Mitchell’s new book to not only explain how you can make home furnishings relationships work, but also how you can make them happen.
Published: 5/22/2004
If you think that better communication means developing a way to talk longer, more persuasively and more eloquently, you are mistaken. Communications skills must be developed and practiced to yield results at retail. Communication isn’t about how natural you feel, or how comfortable you are. It’s about how comfortable the listener is and the effectiveness of the sender.