Shopping in Kolkata is a different experience. Not only buying products, it is a cultural accompaniment, an exchange of emotions. Let me mention a personal experience in a famous ladies garment showroom in Gariahat, which is probably known to many.

🧭 Starting from Experience: Where Smartness become a major obstacle

The showroom we entered was a place to buy a saree for a family event – an emotional and personal choice. But the salesgirl there was absolutely unfit for that situation. Her sharp features, speaking of English and overconfidence, like a high-fashion ramp show, were enough to make an ordinary buyer uneasy. When my wife wanted to see a soft colored saree, she said, “Mam, this is too subtle. You should try something bold. It’s the trend.’ She tried not to understand the buyer’s choice, but her own choice!

This is where the real mistake happened! That salesgirl was not bad, but was in the wrong place. Her Smartness and Modernism Maybe good for a fast-fashion brand outlet, but it was incompatible with the emotional shopping in a traditional city.

I see it in various showrooms. Businessmen must have thought that the sales person means that she must be very smart, beautiful and modern! But this is a wrong idea. Before choosing a good salesperson, you need to understand what the main character of your business is and how your customer wants to experience.

💬 Universal Qualities of Salespeople: What any business needs

Regardless of the type of business, there are some basic qualities that every successful salesperson should have. This is the foundation.

What must be (need to be):

❤️ Sympathetic (empathetic): Must have the ability to understand customer needs, problems and emotions. Pay attention to the customer’s language and body posture. Find the reason behind what he is trying to say. For example, if a buyer comes to buy a gift for a wedding, he is not just buying a product, he is buying a memory. This understanding is empathy.

👂 Good listener: The customer should be allowed to speak, listen to their likes and dislikes. Don’t stop the customer before he finishes talking. Use words like “yes”, “understand” his words at times. When he finishes, ask questions like: ‘Am I right, you’re looking for something that’s…?’

🤝 Trustworthy (trustworth): The customer should be treated like trust. Do not give false promises or misinformation. If you don’t know about a product, accept it and say, ‘I’m not sure about this, but I’m letting you know from my senior.’ It increases faith.

🔧 Troubleshooter (problem-solver): a customer’s needProblemConsider it as a suitable solution (i.e. the right product) should be found. The customer said, ‘My son’s birthday, I want to give something.’ The problem is the ‘birthday gift’. The solution could be a toy, a book, or a dress. You have to ask: ‘How old is the boy? What does he like?’ And then the correct solution will be given.

👁️ Product-conscious (Product-Knowledgeable): Must have complete knowledge of the product you are selling.

• Creates trust and helps the customer to make the right decisions.
• If presented with arrogance, it may disgust the customer.

What should not be (need not to be):

🚫 Arrogant: The customer cannot be underestimated or considered himself above the customer.

💤 Dismissive: Customer’s choice cannot be ruled out.

🛑 Attempt to sell by force (Pushy): The customer cannot be forced to buy anything.

⚖️ Judgmental: He cannot be judged based on the customer’s clothing, budget or taste.

🤖 Like Robot (scripted-robot): Not only memorized lines can be said, but should be prepared in normal conversation.

🧩 Salesperson behavior according to business type and context

🏪 Traditional family store

(Ex: Shyambazar Saree Shop)
👥 Behavior and qualities: Warm, sincere, ‘Didi’, using ‘Kaku’ address, trying to understand the needs of the family, create a comfortable atmosphere, be patient and talk, remembering old customers.
💡 Why Suitable: Customers come here for relationships and trust. They want their choice to be respected—relationships are bigger here than transactions.
✅ do’s: Give a glass of water, remember the names of old buyers, get informed about their family.
❌ don’ts: Don’t rush, don’t use complicated English or technical terms, don’t despise any choice.
🧠 Recruitment strategy: Ask in the interview—“What will an older buyer do if he doesn’t buy something after seeing a lot of things?” See if there is an expression of patience and sympathy in the answer.

👗 High-end luxury boutique

(Eg: Alipore Designer Store)
💃 Behavior and qualities: Sophisticated, elite, fluent in English, knowledgeable about fashion and styling, maintains prudence and secrecy.
💎 Why Suitable: The customer wants exclusive experience here, seeing the salesperson as a “expert assistant” who increases their status.
✅ do’s: Try to understand the style of the customer, tell the story of the designer and the material, give personal attention.
❌ don’ts: Don’t come too close, don’t be overly friendly, don’t insist on the price.
🧠 Recruitment strategy: Role-play days—“Customers are shocked to hear the price, how do you explain?” Find communication skills and discretion in the answer.

👚 Modern Fast-Fashion Retail

(Eg: Mall brand outlet)
⚡ Behavior and qualities: Energetic, skilled, updated about trends, quick consultants, ‘cool’ and operational.
🎯 Why Suitable: Customers come quickly to shop and want to know what ‘in’. Time is very valuable here, they want fun and dynamic experiences.
✅ do’s: Know social media trends, help in quick change, entertain customers in line.
❌ don’ts: Don’t waste extra time on a customer, don’t engage in personal stories.
🧠 Recruitment strategy: Ask—“How do you stay updated on fashion trends?” Try to understand his interest and speed in the answer.

💻 Electronics or Tech Stores

(eg: laptop or mobile shop)
🔧 Behavior and qualities: Knowledgeable, patient, can explain technical issues simply, give solutions according to customer needs.
📊 Why Suitable: Customer wants certainty and clear information here. Sees Salesperson as a ‘technical guide’ who protects him from wrong decisions.
✅ do’s: Explain specifications in simple words (“This RAM means you can run many apps at once”), compare different models.
❌ don’ts: Do not use too complex technical jargons, do not lose patience.
🧠 Recruitment strategy: Tell the candidate—“Explain a technical issue simply.” It can verify his knowledge and communication skills.

📚 bookstore

📖 Behavior and qualities: Behaving as a ‘curator’ or fellow reader, learning about different genres of books, interested in listening to customer’s stories, able to recommend unknown books.
🌱 Why Suitable: Customers often come not to find specific books, but to discover new worlds. They are looking for a wise and interested friend.
✅ do’s: Ask the customer’s favorite author or genre, read the first line, share your favorite book.
❌ don’ts: Don’t be a writer, don’t despise any genre.
🧠 Recruitment strategy: Ask—“Which book did you last read and why?” Try to understand his passion and love for knowledge in reply.

🔍 Re-analysis of my experience

Now let’s go back to that showroom in Gariahat. That salesgirl’s mistake was aFast-fashionOrLuxury BoutiqueThe model of atraditionalapply to the environment. He doesn’t see me as a customer but atargetAs seen, which should be sold quickly. His smartness was a tool applied in an incompetent context, enough to distract the customer.

🔄 What should have been: That store needed a salesperson who would say, ‘Didi, come on, what kind of saree are you looking for? Do you understand any events?’ He would listen to the color of his choice and give out a few options, maybe tell the story of the saree cloth or design. He meant that we came to the right place and respected the customer’s choice. This small change could have made the difference between a successful sale and a customer’s lifetime beliefs.

🧱 Detailed advice for traders: a complete guide

If you do business in Kolkata or elsewhere, justsmartOrModernDon’t hire people. Determine your business identity and your customer’s expectations first. Then, for that particular contextSuitableFind people with qualities and train them.

🤔 Self-analysis (self-analysis)

Before hiring, ask yourself some questions:

• What is my business story? (Traditional, modern, budget-friendly, perfect?)
• Who is my ideal customer? (Age, Gender, Income, Lifestyle, Values)
• I want to say goodbye to my customers with what feelings? (Happy, special, confident, satisfied?)
• What is the greatest strength of my business? (Price, Quality, Service, Exclusivity?)

🧍♀️ Create the ideal salesperson’s personality

Based on the answer to self-analysis, draw a picture of your ideal salesperson.

• Qualification: Is a certain degree required? Or is experience more important?
• Skills: Communication, negotiation, product knowledge, technology use skills.
• Personality: Modest, confident, strong, patient?
• Appearance: Is there any specific dress code?

🧾 Recruitment Process – Tips & Tricks

• Where to look for:
  • Referral: Take recommendations from your trusted employees or friends. They often find good candidates.
  • Local Job Portal: Indeed, Naukri etc.
  • Social media: LinkedIn is a good place for professional candidates.
• What to ask in the interview:
  • Situational questions: ‘A buyer came back dissatisfied with buying a product. What would you do?’
  • Roll-Playing: ‘Suppose I’m a customer, I don’t want to buy this product. How will you convince me?’
  • Behavioral Questions: ‘Describe a time in your career when you were very good to a customer.’

🎓 Training & Development

Even after hiring the right people, the work is not over.

• Onboarding: Train them about the company’s culture, values and the principles of customer service.
• Product Knowledge: Give in-depth knowledge about the product. Let them use the product.
• Soft Skill Training: Organize workshops on communication, empathy and problem solving.
• Continuous feedback: Review their performance regularly and give constructive advice for improvement.

🏆 Hold on and Inspire

It is very important to hold a good salesperson.

• Positive work environment: Create a respectable and supportive work environment.
• Incentive structure: Give incentives based not only on the sales volume, but also on customer satisfaction scores, repeat sales, etc. In this they will focus on long-term relationships.
• Level of Opportunity: Allow the qualified from among them to be promoted to senior positions.

🌐 Digital Age Salesperson: New Skills, New Challenges

Nowadays sales are not limited to shops. In the era of e-commerce, social media and WhatsApp business, the role of salesperson has also changed.

✍️ Written communication skills: There is no melody or posture when talking in chat or email. So word choice is very important. A ‘okay’ can sometimes seem happy and sometimes annoying. Digital salespersons must write in clear, friendly and helpful language.

⚡ Quick response: Online customers expect instant answers. A digital salesperson has to answer questions quickly and accurately.

🧾 Product Knowledge: Customers ask very specific questions about product specifications, dimensions, colors, etc. online. The salesperson should keep the answers at hand.

💌 New ways of expressing sympathy: It is difficult to express sympathy online. An emoji (😊) or a sentence such as ‘I understand that this is an important purchase’ can help establish a human connection with the customer.

🏁 Conclusion

Remember, successful selling means putting the right person in the right place. A good salesperson is your businessFace, but that face should match the heart of your business. That union brings customer confidence and long-term success in business.

OnlysmartNot running after being,SuitableInvest in finding out. Because, a competent salesperson doesn’t just sell products, but also sell an invaluable relationship and an unforgettable experience as a representative of your business. And this experience will make you unique in today’s competitive market.