Getting consumers into your store is only the half the battle. Once the consumer enters your store, it’s your job to convert them into buyers. There are hundreds of techniques to ensure a good customer experience; however focusing on just a few will go a long way.
- Confidence: Eye contact, a firm hand shake and the ability to strike up a conversation with strangers is absolutely essential.
- Proactive: A sales associate should always be one step ahead of the customer to gauge when someone needs help. Don’t wait for the problem to arise. Provide the answer before the customer even knows what they’re looking for.
- Patience: Customers are all different – some are nice, others are mean. Some are relaxed, others are in a hurry. The patience to deal with all types of customers is vital.
- Articulate & Knowledgeable: Sales associates must be able to communicate with the customers and have the ability to provide information when asked. If they don’t know the answer, they should go find someone who does right away.
- Respectful: The customer might not always be right, but it’s the sales associate’s job to make them feel that way. Customers must be treated with respect, even in the most challenging situations.
- Flexibility: When dealing with the public, things can go wrong. You have to be flexible enough to roll with the punches and think outside the box sometimes.
- Innate Friendliness: Sales associates should be naturally friendly, it should not be an effort.
- Ability to Multitask: There will always be several jobs that need to be done at once. Sales associates need to be able to support multiple customers and complete their store duties all while remaining calm, confident and friendly.
Response 1: (if yes) ”Welcome back, let me show you a couple new items that we just got in.”
Response 2: (if no) ”Thanks for coming – let me show you around.”
Response 1: (if they know) ”I can assist you with that. Please let me show you where to go.”
Response 2: (if they don’t know) ”Let me show you some of our popular items.”
Response 1: (if yes) ”That’s great! Let me show you what else we have that can help.”
Response 2: (if no) ”Ok, let me tell you a little about this item.”
Response 1: ”That’s great. What can I help you find today?”
Response 2: ”I’m sorry to hear that. How can I help get your day going in the right direction?”