Augh! We all know that awful feeling when we have a sales target to reach and yet no one is coming inside the store.
Nothing scares a customer off more than the reeking desperation that can emit from a sales rep with a budget to reach.
"Hi, how are you?" You pounce when they enter.
"Just looking." Is all the response you get before they avoid eye contact.
Trust me from Lowes to Louis Vuitton and everywhere in between- all sales staff have been in this position. So- what will make the customer stay pay... I mean play.
Love what you sell
Easier said than done in some cases. It helps if you really do like the company or brand that your work for. Customers pick up on the happy mood. Seems like Psychology 101- but if you are happy they will enjoy the experience a lot more.
When you love the product you can talk about and all the great features it has until the cows come home... trust me it won't even feel like you're selling.
Being happy creates the ambience of the store. It makes it more inviting for customers and they are willing to stay longer. The longer they stay- the more they'll spend.
Be genuine.
Customers are savvy. When working in ladies fashion I used to hear one team member constantly compliment the women in the change room. While it works sometimes, more often then not it just annoys them and wrecks the experience.
If you are unsure of the answer to their enquiry do not waste their time. Be honest, seek advice. Chances are they will appreciate this and be pleased that you did not give them the run around.
Know your products
This is where traditional store fronts have the advantage over online. If you are the person unpacking the stock, refilling the shelves and helping with the visual merchandising you know your products better than anyone there. You know what add on's will go well. You know how to customise the experience- so do it. Have fun with it. Remember in Australia customers spend more transaction when in store than they do online- so enjoy the additional profits!
Use this to your advantage. If in fashion- know how to care for the garment, in beauty? Great- know how to get the most of of the product, in hardware- how is the warranty?
This information- any titbits sets you up as the expert and enhances the experience for the customer.
Make the customer the priority
Need to get the delivery off the floor, stock reconciled, new displays up, paperwork completed and shop cleaned? Sometimes it seems like there are so many jobs to do that it'll be a lot easier if the customers just stayed away for a minute. But they are the bread and butter. Make sure you at least acknowledge them. The 60 second window is crucial in the retail space.
Involve them if you have to. While they are looking you can say, "Well aren't you lucky. You get to be the first to see our new offerings." Make it feel special and exclusive. This way you are getting what you need completed but are not being negligent with your customer service.
Friendly not forceful
Be friendly not forceful. This is again where customer service is like psychology. Read their body language. Do they seem open to having a second and third approach? Of course there is also the issue that you may work at a company where you need to let them know the current offer and promotion. Talk to your team. Nothing is more annoying than having 3 staff members tell you the same offer. Remember the hard part is over, the customer is in the store. Just be friendly, approachable and know your product- the rest is up to them.
