One of the best ways to boost your retail sales is to provide excellent customer service. But what does excellent customer service look like in a retail setting? Beyond just smiling and “being nice,” there are other concrete things that you and your staff can do to make your store the best in customer service.
The first thing you should do is walk a mile. Place yourself in the shoes of your customer. We all are from time to time, so what bothers you the most as a customer? No matter why you are going into a store, what are your expectations? What things annoy you? What do you expect from an associate? Is it being bombarded with “can I help you with something” the minute you cross the threshold, or the opposite, being totally ignored? Not being able to find anyone to help you when you need it? Your best first place to start is right there.
Follow the rules of the store. When a customer enters the store, smile and greet them. The greeting should be as simple as “Hi!”, no more, no less. You should obviously be an employee, by uniform and name tag, so continuing with “let me know if you need any help” is unnecessary and already assumed.
Then be sure to keep an eye on them. If they seem to know what they want and where they are going in the store, leave them be. If they wander around seemingly aimlessly, give them some space and then go over an offer help after about 5 or 10 minutes. Again, simply offer assistance, “you seem to be puzzled, can I help answer a question?” It is not pushy but helpful.
As staff you should be knowledgeable about the products and services you offer. If there is something new that you aren’t sure about, get trained. Don’t take your ignorance out on your customer. Also be honest in the advice and services you offer. Don’t go just for the quick sale, offer the honest answers your customer needs.
Also very important, don’t take your bad day out on your customers, and don’t take it personally when they take theirs out on you.
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