So without further ado, here are fifteen sentences you DO want to say to customers:
a) When a customers first walks in the store. Replace it with "welcome" and some engaging conversation about weather, asking if it is the customer's first visit to the store, etc. They key is to build a rapport with your customer. The fastest way to kill that is to ask the customer why they're in the store. Obviously if the customer wants to quickly tell you why he's there that's fine but we shouldn't bring it up too early in the rapport- building process.
b) A customer approaches you at the counter or walks in clearly looking for some help. Greet the customer with a smile, a "hello" or "welcome," and then "How may we assist you?" It's not too far from "How may I help you?" but it is different and that's the key!
c) While answering the phone. Tired! Skip it altogether and try something like this: "Thank you for calling Dynamic Experiences Group. This is Doug."
2. Don't: "Feel free to look around." DO: Try something like, "It's nice to have you here. We just got some wonderful new xxxx in that you may want to see." Be specific about what you'd like the person to see.
3. Don't: "Let me know if you have any questions." DO: "I'll be happy to assist you at any time."
4. "Let me know if you need any help." See #3.
5. Don't: "We're out of stock but you can call us after our truck comes in." DO: "We're currently sold out but we'll be happy to call you when it comes in. May I get your name and number please?"
6. Don't: "I don't know when [insert another employee's name] is going to be in." DO: Tell the person when that employee will be in and ask, "May I have him/her call you?"
7. Don't: "I wouldn't know." DO: "I can't answer that but I will find someone who can."
8. Don't: "I can't do that." DO: "Here's what I can do."
9. Don't: "Hold on please." DO: "May I put you on hold for about thirty seconds?"
10. Don't: "Anything else?" or "Will that be it?" DO: "I have a xxxx that will be perfect to with the xxxx" or "Did you see xxxx?"
11. Don't: "No problem." DO: Either "You're welcome" or "My pleasure."
12. Don't: "Uh-uh." or "Yeah." DO: "Yes."
13. Don't :"What's up?" DO: Either "Welcome" or "Hello".
14. Don't: "How's it going, guys?" DO: Once again, you can't go wrong with "Welcome" or "Hello".
15. And as a reminder any personal conversation between employees has a negative impact on the customer experience and kills more sales than we know.
Remember, the difference between a good experience and a GREAT experience is you and your staff.