Here’s another post you’ll want to print and share with your staff. This one can directly impact your sales.
One of the biggest challenges in retail is the routine of it all. It's fairly easy to fall into the trap of doing and saying the same things over and over. Sometimes you don’t even realize you're doing it. This not only diminishes the customer's experience, many of the lines directly impacts sales.
Consider these lines to avoid – and why, and what you can replace them with.
1. Avoid asking "How may I help you?" or "Can I answer any questions?" This line is fine if the customer is clearly approaching you to ask you a question, but it's an engagement killer when she doesn't. I believe eliminating it from your vocabulary is best.
If the customer is just entering your store just say, "Hello, and welcome to _______." If the customer wants help, she'll ask. If she doesn't, you can begin to build a connection or learn if she's been in the store before.
2. Avoid saying, "Let me know if you have any questions." or "Let me know if you need any help." Sales people often say this after a customer conveys that he doesn't want or need help. It's fine if a customer wants some space, but making either of these statements limits your ability to actively reengage the customer. And, of course, actively engaging your customer is how you add value to his/her experience and maximize your opportunity.
"I'll check back with you in a little bit, and in the meantime please let me know if I can be of any assistance." Now when you reengage the customer you're just following up on what you said you would do.
3. Avoid saying "Will that be all?" or "Did you want to look at anything else?" Of all the limiting lines, these cost a retailer the most sales since they're being said to confirmed buyers. Our job is to continue to show and recommend products until the customer stops the sale.
* Use a bridge statement to continue to show products. Here are a few examples:
"You're going to want use this ____ with your _______."
"Here is the matching ______ that goes with those _______."
"I have the perfect _______ to wear with _________."
So let me ask, which of these lines might be limiting your sales? Practice with your manager and/or a colleague what you'll start saying instead of the limiting line.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.