Goldilocks would have made a great customer. Well, except for the breaking in part. She didn't require any help, and she kept looking until she found something that was just right. She didn't give up when something was too big or too small, too hot or too cold.
Most customers aren't like Goldilocks. They're not always sure what they like or dislike, and sometimes they stop shopping altogether when they can't find, or aren't sure, what they're looking for.
That's why I think one of the many ways to add value to the customer's experience is to help her identify what she likes and dislikes about what she is trying on or looking at, and end up with something that's just right for her.
Here are some tips to do just that:
1. Show two or three items together. It's easier for a customer to appreciate and differentiate the varying details, features, and fits of multiple products than when he looks at one single item at a time.
2. Ask your customer what she LIKES about the various products.Pay close attention to what she says. While she may tell you that there are certain things she likes about a specific product, it may not be quite the right one. She is telling you what she wants.
3. Ask your customer what he DISLIKES about the different products.I once had a sales associate tell me I shouldn't do this because the customer might not buy what he's looking at. I pointed out that if the customer doesn't like something I doubt he is going to buy it!
I love to ask this question. Almost as much as I love to hear the customer answer it with, "Nothing." If there are things she likes and can't tell you what she doesn't like, you've found exactly what she wants to buy. Time to show her the next item!
I also like when a customer can easily tell us what he dislikes. Again, listen carefully, because he is about to tell you what he doesn't want in an item. That will help you more easily narrow down what you'll show him next.
So let me ask, how well do you help customers find just the right products?
If this isn't something you do on a regular basis, take the opportunity to roleplay with your owner/manager or a colleague. Then put it into practice, and don't be surprised how fast you find your customer a product that is JUST RIGHT.
Have a great week!
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.