He responded, "Just looking." Then he burst out laughing, because he was blind. The young woman, who was his aide, told me later that he loved to do that. There's not much I haven't seen in retail, but that was a new one. It was awesome.
It got me thinking. If even a blind person will say he's just looking, people clearly don't always mean what they say. "Just looking" can actually mean many things.
"I have an interest in your store, but first I need some space to check it out."
"I may or may not be looking for something, but I haven't gotten comfortable enough to discuss it."
"I'd like to shop alone right now.""Oh, no. It's a pesky salesperson! Please go away."
Here's the key.
Most of the time "just looking" means absolutely nothing. Zilch!
It's a natural response to an associate asking the customer if they need help. It is said without thought.
I've walked into a store wanting help and said it. It's just what you say when someone asks, "How may I help you?"
In the above example, I know that associate knows better than to ask how she can help a potential customer. I think the man being blind threw her off.
If she had said, "Welcome to XYZ. Is this your first time in the store, or have you been her before?" the customer wouldn't have responded with "just looking." Then again, he would have not gotten such a good laugh from all of us.
Here's my challenge for you.
How many customers in a row can you engage without them saying, "Just looking?" I guarantee that the higher the number, the better each customer's experience will be, and the more you will sell.
By the way, if they still say, "Just looking" all you need to do is give them a few minutes, and then reengage them.
So let me ask, how many customers can you engaging without them saying, “Just looking.”
Have a challenge today among your colleagues on who can have the longest streak of customers not say, "Just looking."