Here are some quick tips and reminders on engaging and selling to multiple customers. Applying one or more of them will help you deliver an even better holiday customer experience resulting in higher sales!
- Introduce yourself immediately upon engaging a customer, and ask his/her name. This will make customers feel they're getting special attention, even if it is off and on.
- Tell your customer you're committed to helping her purchase the perfect gifts for everyone on her list. Even if you are pulled away to help another customer, this customer still feels like you're there to help her. It also immediately establishes that you'll be helping her with her entire shopping list.
- Always let your customer know when you have to break away to help someone else. This way, your customer doesn't think you've just abandoned her. Some associates like to ask the customer for permission. She will always say yes.
- Give your customer an assignment. This is my favorite tip. Have your customer choose two or three products that catch her eye, and say that you'll tell her about them when you get back. You'll be amazed how many customers follow directions! (More on the assignment on this three-minute video.)
- Go back to a previous customer when you're done with the others. As obvious as this sounds, I see some salespeople not reengage with a customer because they don't want to get tied up.
- Proactively ask an associate who is free to assist your customer. Introduce your customer to your colleague, then take a few seconds to brief your colleague on what's taken place to date.
- Sell to an audience. Invite other customers to join you when showing a product. It usually creates an even more fun and engaging experience.
Chances are you already put some, if not most, of these into practice. That also means that incorporating one or two more of them will help you be even more successful!
So let me ask, which one of these actions will help you engage and sell to more customers?
(Download the above as a handout to share with your staff.)
I speak and consult on specialty retail, leadership and coaching, and the customer experience. Learn more at DougFleener.com.