While observing a salesperson show her customer a watch, I started thinking about what the employee might have done differently if the customer had announced when she walked into the store, "I'm here to purchase a watch."
The associate probably would have put the watch on her customer's wrist much sooner.
She also would have also found out what the customer liked or didn't like about the watch, so she could show her something else.
And knowing that salesperson, I think she would have shown additional products to complement the watch.
Don't get me wrong; the employee did a nice job showing the watch. I'm just saying that she would have approached it much differently if the customer had announced her purchase intent.
Our stores are a better experience when people are engaged with the products. Trying things out. Trying things on. Learning about products. Playing with the products, etc.
We owe it to our customers to engage them as if they announced, "I'm here to make a purchase."
But wait? Isn't that being a pushy salesperson?
(Yes, I often have conversations with myself!)
I don't believe that engaging a customer as if he/she stated, "I am here to make a purchase" is pushy at all!
What's pushy is continuing to engage a customer if she communicates that she'd rather experience the store without our help.
This will result in not only a much better service experience for your customers, but it will absolutely increase your sales.
So let me ask, do you engage your customers as if they have come in to make a purchase?
Try it out. Engage every customer today as if he/she told you as he/she walked in the door, "I'm here to make a purchase."
Have a colleague observe you with the customer, and then share some feedback on what you did well and could do better to help that customer make her purchase.
- Doug Fleener
I speak, consult, coach, and offer online trainings to retail, hospitality, banking, professional services and other customer-focused companies and associations. Learn more about DougFleener.com, or call 781-861-7803.
Check out my Holiday Winning Ways online training program. It’s affordable. Highly effective. No-hype. Just proven results. Over 90% of the retailers who purchased this program in the first year repeated it the following holiday. Learn more at www.holidaywinningways.com.