Podcast
Questions and Answers
Avoid questions that can get '______' as an answer
Avoid questions that can get '______' as an answer
no
When you ask, 'Can I help you?' the gag reflex takes over, and the customer automatically says, '______.' Now, the shopper has browsing (not buying) on their mind.
When you ask, 'Can I help you?' the gag reflex takes over, and the customer automatically says, '______.' Now, the shopper has browsing (not buying) on their mind.
no
'No' also closes the door to further communication. It’s challenging to engage with a customer who has decided they don’t want or need your help, and it’s frustrating for your employees who just want to make a ______.
'No' also closes the door to further communication. It’s challenging to engage with a customer who has decided they don’t want or need your help, and it’s frustrating for your employees who just want to make a ______.
sale
Don’t let thoughtless questions derail your ______ process.
Don’t let thoughtless questions derail your ______ process.
Instead, choose natural greetings that engage the shopper without bothering them. Here are some retail employee training tips for doing ______ that.
Instead, choose natural greetings that engage the shopper without bothering them. Here are some retail employee training tips for doing ______ that.
Look closer at the greeting: 'Can I help you?' It's probably the most common retail greeting there is. And on the surface, it sounds like an acceptable way to greet customers politely and ______. The only problem?
Look closer at the greeting: 'Can I help you?' It's probably the most common retail greeting there is. And on the surface, it sounds like an acceptable way to greet customers politely and ______. The only problem?
After a visitor has settled into your store and you've greeted them with, Good (time of day), set the stage for a sale with these additional customer greeting examples: 'Have you been here before?' When you ask questions, you show your customers you __________.
After a visitor has settled into your store and you've greeted them with, Good (time of day), set the stage for a sale with these additional customer greeting examples: 'Have you been here before?' When you ask questions, you show your customers you __________.
Michael Gerber, the author of The E-myth, found companies increased sales by 10 to 16% with this specific greeting: 'Good morning (name), welcome back!' Show your customers you remember them and value their repeat __________.
Michael Gerber, the author of The E-myth, found companies increased sales by 10 to 16% with this specific greeting: 'Good morning (name), welcome back!' Show your customers you remember them and value their repeat __________.
A personalized greeting is always best (we all love to hear our __________).
A personalized greeting is always best (we all love to hear our __________).
If your staff struggles to remember names, they can still show recognition with a friendly: 'Nice to see you __________.' Give a genuine compliment.
If your staff struggles to remember names, they can still show recognition with a friendly: 'Nice to see you __________.' Give a genuine compliment.
The secret to greeting customers with a compliment is to make it specific and relevant to your business. Otherwise, you might come off as sleazy or __________.
The secret to greeting customers with a compliment is to make it specific and relevant to your business. Otherwise, you might come off as sleazy or __________.
The idea is to initiate a two-way conversation and avoid small-talk greetings easily answered with a 'yes' or 'no.' Each shopper is unique, so how to greet customers in retail stores will vary based on individual __________.
The idea is to initiate a two-way conversation and avoid small-talk greetings easily answered with a 'yes' or 'no.' Each shopper is unique, so how to greet customers in retail stores will vary based on individual __________.
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Study Notes
Customer Interaction Strategies
- Avoid asking questions that prompt a simple 'no' as it closes off further communication and engagement.
- Questions like 'Can I help you?' often trigger the gag reflex, leading customers to automatically respond negatively and focus on browsing rather than purchasing.
- Frustration arises for employees when customers dismiss offers of assistance, hindering potential sales.
Effective Greeting Techniques
- Replace typical greetings with more engaging alternatives to foster a welcoming atmosphere.
- Utilize greetings such as 'Good (time of day)' followed by personalized remarks to better connect with customers.
- Asking 'Have you been here before?' demonstrates awareness and shows genuine interest in the customer's experience.
Personalization in Customer Service
- A personalized greeting that includes the customer's name can lead to sales increases of 10 to 16%, as noted by Michael Gerber's findings.
- Recognizing repeat customers by name or with phrases like 'Welcome back!' creates a valued relationship that can encourage loyalty.
- If memorizing names is difficult for staff, alternative greetings like 'Nice to see you again' can maintain a friendly atmosphere.
Complimenting Customers
- Give genuine, specific compliments related to the customer's interests or purchases to avoid appearing insincere or superficial.
- Compliments should add value to the greeting and facilitate a two-way conversation instead of resulting in trivial small talk.
Tailoring Greetings to Shoppers
- Understand that each shopper is unique; adjust greeting strategies based on individual customer cues and context.
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