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.
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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.
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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?
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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 __________.
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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 __________.
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A personalized greeting is always best (we all love to hear our __________).
A personalized greeting is always best (we all love to hear our __________).
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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.
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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 __________.
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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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Description
Learn about the significance of asking open ended questions in customer service interactions to avoid receiving negative responses like 'no'. Open ended questions can help in engaging customers effectively and fostering better communication for successful sales.
