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LES RETAIL INDUSTRY ~-------- OVERVIEW - y 0 ur Role in Customer Purchase Decisions When you interact with customers, you are engaging in their decision-making process. There are multiple ways to improve the likelihood of current and future purchases. connecting with the customer ive. Greeti...

LES RETAIL INDUSTRY ~-------- OVERVIEW - y 0 ur Role in Customer Purchase Decisions When you interact with customers, you are engaging in their decision-making process. There are multiple ways to improve the likelihood of current and future purchases. connecting with the customer ive. Greeting and making a connection a great experience. with the customer as soon as possible sets the tone for It's important to smile, make eye contact and pleasantly greet a customer as they approach, whether they just came through the front door or are anywhere in the store. • Ask how you can help them with their shopping today. A confident and positive attitude helps to begin building a relationship with the customer right away. Providing a positive and memorable experience After getting started on the right path, maintain the relationship an important shopper in the store (because they are)! • Be attentive. Keep eye contact, an open welcoming with the customer. by treating each customer as stance and a suitable tone when speaking Listen carefully. Repeat the customer's needs if you need to clarify how you can best assist them. Provide merchandise recommendations, share product knowledge and offer additional product and/or service options, as appropriate. Pay attention! The customer's nonverbal communication signals are cues to help you provide the best possible service experience. Try to make the experience easy and distraction-free. • Be patient. Some customers may need more of your time than others. Leaving a great impression Sometimes you may help a customer complete their purchase and in other situations, a different employee is responsible for the checkout process. In either case, it's important that the customer have a great service experience. As they are leaving the store, ask the following: Verify that their needs were met during the visit or a plan was put in place to help them. Ask if there are other ways that you can help them. Thank the customer for shopping at the store and invite them to come back and shop again. Acknowledge customers who leave the store without making a purchase. They may be searching for information or evaluating alternatives. A pleasant good-bye can be the difference that brings them back to your store to make a purchase in the future. A deeper look into serving the customer is provided later in the course. ©2019 NRF FOUNDATION. ALL RIGHTS RESERVED.