3. They: never ignore customers greet the customers by name whenever possible look professional understand the importance of serving customers are friendly and willing to listen to customers always suggest another item if the merchandise the customer wants is not available look at each customer as having the potential of buying multiple items always thank the customer always follow up and make sure the customer was satisfied
9. Your challenge is to make merchandise look good enough to compel customers to buy it. Every customer who comes into your shop is just looking. Your job is to convert those lookers into buyers by tempting them with things they like in a way they enjoy. Thatâs the secret to selling.
11. Customers will no longer tolerate pushy, obnoxious salespeople. They want easy, hassle-free service. Talk about what the customer likes to talk about. Focus on what they want, not what they need. Niche retailers today are making money on the want items â not the needs. Donât be judgemental. Never practice one-upmanship. Treat people the way they want to be treated.
13. If someone doesnât like you, they wonât want to do business with you. Here are the BIGGIES on getting people to like you: Engage in selfless conversations Be approachable Pay attention to details Extend sincere compliments Laugh
15. First impressions are made very fast and start before your customers enter your shop. Everything sells and everything speaks. Customers make buying decisions based on the smallest of things. The paper on the floor, the mess in the corner tells them that you donât care about the details. But your friendly greeting and the clean & clear counter-top let them know that you do care about the little things.
17. Customers buy because theyâre depressed or because theyâre happy or maybe because they just want something different. The most successful shop isnât always the one with the best product. Itâs the shop that makes customers feel good about doing business with them. If youâre looking for logic, a retail business is not the place to find it. Todayâs customers donât buy things because they need them. They buy things because they crave them.
19. Donât take out your frustrations that the last customer caused you on the new customer who just walked in. Itâs âshow timeâ every time a customer walks in. Forget the last customer. Focus on the new one. Donât say a word to the customer about what just happened. They donât care, although theyâll pretend to... It will simply make them want to not come back.
20. The 4% Rule and PLO This rule is simple and sad
24. You couldnât afford that. How insulting! We would need cash from you. What does this insinuate? Itâs over there. Always go get things for customers. Weâre sold out. At least offer to check out the back. I only work here. You wonât for long if you use this phrase.
26. Ask short questions and let customers do the talking: Who is it for? What is your opinion of this type of merchandise? Where are you planning to store it? When do you want to pick it up? Which type do you prefer? How did you become some knowledgeable about these? Use: Tell me about.. Do you think... Which means...
28. Did you see this? A staff member walks past a customer, points to a piece of merchandise and says âDid you see this?â then keeps on walking. The customer will want to know what the staff member was pointing at. Youâve piqued their interest. Use it and be amazed with the results. And customers will say things such as âThey are so nice hereâ. âThey arenât pushy; they suggest thingsâ. âThey donât really have salespeople, just people to helpâ.
30. Objections to Price: Find out what the customer is objecting to. Have they seen the same item in another shop for less? If so, you better think about adjusting our price to be competitive. If itâs simply a matter of something costing more than the customer wants to spend, show them something cheaper. Objections to the product: When a customer doesnât like one product, show them another one. Recognise that some customers need a choice and that some items look better when theyâre compared to another.
31. Always take merchandise that customers are planning to buy out of their hands and place it near the POS. Doing so reinforces to the customer that theyâre buying those items and lets the customer shop with two hands.
33. âDid you see this?â is the best close (show it as you show another piece of merchandise. Keep trying until the customer determines the sale is finished. You can encourage the customer to buy something by simply saying, âWhy not?â Let them tell you why they shouldnât. You can guide a wishy-washy customer who canât make up their mind by saying, âLetâs do thisâ, then selecting the merchandising for them. Just by saying âEveryoneâs buying itâ you can convince a status customer that they canât go home without something.
35. Be visually what the customer expects. Have an attitude of appreciation. Practice mutual understanding of both the good and the bad. Know as much as you can about a customer. Recognise that mistakes are opportunities. Be likeable so customers will want to do business with you. Remember the extras â the little things that differentiate you from your competition Communicate with your customers by following up after a sale, checking for satisfaction, and just keeping in touch (out of sight, out of mind). Make shopping at your shop fun for your customers.
36. One of Australiaâs leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So⌠sheâs on a mission to change them â one slideshow, presentation, book, or training session at a time: "I don't just want to improve how we do business for the customerâs sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!â E:  debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar www.thetemplargroup.com.au www.twitter.com/DebraTemplar Pic Credits: http://www.istockphoto.com and http://shoppologist.blogspot.com