How you make your customers feel when they shop with you has more of an impact on how much they ultimately spend than you may realise. Customers want to feel heard and that you have their best interests at heart - do this, and you’ll have won a lifelong customer.
Ask yourself, are we consistently practicing the following eight tips?
1. Never walk or turn away from an approaching customer - yes, it may have just turned tea-time for you, but the least you should do is assure the client that you will find a colleague to assist them.
2. Be visible to your clients, but don’t hover.
3. Learn to politely end conversations with overly-chatty clients when other customers may need your assistance.
4. Customers who walk into your store are more important than those who call over the phone - a phone call can always be returned but snubbing a client to finish your phone call might be the last you ever see of them.
5. Refrain from commenting about other customers within earshot of your clients; it is both unprofessional and might lead your clients to wonder what you say about them.
6. Smile when greeting customers, smile when you answer the phone, and smile as your customer leaves.
7. Always thank the client for stopping by, even if they did not make a purchase.
8. When a client’s credit or debit card is declined, be discreet. This can be very embarrassing for a customer, so exercise caution when asking if there is another method of payment the client would like to use.
Staff Training presents Customer Care Training nationwide, with our next session in Port Elizabeth on the 17th of November - join us as we present this popular one-day workshop - find out more here.