Listen, talk and act
If we are “this kind of customers” today:
- Less time to get into relationships..
- Inflexible and Intolerant to poor services.
- Anger when we interact with irresolute employees;
- High expectations (in prices, time, quality, attention and service) Therefore, most difficult to satisfy.
- Less loyalty.
- More powerful to decide for shopping
- Not attached to a sole and specific brand in exchange to get a good service.
Besides all the above, we are what we feel, then, the emotional bond between a brand and a consumer is as essential as the battery of your Smartphone.
Our shopping experience must be cooked as follows:
1. Implication: courtesy, genuine interest in our customers, disposition to help, to attend their needs, and to always listen.
2. Attention Excellency: to explain and advise patiently to check our stock, to help our customer in finding what it is looking for, to know the product and to reveal non suspicious quality aspects in it.
3. The Brand Experience: An outstanding environment and design in the store, equipped and full of high quality products; to make the customer feel special and not to let the customer leave without something.
4. Ability: to show sensitivity during the wait time of customers in row, to show disposition and to help them conclude briefly their shopping process.
5. Solving problems: to help customers to solve their problems and to compensate them for any inconveniences suffered, to improve the quality in attention in order to reach their satisfaction.
Lets finish recalling the 10 retail commandments:
1. Never think that someone is “only looking around”. A consumer may “only look around” in their tablets, their smartphones and personal computers. Release such idea and respond to yourself: “the 90% of the visitors to my store may start just looking around, but,, ?why are they here today?”. Show them the “special sales”, the Innovations or any other.
2. Never ignore a Customer: They are here to shop. Do not make them ‘hunt’ your employee. It is much better to fill a customer with specials than to ignore it. It seems obvious, but, how many times have you watched the Employees gathered at the cashier desk chatting around? and nobody helps you; this must be unthinkable at your store.
3. Sell proactively, think big: Our today is highly competitive and it is essential to set new sale targets. If selling more than expected is your goal, it requires your commitment being aggressive with customers and obtaining the maximum gain from each opportunity. Start together with a capable team committed to achieve the same goals and provide them with the tools to do it.
4. Never let customers be waiting : When customers are made to wait, they get tired and feel insecure. None customer shall wait, for no reason. If your payment system is ineffective then you are hazarding your complete sale. Be sure that your selling process is friendly and easy.
5. Every customer counts even they buy or not: Do not label your customers capacity to buy or not. Every customer inside your store counts and must be considered it has money to buy, No matter its saying or its acting..
6. Always say hello and good-bye to every customer, at the entrance and exit doors: Once, I went into a famous store, and took me 17 minutes to hear a Hello from somebody there. Appoint that employee with the ability to make feel customers welcome and to lead them to what they look for: “Thank you for coming” “How can I help you”?.
7. The Manager must get involved with each customer: “All to One and One to All” a way to make the customer loyalty and experience grow is to be sure that the manager is getting involved with each customer.
This will make your business distinct and more valuable from the competency.
8. Always offer the best resolutions: People buy things to solve problems. The sales employees must ask the right questions, must listen to customers and must know their stock in order to offer the best solutions.
9. Always look for a second sale: Every sale creates a new opportunity of a second sale.
Let the customer choose the first product, then, offer the complementary ones. “we also have some other things that will perfectly match that coat. Let me show them to you”. People are more open to buy what help them justify the first acquisition. The saturation of Products not only increases income, but the customers loyalty.
10. Help your customer to expand their personal Budget: Never adopt the idea that customers cannot afford it; . Thye certainly can afford it and even will pay more if you sell it well. Listen to the idea of a limited budget but continue offering a higher value of your products and services.