The sale is full of emotions. Etiquette is closely related to them. Without her knowing, you can discourage or even offend the customer. “There is a health problem in the store,” the sales cycle trainer sighed. One participant agreed, “You’re right.” “Clients don’t treat us at all.” As it turns out, knowledge of labels is poor among the sellers. At the same time, it is about a lot – the amount of sales, which they can easily influence in this way.
What is the economic value of a smile? Much higher than you might think. However, it does not cost you anything.
Learning all the principles of etiquette will be difficult and unnecessary. In a store, you usually only need three skills: how to greet customers, how to show you care about them, and how to smile at them.
Try the time it takes to say “hello.”
Welcome your customers
What do you say the rules of etiquette? The first healthy is always the least socially important person: the youngest of the eldest, the subordinate of the boss, the man and the woman … Perhaps the saleswomen think that the last rule applies to them (if the customer is a man) enter. But in any business, with the exception of sales, the customer is more important and therefore must be welcomed ( You can read more in the e-book Etiquette for merchants).
Sellers often They make excuses for lack of time. And immediately, especially when there is a line on the table, they start asking, “What would it be?” Or something like that. But try the time it takes to say “hello”. a second? Would customers get upset if I held them for a few seconds? You can see for yourself that this is just an excuse.
Thanks also, go to the poster in store
Thanks to basic sales etiquette tools. Even this is dropping in stores. This is the best (and often the only) way to show that you value a customer’s decision to buy from you. If you want to sell, and not just offer merchandise, act differently from a self-service rack. So to communicate, to be polite and to show gratitude ( Read more in the e-book The Secret of David’s Slingshot ).
Unfortunately, gratitude is a stumbling block in these situations. It is amazing how many “proud” sellers and shopkeepers who reject the indecent bowing of customers. But democracy does not mean that we are equal in everything. The customer has a crucial trump card in his hands: his wallet. So you might be proud, but without sales. After all, no one wants you to bow to shoppers with the words “respectful servant, fool”. Just be polite, thank you and show your willingness to see the customer.
What about saying goodbye?
I often come across the fact that once the customer retrieves the change and the receipt, it is no longer there for the seller. Either he deals with the next in line or looks indefinitely.
Greetings in the store always have two endings. Hello and goodbye. If you omit any of this, the customer is negatively aware of it. For example, as long as he is shopping, you respect him, but when he pays, you no longer care. Then he understands the compliment as purposeful, sees it as a business hoax, and stops trusting you. This is not my invention, this thinking was found through psychological research. This is why you don’t have to take it too seriously. After all, this behavior somewhere indicates a socialist store rather than a private businessman.
Let clients know that you value them
The saleswoman Mata is worried: her ex-husband does not want to pay her support. Therefore, the customer should wait until the problem is described with colleagues in detail, discussed and closed. Sometimes – as it has already happened to me – the remote cashier joins the discussion and has a conversation on the shopper’s head. The situation may seem funny at times, but it is not happy.
The customer does this way He learns that it is not important at allNobody pays attention to it and prefers to visit another store.
Of course, there is no need for saleswomen to spend all their work time without talking. We are human and he is human. But only until the customer enters. Then the most important is him, not the unpaid ex-spouse or Saturday disco champ. Even if there is a point or a wonderful discovery, even if the saleswoman does not have time to finish the sentence – at that moment, all private conversations should end as if they were dead. And without any bounce. Imagine how the customer reacted in his mind, expressing his desires and the saleswoman exploding in laughter. Would he understand that something fun was being discussed here before his arrival? No, he’d think that’s the reason – and he’s upset.
In old movies from the early twentieth century, I found a few shots from the stores. The owners usually accompany customers or stand in front of the entrance and are greeted. At the same time, according to their shops, they must have been wealthy. They got wealthy precisely because they know how to deal with customers.
On Great selling areas The situation is a little different. If customers move somewhere around the store, the saleswomen can talk to each other, but in a silent manner. Here too, the conversation should end once the shopper contacts them. It is certainly unacceptable to pretend not to see a customer just to complete an “interesting” discussion.
He even has a smile and a cute expression in the store Two positive roles. First, it seems instinctive: on the other hand, we are showing that we are not enemies. Second, it evokes the mirror effect, so a smile is contagious. And because it itself improves the mood and elicits a positive response (for example for a business presentation), it is important to make customers smile (not laugh at display ads, this is a different category). If we frown upon them, they will quickly take over us and their mood will change. Sure, you can imagine someone upset and upset ( The role of smile in sales is also written in the e-book Lehits in-store marketing).
I often repeat in training that a smile should “jump” to the salesperson. automaticallyAs soon as the customer enters the store or speaks to him. It is just a habit. But it is very useful. Research has shown that if you smile, you tend to be positive and supportive, which is of course very helpful when selling. And of course what I said about instincts and reflexology also applies.
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