How to Greet Customers in Retail - Never Say This!
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- Опубліковано 9 лип 2024
- How should you greet customers in retail? In this video I’ll share how NEVER to greet retail customers, and simple steps to set your customers at ease when entering your retail store.
Consumer psychology tells us that customers are more likely to buy when their dopamine is flowing - in other words, they’re happy, relaxed and feeling good.
When entering a store we are already programmed to expect a sales person zeroing in on us - ready to sell us something we don’t want or need
That means we enter already on the defensive, ready to deflect! And when a customer feels tense, defensive or uncomfortable - consumer psychology shows they are LESS likely to buy
Your job is to make your customer feel instantly welcomed, relaxed and comfortable and I’ll share exactly how to do that in this video!
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I love being ignored in a store. Hearing “let me know if you need anything” at the start is all I need.
I hate small talk 😅
I boycotted Lush 10 years ago because they do not understand “I’m just browsing” and I feel harassed. I bought Lush in Vegas for a gift once, cause the booth was outside, and the clerks were literally fanning themselves in the corner and never even acknowledged me 😂😂😂
Same, the less pushy the better. All the things she says will turn me off. Sounds like a shark circling their prey. Ugh.😑
As somebody who used to be a cashier, we are forced to ask questions these questions. Mystery shoppers come in and grade us. I even had a job threaten to dock my pay if I didn’t encourage (or coerce rather) customers to sign up for our rewards cards. I ended up quitting. And they later went out of business 🤷🏽♀️
@@seeleygirl6178100 %! This lady is catering to extroverts and doesn’t understand. She would turn me right off.
"If you have any questions, I will be right here" is EXACTLY what I want to hear from a sales person. The LAST thing I want to do is talk about my weekend.
worked in my current retail job for 8 years now but being an introvert with anxiety I am always critiquing myself with how I talk to customers. I'm going to try adding "what brings you into the shop today" into my collection of greetings. :)
It could be so hard to be in the working environment when u have anxiety It’s like jobs just prepare u to be extroverted when u don’t want to be THAT makes more anxiety but we could get thru it
Not really sure if she’s giving the best advice. Generally when you say “What brings you in today” you’ll get “Just looking thanks”. 90% of the time. Not ideal. Makes it harder to get in there and build a relationship. The goal should always be to lead the sale.
Wow you're an introvert but can do retail work? That's really inspiring!!! I'm generally an outgoing person but I do get a little "weird" at times talking to customers lol HELP!!!
@@mwill9638EXACTLY 💯💯💯💯 she’s talking nonsense.
Wow, I'm in the same situation now, I'm starting tomorrow. How did you do it, any tips?
Thank you for caring about customers’ experiences. If a salesperson started straightening up near me, I would definitely think that they are concerned that I will steal. Greet me, say something like, “I’m here if you need help and I’ll swing around in a few minutes to see how you are.”
I don't care if they worry I'll steal...it's better than cameras taking their jobs. I just like to pass the time a few minutes and maybe return and buy another day from a friendly soul.
I definitely agree with the immediate greeting or acknowledgment of them coming in. But I also agree with the other comments that say don’t pretend to be doing something near me waiting to pounce! That makes me nervous and anxious to even shop!! “Hi welcome to the store, let me know if I can help in anyway!” Works for me as a customer just fine!!
As a psychologist I feel asking "what brings you in today" for me is the worst questions.when they jump you at the door. I want to say my car or feet.
Agreed. I like my privacy and really don’t want to be asked questions. When you tell people what you are there for they immediately want to take you to their interpretation of what they think you need. Usually I just want to look around first.
I want to tell them, “What do you think brought me in today? Up until now, I was happy and thought I was going to make a purchase. Thank you for changing my mind. Have a nice day.” 👋
I agree...I don't want to chat with a sales person at all. Sometimes I just want to look around to see what they offer... and have no intention of buying anything.
That's usually how I answer that. And then I keep walking.
As a customer I feel I must let you know that your techniques are 100% guaranteed to not only scare me out the door, but make sure I'll never return. 😟
@@bethanyatbarnstar Well, I'm not a salesperson. But as a customer, I feel most comfortable in a store if I walk in and can walk around for a few minutes without being approached. At about the 3-minute mark and I've established that the place has something to offer me, if a salesperson has managed to place themselves within my line of sight (not within ten feet), it's okay if they smile at me, wander up, and say something along the lines of "Hi, welcome to the store. I'm here to answer any questions you might have while you're here. If you need me, just let me know and I'll do my best to assist you." Then wait a couple of seconds to see if I have a question, then move away to maybe fifteen to twenty feet to do that folding etc.
The places I've been the most comfortable in have been the places where staff is visible, doing the folding and such that you mentioned, but all they've said is "Hi", and smiled. That makes me feel like I'm not under the microscope, but that if I have a question there's someone there who is willing to help.
Those eyelashes are scaring me….
Me too. I'd be outta there. Thankfully this doesn't happen in my country, unless it's a high end car salesroom or somesuch. Frankly, getting the staff to help you at all, or even find a staff member on the floor, is really difficult. Nobody would ever approach you unless they thought you looked really lost (if they even noticed at all), or if they thought you looked like a shoplifter. In which case their intrusive offers of help would be designed to embarrass you into leaving. Trust me, I've worked in retail. We are trained to drop everything to assist a customer, but only if the customer approaches us and asks. As a customer, I find that assistants let me wander around until I look up from the products and seem to be searching for an assistant, at which point they will swoop in with helpful questions about what I might be looking for. No one's going to ask me about my weekend or remark on my clothing ( unless it is really unusual or individualistic). It is just not done. We'd probably not storm out, but we would leave without buying anything.😳🇬🇧
Accurate advice. I've been in retail for 5 years, and my standard greeting is "Hey there, how is it going today?" when they walk in the door, and then follow up on whatever they have to say. And I never hassle them or try to sell, unless they genuinely look like they are searching. Then it's "Can I help you find anything, or are ya just browsing?" People seem to really appreciate being offered help without being pestered.
When they first walk in I say,”Hi!” and/or follow it up with “How are you today?” Catch their tone - that’s really how they feel.
This is critical because they now know I am willing to be helpful if they need it. As she says - hang out nearby to show you are available.
If they ask about something that is in a box and has info on it and I’m not sure if their answer - hand them the box, grab one yourself and make it a team effort. I don’t have to know everything - I just have to get them an answer - sometimes calling Corporate. Go to the wall for every customer. In the 90’s at The golden years of The Container (voted best place to work by Forbes) - they would bring in a drawer full of stuff and we would walk around with them and organize it with them! What fun! Used to LOVE to go to work and delight people!
You have no idea how many small shops I’ve turned around and left because the salesperson kept hanging around talking rather than allowing peaceful browsing. A customer may step into the store looking for a blue sweater, but if left alone with their own thoughts other items and ideas can, and will, pop into mind as they slowly walk about your store. If a small shop customer is looking for conversation or advise they’ll start a conversation, if the customer says nothing beyond the initial hello, it’s imperative that the salesperson remain accessible but quiet and off to the side.
When I see a regular walk in, I'm like, "hello, welcome. Oh hey!" Makes them feel special that I realized it was one of my friends :P
I worked for a big box retail where I was the Sales Manager... corporate instructed us to literally go up to a customer WITHOUT INTRODUCTION, take their items from their hands and give them a shopping cart! We even had a training session with the District Manager on how to do this! My jaw dropped to the floor! I told the DM that if I was a customer and an employee grabbed stuff from my hands like that I would 100% leave and not be back! I said that I would NOT allow my team to harass shoppers like this just because giving a customer a cart will increase basket size! Needless to say, I left that toxic environment quick...
🤦♀
I would be so taken back, that I wouldn't return either. I might be too embarrassed to leave at once, but I wouldn't be a return customer.
As a frequent and longtime customer my pet peeve is when a cashier asks, “What are your plans this weekend?” Or some other question that is nosey, prying which they have absolutely no interest in my answer and that they’ve been trained or forced to ask. “What brings you into the store today?” Strikes me as the same type of overly aggressive technique that I personally would run away from. Just a simple hello, let me know if you need any help is the best.
I know. Asking a total stranger if they have fun plans for the weekend strikes me as overly nosey. I can't even imagine being asked that type of thing by a total stranger and I'm an extrovert at heart but have lived in an introverted country for the last 30 years. (American living in Poland)
@@beckypetersen2680 , you can say, "I am going to visit my dying grandmother in hospice this weekend."
Retail was fine for the first year 2nd year is soul sucking...greeting..smiling....selling credit cards...I have a sense of dread when i see customers approaching the register 🙂
It's not for everyone! 😊
I disagree. When a retail clerk says “if you need some assistance just let me know.” is the best line. You’ve acknowledged the customer and you’ve established yourself as a clerk, end of discussion. If the customer doesn’t have a question once you’ve first acknowledged them, they’re probably just browsing or they already know what they’re looking for. Women may disagree but most men will agree, we ask for help when we need it or we just search and find. ✌🏼
I was always told that we shouldn’t leave the burden of approaching someone up to the customers, so we were encouraged to say something like “I’ll be right over here and I’ll check up on you in a little bit!”
@@lolchuubi that’s all you need, touch base with the customer to let them know who you are and let them browse. Unless they then ask for assistance, move along. 👍
You might be shocked to learn that people who do as suggested in this video will have higher sales, their customers will rate them and their business more highly, and they'll be more likely to return! From years in sales and sales management, I can confirm this without hesitation.
Imagine going to your doctor for a cold. He treats you for the cold and sends you on your way. A month later you find that a mole on your face turns out to be something bad. You go back and ask the doctor why he didn't check the mole when you were there for the cold. He says, "You knew I was a doctor, you came in for a cold but you didn't ask about the mole."
@@kentschrader3900 Interesting. What percentage of shoppers or visitors make a purchase? I know myself as a man, if I’m in a store, I’m making a purchase. My wife in the other hand, she will make a purchase 25% of the time. If you have 4 staff at a very busy store and know the percentage of buyers to browsers, does that effect your strategy? Or is it pretty impossible to try that approach?
u probably don’t have sales experience or have kpi’s (business goals) that have to be met daily. u need to interact with customers to drive sales results. your amongst the 20% of people that we tend to let walk around and browse
I will literally leave your store if you start quizzing me about my weekend. Unless it's a boat store I don't think any good comes from telling customers about your weekend of sailing. And telling me a story about everything I focus on in the store is super annoying too. I don't see anything wrong with "can I help you find anything?" or things along those lines, that's basically the same as "what brings you into the store?". I do agree it's very important to be greeting and making contact though.
I agree-I find those kind of questions from sales associates and cashiers a bit intrusive. “So…what are your plans for the weekend?” is followed with an awkward, “Uhh, well, going to the library to get a book of crochet patterns”. (And my spinsterhood becomes apparent, lol 😂)
Spot on. All parts of sales training I got over 25 years ago. And don't be afraid to suggest a customer try another retailer because you don't have a product that suits. In most cases they'll remember you had their best interest at heart and come back later.
@vividmouse7 That’s one scene I remembered and admired the most from the old 1947 movie, “Miracle on 34th Street “. A young Natalie Wood played the little girl who didn’t believe in Christmas. Maureen O’Hara played as her mother and also as an executive at Macy’s. Edmund Gwenn played as Chris Kringle, aka Santa Clause.🎅🏼
Santa was sending customers to Gimbals Department Store when they couldn’t find what they wanted to buy at Macy’s Department Store. Both stores used it as a way to increase their sales. But the customers Loved it!😂
Ever since I was a kid I've been put off by store personnel who ask me, "May I help you?" Strangely it made me feel unwelcome, as if I shouldn't be there, or as if I'm trespassing, like"What are you doing here?" As an adult, sometimes I've responded by asking, "What do you have in mind?"
I think a better way is just a friendly, "Hello!" or "Welcome to Skuzbag's!"
When I'm greeting a customer I sometimes say, "Welcome to Petunia's, where quality and service meet!"
I always smile and say, "How's business? Ya'll doing OK these days? the store looks good today."
I hate when a salesperson tries to talk to me or worse asks me open-ended questions that are none of their business. Sorry not everyone wants to be noticed, acknowledged, or forced to talk to strangers. If you guilt me into talking to you, i won’t come back.
This can be true if someone is literally just "killing time" and has NO need (maybe they're just looking while waiting for someone), but if there's even a possible interest, most people will open up. Of course, we don't know if there's any interest unless we try. Many people who would tell you they don't want to be noticed or recognized, will happily engage if approached the right way. I bet you have done this too!
One amazing technique I learned was in furniture sales. A salesperson approached a couple entering the store and asked what's normally a "bad" question - "May I help you with something?" After the people said "No, we're just looking," he'd say, "Ok, no worries." Then he'd turn and walk away a couple steps, then stop, look back, and say, "In case it helps, our traditional items are on this side and our contemporary things are up front... and we also have some in-store sales that aren't marked yet. Feel free to just look around and let me know if I can help." Then he'd turn and walk away again. Invariably, he'd hear, "Well we're actually looking for...." What happened? He essentially "accepted" the customer's unspoken message, which was "don't bother us, we'll make our own choices and don't want to be sold anything" and when he turned away, the customer's SALES RESISTANCE melted away, then they unwittingly became more open-minded. So, yes, being too aggressive is a turn off but sometimes appearing NOT to be a "salesperson" will open people up (it makes them feel like they are in control!).
In reality, only a small percentage of time will people truly "just want to be left alone." Be careful thinking that just because YOU feel a certain way (at the moment), that no one will want to be approached; your results will reflect that belief!
Totally agree. I especially hate when they ask what my plans are for the night or weekend or whatever.
@@katemorro4828 Me, too!!
When I shop I want to be left alone. If I need help, I expect the salesperson to help me with what I need.
I personally don't have a vehicle, so I can't be picky when it comes to jobs. I've done practically everything since covid closed my job down.
When I got in retail, I knew nothing about nothing. But I did have faith. Small as a mustard seed, but I had it.
I was the leading seller in the company my entire time there. Every week I sold more and more without doing much.
At first I just acted like I knew, but I didn't realize I was actually Already equipped. I treated customers as if God sent his angel in. I personally used customers as tests. It was time for me to make my weaknesses my strengths. I believe in all of you. Not for the company or sale, but for you.
"as if God had sent His Angel in". I love that ❤
😇
I would advise against personal questions. I cannot stand it when clerks ask me what my personal plans are, it is invasive. Nice day is better than wanting to know my plans or what I'm doing after I leave the store. It's very personal, invasive and kind of rude to ask a complete stranger. Now, there may be some people who love small talk, but that isn't me and obviously not a lot of the others here commenting. So please so not ask a complete stranger those kinds of pressing questions.
100% agree. Asking someone what their plans are for the weekend? I'm kind of in shock that this person recommends that. Asking a friend that - that's another matter. The clerk isn't your friend - at least not on the first visit.
Somebody should tell the employees at Bat and Body. I do not like going into their store because they jump on ya as soon as you walk in the door. I shop on line to avoid that.
I'm starting in a new retail job again so all these tips are so helpful. I'm thinking that maybe there's also a culture difference between western and asian retail markets because customers here usually don't do small talk/would prefer to shop unbothered by sales staff, and usually when we greet them, they either just smile or look confused.
I'm glad these tips helped! Yes there are for sure cultural differences at play, but the intention to serve your customers the best way you can is the same. You can always tweak your approach with that in mind!
sad thing is that my boss doesn't want me to "chit-chat"... in her words, "she couldn't care less about a customer's life", so "it's not my job to entertain them, only to sell". I agreed to not cause any fuss, but I'm gonna keep trying to make an enjoyable time for me and them as well.
L boss
Your boss a crackhead fr
I had a similar boss - He always said "You're spending too much time talking with the customer, you're here to SELL !" While I understand his concept, mine differed slightly in that my motto was " The more you tell, (the customer about a product) the more you sell !" so I'd spend more time educating customers on techniques and options for choosing the products which will work best for them - I think most customers appreciated that.
I think you gotta be contextual with some of this.
"What can I help you with today?"
is great when you have a store that people come into and constantly have questions about products, examples are health food or supplement stores.
The response is usually positive and engaging because you've opened the door for them to feel better about asking a question they may be insecure about.
"What brings you in here today?"
Classic response:
" well you guys have supplements and I need some."
Seems funny and easy going on the surface but tends to ctually turn people off because they expect you know why they came into the store.
Like I said, context, phrasing. There's no golden rule for all stores and all products. People don't behave the same in every situation, that's real life.
I like that you didn’t tell us to immediately ask “What brings you in the store today?” Personally after a sales person saids “hello” to me, then asks that question I shut down. It’s obvious I’m curious what is for sell, is an item in stock, or I’m looking for a specific item. But if they engage in a conversation, then organically ask me what brought me in, then I don’t feel a pressure of a sales tactic coming on.
Well said. It's all about sales resistance. People expect to be aggressively approached, sold something, and not easily left alone, so our job is to NOT do these things but to try and engage in a low-key way. Sometimes people are so pleasantly surprised (they found a friend and not a salesperson), they'll happily engage!
Ive done retail since I was 18, Im now 60. Dont need this "expert" to tell me how to do my job. Its trial and error. You gain wisdom simply by doing.
Tlcforeveryou, if you can’t gain anything from this “expert,” then perhaps you just need to quietly MOVE ON. Maybe she has something that can help someone else who hasn’t been peddling for 40 years. Is it wrong to learn from other’s mistakes?
These are some great tips! I was in retail sales management, and I found that the biggest sales barrier was NOT building rapport up front. In a training involving role plays (sales person / customer), people were taught how to greet the customer, then explore needs (which builds rapport) before suggesting any particular solution (or product). Then they were flat out TOLD that in the role plays, when the "customer" stated a "need," they were going to suggest a product without asking questions to determine real needs... In EVERY case they did exactly THAT, even after being taught up front not to do that, but to take time and explore needs! The tendency to "rush to a sale" can be so strong.... but this is how we defeat ourselves in sales. Better sales practices = better sales results!
trt
I am working in fashion retail since 1989, and running shops since 1993. Yes, it was a lot easier in the 90ties, before people were shopping online, and everybody had more money to spend than today. I never have problems talking to costumers , my business is doing well. But it does exhaust me, and a lot of customers can be very rude and demanding and have no respect. I am glad that 80 percent are “regulars”, local people who like my honest comments, and my straight forwardness.
I had a destination retail store (medical and home equipment and supplies) so everyone coming in NEEDED info and help. I would acknowledge them upon entering and let them know I’d answer any questions when they wanted/ready. Actually “how can I help you” (in this type of store) was not a turn off because no one coming in had a clue about what they needed or what their prescriptions said.
I hate when people go near me to “pretend to fix something”. Please don’t do this. Just come up to me straight. Stop treating me like cattle.
Yeah, I've had numerous sales people / managers do that near me without taking and makes me wonder if they are scared I'm going to steal. it's best to just be upfront and talk.
Yes!! I also despise being asked about weekend or day plans. I much rather be asked “what am I looking for” or “let me know if I can help you find something or answer any questions”.
Me too.
Or the guy who stands two feet away from you pretending to fold shirts.
Unfortunately theft is a huge problem in retail stores, and this that your describing is a way to prevent it. I understand it can also be very offensive as an honest shopper. Its tricky.
Thank you. Just saying ‘Hello I’m here if you want help’ is good. I hate over eager chatty salespeople. I’m likely to run away.
I walked into a bakery the other day and before the door closed behind me/ one foot was in one was out the door the sales person greeted me with “WHAT CAN I GET FOR YOU?”
That was such a turn off for me.
Ummmm can I look to see what I want?
Or her saying, “I’ll be right here if you need anything”. Would have been more pleasant 🤷🏽♀️
I have a weekend job where I sell patio furniture. I don't use it all the time, but I have a 100% conversion rate when I ask the customers what brings them to the shop. They fall into a story of their house as well as their patio, and what they need or are looking for, for the space. Just ny sharing that, they give me so much information of what they actually require and makes the selection process so much easier which leads to them buying (I think much easier than they would have without asking that simple question)
By opening up the conversation and allowing them to share details, you're able to provide better service. Because their information combined with your expertise, gives them a customer experience they'll remember! Well done!
I sell furniture and half my customers say “oh nothing, just looking” about 90% of the time I or anyone else asks them that. It takes about the second or third contact with that customer that you find out. Our way of doing it is showing how they can find prices for themselves at first, which puts the power in their hand and makes shopping with a budget easier. Then we leave them alone, while staying within earshot in case they have a question. Generally once they’ve gravitated towards something, or an area of the store we ask if they just got a new house, what furniture are they replacing, etc…
I sell furniture and half my customers say “oh nothing, just looking” about 90% of the time I or anyone else asks them that. It takes about the second or third contact with that customer that you find out. Our way of doing it is showing how they can find prices for themselves at first, which puts the power in their hand and makes shopping with a budget easier. Then we leave them alone, while staying within earshot in case they have a question. Generally once they’ve gravitated towards something, or an area of the store we ask if they just got a new house, what furniture are they replacing, etc…
When I go into a store, I like to be acknowledged and then left alone. I’ve had assistants straightening up the racks that I’ve been looking on, pretty irritating . I’ve also been followed so close that one time he was so close up my back that when I stepped backwards, I trod on his feet. Also irritating. I just like to be able to see an assistant so I can go and either ask a question or pay for purchase. I also don’t enjoy them striking up a conversation as I like to concentrate on what the store is offering. But I’m a mere customer, what do I know
Just a warm smile, hello, ❤and THANK you for any purchase is more than enough!
In any profession - especially retail sales - you can't place a higher value on the gift of the gab. People used to describe my father as someone who could talk to ditch-diggers and dine with kings. In retail he could literally talk to anyone no matter their station in life. He knew how to naturally draw people in with an easy-going conversation about virtually any topic. He'd gain their confidence within the first minute or two - establish what they needed - and conveyed how he could help them get what they needed. A huge aspect of his pitch was if he didn't carry the product or something a customer needed - he neve shy'd away from telling them where else they could get what they needed. And more often than not those customers would return to him because he'd won their loyalty and confidence that he was there to help whether it meant getting the sale or not. Over the years I absorbed a lot of his gift of the gab and have found it to be absolutely invaluable.
In the golden years of The Container Store (1990’s) we used to call it “chatting them up.” We were all about - touching them with love and selling along the way. A women who was struggling with cancer treatment would come by once a week just to hang out with us. We didn’t have a rule book. What we had was a principle - “Do the right thing.”
funny that this information is also helpful in day to day interactions. a simple greeting of hello or good morning from one person to another can really set the tone of the environment your in. work, home etc. ❤
So true!
You're so right! I struggle with this, as I just started delivering for a local flower shop & sometimes the owner asks me to help out in her lovely boutique. I used to work retail back in the day, and yes we are so programmed to deflect them immediately LOL. I love the "Welcome!" instead of "How can I help you today?". Great tips! Thank you!
So glad I could help!
Thank you for the helpful tips! I’ve been a preschool teacher for many years and now I run a small boutique in San Diego. With your helpful tips I notice it’s like being a teacher again lol😂. Open ended questions to students , smiling at parents and just making the environment welcoming. I do all that but with customers now pretty cool! My problem is I talk a lot 🫣! Working on that . I am happy I am on the right track but still learning.
Congratulations on your boutique! Be sure to join our community on Facebook as well so I can continue supporting your journey:
www.retailmavensfb.com
Hi Retail Maven! Stumbled onto your video and having retired from a decades long background in many facets of corporate retailing, I am delighted to hear your insights. They are simple and apply to life in general -friends, family, coworkers and management alike! I think what most management forgets? It starts at the top. Ps. Love your grin, a genuine smile is priceless.
Thank you thank you thank you! Im starting my first job in about 9 days and this is my first job, let alone retail. I’ve been thinking about what I’m going to do on my first day to impress the managers and this helps so much. I always thought things like “what can I help you find today” and things like that felt kind of iffy as a customer but coming into retail that’s all I’ve been thinking to say just cause you in counter that so much. But I love all of the phrases you mentioned so I’ll definitely be using them. Thank you again ❤️
Congratulations on your first job! And on being invested in your growth and success! I'm glad this was helpful!
My 2nd day at my new job in the early 90s we were “mystery shopped “ .
That day I was assigned a cleaning job but the “customer” asked an assistant for help & ignored so she came to me .
I immediately stopped and gave her full attention.
As a result I was hired & other assistant they let go .
I have since had retail training in beauty brands & hotel customer service all on minimum wage .
Although I’m skint I’ve had amazing experiences because of it 😊
Thank you so much I'm soo proud and excited to have found this channel!
Glad you're here!
As a customer, I hope more retail folks listen to this. Excellent advice.
Thankyou!! I'm looking for a first job in retail after being in hospitality. The open ended questions are so helpful in helping me do well, so appreciated!!!
I'm glad you found them helpful! Good luck on your job search! 🤞
Super helpful!!! Love it 💘💝
What a great video. I'm a bartender/ server and am always learning and looking for tips and tricks on how I can provide a wonderful experience for my guests. I really enjoyed this video ! There are a lot of tips fro. this video that can transfer over to the service industry. I especially like the thing about an open ended question as a way to get the guests talking! Thanks for creating such an informative video!🎉❤
So glad it was helpful! I love that you're committed to providing an excellent experience for your customers!
Bartender is easy, because people comes in the bar for buy something for sure. But store... pfff is not same.
So funny seeing this right now. My daughter just came home from shopping, telling me about being in a big box craft store where the clerk had to conspicuously "straighten" shelves nearby, making her feel uncomfortable as it was obvious the clerk was watching for theft. So - still good advice, but make sure you remember the smile and friendly conversation.
Wow, me as a seller, I love this video. Great tips! Thank you for the content!
Great video. Love it. Back to retail basics.
Just to add a little extra….always remember that you have to sell yourself before you can sell your product. If you can make that connection first before worrying about the sale you will have a customer for life. 😊
You hit on sone great points in this video, def helpful. thank you
I agree with some of this, some of it not so much. But that's how we learn. We all can learn from someone even if it's just one thing.
For me, I realize that everyone is different and they put off different vibes. But I am going to greet each one and then ask them "what brings you in" or "how can I help you" or something of the sorts. It's not so much the exact working but the vibe and aura we are putting out there. You can say "what brings you in" and be super weird. And I always make eye contact and smile.
I love dear Mr. Selfridge...you're right in his line. Though many may simply not have the money, or that day have no money, nothing is better than both sales help and customer have a pleasant time. Even if they're broke they may remember and return with a well off friend or when they get paid. Money is not the object....if it is the vibes are slimy. Greet people, regardless of their appearance, with encouraging smiles. My opening is always, "How's business these days? Ya'll doing OK? That display looks so nice..." I love just getting out and want to bring a little attention and energy even if I can't afford anything.
Honestly…I would prefer that sales people just say “hello, thank you for coming in” “if there is anything I can help you to find or if you have any questions, I am happy to to help” ….and then I would like you to leave me alone so I can actually shop. I’ll approach you if I need assistance.
As an introvert, that is all they greeting I need. You try to engage me too much and you will never see me in your store again.
What a lovely lady. Thank you for your video and top tips.
Definitely going to use all of your tips they were really helpful.... thankx
Let me know how it goes!
Excellent tips! Thank you! :)
This gives me a wayyyy better outlook. Thank you!
Excellent! Deserves more views!
Incredibly grateful for all helpful tips!!!
So glad you're here!
I have no use for this video, but I found it very interesting and entertaining because you have such a positive personality! 😃
I came for the eyelashes.
I’m starting next Monday. This is so helpful thank you so much!❤️
Way to take action!
Amazing, been looking for a channel like this for a while!
So happy you're here!
Wow thank you for sharing this video...really big help for me...❤❤❤
I just got a job at francesca's and they told me not to say what brings you in and now im totally thrown off and the past few days its been hard for me to "make a friend" thats their motto SO ive been taking notes and watching your videos for extra help ❤❤
I think this type of thing is not for all customers and depends on the size of your team and the size of the store your in. From my experience most customers want to be left alone until they need something.
Some think it's being over friendly doing that. Others like a friendly conversation. The older generation more so but That's where the watching signals come in.
Yea thats true i work in a pretty big store, and theres lots of people and a lot just ask where the stuff they search is, only a bit of customers where you can actually talk to them and start conversation. And sometimes we just dont have time to do long conversations, try your best id say
E freken xactly!
Boomers and Karen's are the only people who like to be greeted. Prove me wrong
It’s weird and startling when a disembodied salesperson’s voice greets me when I enter a store, and I have to look all around to try to locate them. It feels like they’re letting me know that the cameras are on, they know I’m there, and they’re watching me. I understand it’s the times we live in, but I don’t like that at all. On the other hand, I also dislike the giant department stores without even one associate around at times when I do need assistance.
This is really helpful! Thanks so much for sharing.
Thanks for being here!
Great video. Thanks ❤️
Thank u!!
this is so true
GREAT ADVICE. THANK YOU.
Wow thats so perfect 👌
I'm starting my new job a day from now, I'm kinda nervous but I want to make great sales for the business. I haven't been in a team before so I hope everything will go well. Thank you so much for these tips.😊
Good luck!
starting my biggest retail job in 10 days .
thank you so much.you are best and your video is best.
Glad it helped!
Thank you❤
When I shop, I don’t want small talk from the owner or salespeople. If I have a question, I will ask for help. I hate being followed around, I have left a store many times because my time is precious and I don’t have time to talk about what I did on the weekend….that is so fake. So when I come into your store, smile..welcome me..but please don’t be fake and waste my time with small talk….or follow me around. It’s distracting and It’s obvious what you are doing. I am positive that once I make the purchase or leave the store empty-handed..you couldn’t care less what I did last weekend. Thank you…but no thank you!
worked retail. so sick of companies telling u to Go after the customer who just walked in. if anyone does that to me i walk out. these companies Never listen to us mere workers!!!! we re the ones who knows what works and what doesnt
This was very helpful thank you!!
Glad you liked it!
In customer service for many years, love assisting people. I believe customer service is number one factor for a successful closing. But number one customer service element is Honesty. My rule : Treat customers like you want to be treated. However, cultural speaking people is different some like their space, others want to monopolize your time. Acknowledging your customer (eye contact), be friendly and knowledgeable about the store products.
Yes, cannot do it in India. It's Gandora.
Thank you so much for such a great video fill of quality tips. I am about to start a retail job in my favorite industry - homeware (woohoo!!) and need all the tips and tricks i can get to help me start so thank you :)
Good luck!! 👏
Thankyou now I know how to start a convo 👍 awesome and helpful video
Go be confident - you're doing a great service!!
Helpful message and crazzzzzy eyelashes !
thankyouuu!
I think you have to read customer’s body language. Some people like to chat and others not so much. I don’t like the distraction if the sales clerk talks too much. I’m there to look and most likely buy. I like the approach at Talbots. They are friendly and helpful but not over the top. I am very turned off if they ignore me when I walk in or are talking to each other and ignoring customers. I’m also distracted if they wear too much makeup or have purple hair😂.
I’d leave the store if you did this to me. Say hi, greet in some way, then leave them alone. Don’t get overly personal. I’m there to shop, not get to know you.
you nailed it
Give a genuine "Hi, how are you?(Let them answer) Is there any direction that I can point or direct you towards? Ok good! I'd love to show you real quick, here we have.............." TONALITY and WARMTH is KING!
I’d rather they just leave me alone!
You are awesome!
You have an amazing voice ❤, thank you for those useful tips .
Thanks for being here!
As a customer and someone in retail, I agree with most of your information it was very helpful but the question I cannot stand is how was your weekend or do you have plans for this weekend or how are your holidays for some of us that are alone… I mean, how are we supposed to answer that question? You’re being polite but I either just say “peaceful.” Or “I worked.” I think society we need to stop asking people we don’t care about how they are. A customer taught me that after I said, “It’s a beautiful day.” He went on a tiny rampage, and then I was so apologetic. He said just kidding. I’m just teaching don’t ever ask anybody how they’re doing.
Ooh, you’re a pro!
Reading people is more effective
Most customers are not ready or serious buyers
Asking questions will funnel what they are really looking for
I try to understand how they shop so I can understand how they want to shop
Saks salespeople were great at remembering who you were and usually greeted you by name.
Thank you for your lovely words about how Saks retail sales people made you feel good. As a retired Saks Associate It does me proud to hear this. ❤❤❤❤❤❤
@@user-zk9nf6ki3k They were the best! I bet you made a lot of women more beautiful.
Dear God, as a customer I am already feeling anxious knowing that shop assistants are learning these tactics to extract money from me. However, I can detect BS and faux sincerity a mile off. An assistant's smiley "Hi, lovely to see you again" will guarantee I go elsewhere.
Thank you Cathy
Thanks for watching!
Mama, U r good. If I was treated that way, I sure would buy and be back. Am incorping this info my business ASAP. Thank you.
You are so welcome