First impressions matter! Sometimes an improper Greeting can ruin the whole business relationship. How many of you heard the Greeting "Hi, Can I help you?" in a store, and how many of you have replied "No thank you. Just looking." Now the opportunity to make a sale is lost...
You have to forget about the dry business line "Hi, How can I help you today?" and be more creative in order to stand out from your competition and to attract the many available customers.
Greeting
1. Smile - Nothing puts a customer at ease faster than a friendly face and a smile. It creates a welcoming and comfortable atmosphere.
2. Eye Contact - This shows your undivided attention to the customer. Make eye contact as soon as the customer enters the store, regardless of what you are doing. This demonstrates that you are genuinely interested. Don't overdo it though; you don't want to scare them off by bluntly starring at them.
3. Body language - The way you are standing and facing the customer tells them how interested and enthusiastic you really are. Leaning or turning your body away and multitasking when a customer is speaking to you are an indication that you do not care.
Pay attention to the customer's personal space. If you notice that a customer is moving away, do not try to move closer.
4. Tone of voice - It's not what you say; it's how you say it! Greet your customer with enthusiasm. I understand it can become tiring to greet the fifty customers who enter the store. However they do not care how many times you may have said the same Greeting; for them, they are always hearing it for the first time.
5. Words - Choose the words that fit the style and type of the customer. "Dude" would probably not be acceptable for any person over 18 and sir/ma'am would not be received well by the younger audience. Read your customer and try to identify with their age group but be cautious, as the environment of your job needs to coincide with the age group. You can't be selling suits and call a customer "dude" however it is appropriate in a kids department or even in a sporting department.
6. Greet - Greet the customer from a reasonable distance; do not shout from across the store. Find a friendly, simple opening line, which makes the customer feel welcomed in your store and at ease.
- "Welcome! Come on in. Is this you first time to our store?" (If the answer is yes, it'll give you an opportunity to promote your product. If the answer is no, you can still point out the latest updates for your store.)
- "Good Morning! Cold out there?" (use the weather to your advantage)
- Hi! Welcome to 'the store name'. Feel free to look around and I will be right with you. (this line would be perfect if you are assisting another customer)
7. Conversation - Don't make your question short and quick. Get to know the customer. This will give you the necessary time to look for cues on the customer's likings, so you can find the right product for them.
But do remember that some customers just want peace and quite while wondering through the store. Don't be pushy.
8. Things to avoid - And lastly, if you want to make the sale, never greet the customer with:
- Can I help you?
- Are you looking for anything in particular?
- Anything I can help you with?
The answer would be "No thanks. Just looking."
Greeting The Customer In A Retail Store
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