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Working 1. Start It\u2019s 2. <\/span>Set 3.<\/span><\/b> <\/span>Require everyone to do<\/b> 4.<\/span><\/b> <\/span>Answer the phone within If you In 5.<\/span><\/b> <\/span>How the phone is answered \u201cHello Instead 6.<\/span><\/b> <\/span>Welcome<\/b> shoppers as quickly as possible.<\/b> It\u2019s interesting A warm smile We This is 7.<\/span><\/b> <\/span>Watch your body Keep 8. <\/span>Ask Close-ended 9. <\/span>Demonstrate 10<\/span><\/b>. <\/span>Remember to<\/b> suggest additional products.<\/b> Have you Customers Try our 11.<\/span><\/b> <\/span>Don\u2019t forget to build a relationship. 12. <\/span>Celebrate Toast
\non the front line of retail is hard. You sell in-store, online, and on social media, making exceptional customer
\nservice mandatory. Every associate must be kept up to speed on what is expected
\nof them while at work, and every associate needs to ensure that whatever is
\nexpected happens. Let\u2019s look at what you can do to improve your customer
\nservice and increase store sales:<\/span> <\/span><\/span><\/p>\n
\nwith solid communication.<\/span><\/b> You know the saying: Everyone needs to
\nbe on the same page, in the same book, but they can\u2019t do that unless you make
\nit happen. Consider setting up a weekly email blast for associates only that
\nbrings them up to speed on what\u2019s happening in the store. You can do the same
\nthing with a private Facebook Group or keep in daily contact with a myriad of
\navailable free apps. We like WhatsApp; it\u2019s free to use and you can send
\nmessages, documents, photos, and videos, make voice calls, and even host video
\nchats on mobile devices and desktop computers. If you are able to send the same
\nmessage to all associates at the same time, choose whatever method works best for
\nyou.<\/span> <\/span><\/span><\/p>\n
\nalso a good idea to hold a 10 minute meeting with associates each morning before
\nyou open the doors for business, repeating it again whenever there is a shift
\nchange. You can leave people in the dark, but you can never over communicate.<\/span> <\/span><\/span><\/p>\n
\na daily sales goal.<\/span><\/b> No matter how long they have been with
\nyou, people need to know what is expected of them. If you have never set a daily
\nsales goal you will be pleasantly surprised at how much more attentive associates
\nbecome once they know you are keeping track of their productivity. Your POS
\nsystem may be able to help here or you can simply ask customers at the cashwrap
\nwho helped them and note it in a Daily Sales Goal Journal. Don\u2019t just say you
\nhave a goal \u2013 write it down and put it in a place where every associate can see
\nit.<\/span> <\/span><\/span><\/p>\n
\na mandatory 360 Degree Pass-By<\/b> at
\nthe start of each shift. This exercise requires associates to do a quick walk
\nthrough the store, noting what\u2019s new, what has changed, and which areas need
\nimmediate attention. A daily 360 Degree Pass-By shouldn\u2019t take more than a few
\nminutes, but it will help associates \u2013 even your full-timers \u2013 become more
\nfamiliar with what\u2019s happening on the sales floor.<\/span> <\/span><\/span><\/p>\n
\nfour rings<\/b>, the number typically programmed into answering machines and
\nvoice mail systems. There will always be exceptions but picking up the phone in
\nfour rings or less should be your norm.<\/span> <\/span><\/span><\/p>\n
\nare busy helping another customer and the phone rings simply request permission
\nto answer the phone. Ask, \u201cWould you mind if I answered the telephone?\u201d If she
\nsays OK, take the call and offer the caller the choice to be placed on hold or
\nopt for a call back within a specified time. If the customer says no, then let
\nthe call go to voicemail and call the customer back as quickly as possible. But don\u2019t rely on voice mail to answer every call.<\/span> <\/span><\/span><\/p>\n
\nperson we have a chance to make a judgement call about the person we are
\nworking with, but over the phone it\u2019s a different story. We remember working with
\na retailer who had a pleasant store associate who didn\u2019t sound so pleasant over
\nthe phone. After working with her for a while with no change Rich decided to
\nhang a mirror over the telephone. He suggested that the associate look in the
\nmirror and smile before answering the phone \u2013 it did the trick. Try it! It\u2019s
\nhard to sound bad with a smile on your face.<\/span> <\/span><\/span><\/p>\n
\nbuilds a perception about the business.<\/b> Know what drives customers crazy?
\nThis:<\/span> <\/span><\/span><\/p>\n
\nand thank you for calling XYZ Shop. We are open from 10:00 \u2013 5:00 Monday \u2013
\nWednesday, Thursday, and Friday, 10:00 \u2013 9:00, Saturday from 10:00 \u2013 6:00, and
\n11:00 \u2013 4:00 on Sunday. Our special today is ______________ and
\n_______________. This is _______________. How may I help you?\u201d Click.<\/i> TMI.<\/span> <\/span><\/span><\/p>\n
\nchoose a short, standard greeting that everyone must use when answering the
\nphone. Ours is, \u201cIt\u2019s a great day at KIZER & BENDER Speaking! This is
\n____________, how may I help you?\u201d It\u2019s short, friendly and to the point.<\/span> <\/span><\/span><\/p>\n
\nthat in our onsite studies shoppers who were greeted within 60 \u2013 90 seconds say
\nit took five minutes or more for someone to acknowledge them. It\u2019s a perception
\nthing \u2013 we call it customer time vs. real time \u2013 so say hello ASAP.<\/span> <\/span><\/span><\/p>\n
\nand a hello are really all you need. Make eye contact and say, \u201cWelcome to the
\nstore!\u201d or \u201cWhat brings you in to see us today?\u201d Most customers will thank you,
\nopening the door to a lengthier conversation. If the shopper needs help
\nimmediately, she\u2019ll ask for it. When she doesn\u2019t need help, offer a cart or a
\nbasket and invite her to browse at her leisure. You can check back later to see
\nhow she\u2019s doing. But don\u2019t ever say, <\/b>\u201cMay
\nI help you?\u201d because the answer will almost always be, \u201cNo thanks, I\u2019m just
\nlooking.\u201d That question only works when the customer is clearly in a hurry.<\/span> <\/span><\/span><\/p>\n
\ncreated the \u201c7-Tile Rule\u201d <\/span>\u2013<\/span> acknowledging customers when you come within 7′ of them <\/span>\u2013<\/span> after watching shoppers roam too many sales floors
\nunattended. Your goal should be to acknowledge every shopper every time your paths
\ncross on the sales floor. React with a smile, nod, or conversation \u2013 whatever
\nthe situation requires. The 7-Tile Rule isn\u2019t just a perception builder; if the
\nshopper is up to no good, all that attention will send her right for the door.<\/span> <\/span><\/span><\/p>\n
\nalso a good time to introduce yourself; people like to be addressed by name, so
\noffer yours first. In fact, everyone should introduce themselves to at least
\nfive customers each day. When was the last time anyone at a big box store
\nintroduced themselves to you? Never? We thought so.<\/span> <\/span><\/span><\/p>\n
\nlanguage. <\/b> <\/span>What we are really
\nthinking shows up before we ever say a word. Did you know that 7 percent of
\nwhat we communicate to others comes from the words we choose, 38 percent is
\nthrough tone of voice, but 55 percent of what we communicate is done through
\nbody language? It surfaces in how you stand, how you hold your head, and the
\nlook on your face. Sometimes standing with your arms crossed is just
\ncomfortable, but to the customer in front of you, it\u2019s a barrier.<\/span> <\/span><\/span><\/p>\n
\ncellphones off the floor or limit usage when shoppers are present, even when you
\nare legitimately doing store business. Stay at least 6\u2019 away from a customer\u2019s personal
\nspace, and when you are having a conversation with another associate always stop
\nand acknowledge customers who are nearby.<\/span> <\/span><\/span><\/p>\n
\nthe customer questions to determine what they came in to buy.<\/span><\/b> There
\nare two ways to ask questions: open-ended questions and closed-ended questions.
\nOpen-ended questions allow you to quickly uncover useful information. Open-ended
\nquestions begin with who, what, where, when, why or how. Think, \u201cWho is this gift for?\u201d or \u201cWhich colors are you leaning towards?\u201d<\/span> <\/span><\/span><\/p>\n
\nquestions can only be answered \u201cyes\u201d or \u201cno\u201d. They are helpful with talkative
\ncustomers and with those who give you long but non-useable answers. Closed-ended
\nquestions always begin with a verb, like will, are, is, did or didn\u2019t. Think: \u201cIs
\nthis gift for a child?\u201d or \u201cDoes this person enjoy puzzles?\u201d Just remember,
\nwhoever asks the questions, controls the conversation. Once you discover what
\nthe customer is looking for you can get to work.<\/span> <\/span><\/span><\/p>\n
\nhow the product can be used or how it works. <\/span><\/b>Obviously, it\u2019s easy to
\ndemonstrate how a sewing machine or lawn mower works, but there are show and
\ntell opportunities with all sorts of items. Drape apparel or fabric,
\ndemonstrate items the customer may not be familiar with, show what\u2019s in a kit \u2013
\nbe creative because this is where you get to show off your product knowledge.
\nAnd by the way, if you are unfamiliar with all the products in the store, take
\na moment each day to read labels, and instructions on products you have not
\npersonally tried.<\/span> <\/span><\/span><\/p>\n
\never been to a fast food restaurant where they didn\u2019t ask if you wanted fries
\nwith your sandwich? Nope. Because that never happens. Fast food retailers know
\nthat the easiest way to increase the bottom line is to have associates suggest
\nadditional items. It\u2019s so ingrained that every associate does it, every time. Associates
\nworking in your store should do it, too.<\/span> <\/span><\/span><\/p>\n
\nwon\u2019t buy additional items if they aren\u2019t asked. Sometimes those add-on items
\nare a necessity, like batteries or components needed to complete a project. Why
\nwait for the customer to return home without everything she needs only to
\nreturn angry because she had to come back again? Don\u2019t think of add-on selling
\nas pushy, think of it as a positive way of helping the customer and suggest
\naway.<\/span> <\/span><\/span><\/p>\n
\n\u201cGimme 5\u201d exercise: Randomly hold up an item and ask your associates to name
\nfive additional items that could be added-on to the sale. Practice until adding-on
\nbecomes a natural part of the sales process.<\/span> <\/span><\/span><\/p>\n
\n<\/b>Before the customer leaves the store think about one more thing you can do
\nto keep her close. Invite her to sign up for your email blasts, watch your
\nFacebook Live broadcasts, join your private Facebook Group, or just hang out with
\nyou on social media. If you happen to capture the customer\u2019s address, send her
\na handwritten card thanking her for choosing your store. It\u2019s the little things
\nthat draw customers close to your store, and it\u2019s the little things they share
\nwith their friends about your store.<\/span> <\/span><\/span><\/p>\n
\nthe victories.<\/span><\/b> We need to celebrate daily victories, even the little ones.<\/span> <\/span><\/span><\/p>\n
\nthe end of a long week by recognizing associates for a job well done. For
\nsomething above and beyond what is expected \u2013 big sale, letter, or mention in a
\ncustomer review, putting out all the new product in record time \u2013 you\u2019re your
\nappreciation in front of their peers, maybe with a gift card from the store. Go
\nbigger with a gift card to a favorite restaurant, a pretty bouquet of flowers
\nor a tin of chocolate chip cookies. Sometimes all it takes is a sincere thank you. In the end it doesn\u2019t really matter what
\nyou do as long as you do something.<\/span> <\/span><\/span><\/p>\n