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<\/div>\nRetailers It\u2019s 2. Set a daily sales goal.<\/span><\/b> No matter how long they have been with 3. Require everyone to do<\/span><\/b> a 4. Answer the phone within If 5. How the phone is answered \u201cHello Click. TMI.<\/span><\/span> <\/span><\/p>\n Instead 6. Welcome<\/span><\/b> shoppers A We This 7. Watch your body language. <\/span><\/b> <\/span>What Keep 8. Ask the customer questions Close-ended 9. Demonstrate how the 10<\/span><\/b>. Remember Customers Try 11. Don\u2019t forget to build a relationship. 12. Celebrate the victories.<\/span><\/b> We all need a victory, even a little one. <\/span><\/span>Toast <\/span><\/span><\/p>\n
\nthese days wear a lot of hats. You sell in-store, online, and on social media,
\nmaking exceptional customer service mandatory. Every associate must be kept up
\nto speed on what is expected of them while at work, and every associate needs
\nto ensure that whatever is expected happens. Let\u2019s look at what you can do to
\nimprove your customer service and increase store sales:<\/span><\/span><\/p>\n<\/div>\n
\nthe same page, in the same book, but they can\u2019t do that unless you make it
\nhappen. 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. As long as you are able to send
\nthe same message to all associates at the same time, choose whatever method works
\nbest for you.<\/span><\/span> <\/span><\/div>\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
\nyou, people need to know what is expected of them. If you have never set a
\ndaily sales 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
\ncashwrap who helped them and note it in a Daily Sales Goal Journal. Don\u2019t just
\nsay you have a goal \u2013 write it down and put it in a place where every associate
\ncan see it.<\/span><\/span> <\/span><\/p>\n
\nmandatory 360 Degree Pass-By<\/b> at the start of each shift. We created this
\ndaily exercise to keep everyone up to speed on what\u2019s happening on the sales
\nfloor. It requires associates to do a quick walk through the store, noting
\nwhat\u2019s new, what has changed, and which areas need immediate attention. A daily
\n360 Degree Pass-By shouldn\u2019t take more than a few minutes, but it will help associates
\n\u2013 even your full-timers \u2013 become more familiar with what\u2019s happening on the
\nsales floor.<\/span><\/span> <\/span><\/p>\n
\nfour rings<\/span><\/b>, the number
\ntypically programmed into answering machines and voice mail systems. There will
\nalways be exceptions but picking up the phone in four rings or less should be
\nyour norm.<\/span><\/span> <\/span><\/p>\n
\nyou are 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 the
\ncustomer says OK, take the call and offer the caller the choice to be placed on
\nhold or opt for a call back within a specified time. If the customer says no,
\nthen let the call go to voice mail. But don\u2019t rely on voice mail to answer
\nevery call.<\/span><\/span> <\/span><\/p>\n
\nbuilds a perception about business.<\/span><\/b>
\nKnow what drives customers crazy? This:<\/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 ______________.
\nThis is _______________. How may I help you?\u201d<\/span><\/i><\/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
\nas quickly as possible.<\/b> It\u2019s interesting that in our onsite studies
\nshoppers who were greeted within 60 \u2013 90 seconds say it took five minutes or
\nmore for someone to acknowledge them. It\u2019s a perception thing \u2013 we call it customer
\ntime vs. real time \u2013 so say hello ASAP.<\/span><\/span> <\/span><\/p>\n
\nwarm smile and a hello are really all you need. Make eye contact and say, \u201cWelcome
\nto the store!\u201d<\/i> or \u201cWhat brings you in to see us today?\u201d<\/i> Most
\ncustomers will thank you, opening the door to a lengthier conversation. If the
\nshopper needs help immediately, she\u2019ll ask for it. When she doesn\u2019t need help, offer
\na cart or a basket and invite her to browse at her leisure. You can check back
\nlater to see how she\u2019s doing. But don\u2019t ever say, <\/b>\u201cMay I help you?\u201d because the answer will almost always be, \u201cNo
\nthanks, I\u2019m just looking.\u201d That question only works when the customer is
\nclearly in a hurry.<\/span><\/span> <\/span><\/p>\n
\ncreated the \u201c7-Tile Rule\u201d after watching too many shoppers roam 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
\nis also a good time to introduce yourself; people like to be addressed by name,
\nso offer 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
\nwe are really thinking shows up before we ever say a word. Did you know that 7%
\nof what we communicate to others comes from the words we choose, 38% is through
\ntone of voice, but 55% of what we communicate is done through body language? It
\nsurfaces in how you stand, how you hold your head, and the look on your face.
\nSometimes standing with your arms crossed is just comfortable, but to the
\ncustomer 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
\nto determine what they came in to buy.<\/span><\/b>
\nThere are two ways to ask questions: open-ended questions and closed-ended
\nquestions. Open-ended questions allow you to quickly uncover useful information.
\nOpen-ended questions begin with who, what, where, when, why or how. Think, \u201cWho
\nare you making this quilt for?\u201d or \u201cWhich colors were you thinking of
\nincorporating into your design?\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:
\n\u201cAre you buying this as a gift?\u201d or \u201cIs this your first DIY project?\u201d Just
\nremember, whoever asks the questions controls the conversation. Once you
\ndiscover what the customer is looking for you can get to work.<\/span><\/span> <\/span><\/p>\n
\nproduct can be used or how it works. <\/span><\/b>Obviously,
\nit\u2019s easy to demonstrate how a sewing machine or a vacuum cleaner works, but
\nthere are show and tell opportunities with all sorts of items. Drape fabric,
\ndemonstrate items the customer may not be familiar with, show what\u2019s included in
\na kit \u2013 be creative because this is where you get to show off your product
\nknowledge. And if you are unfamiliar with all the products in the store, take a
\nmoment each day to read labels and instructions on products you have not
\npersonally tried before.<\/span><\/span> <\/span><\/p>\n
\nto<\/b> suggest additional products.<\/b>
\nHave you ever been to a fast-food restaurant where they didn\u2019t ask if you
\nwanted fries with your sandwich? Nope. Because that doesn\u2019t happen. Fast food
\nretailers know that the easiest way to increase the bottom line is to have
\nassociates suggest additional items. It\u2019s so ingrained that every associate
\ndoes it, every time. Your team 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
\nour \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<\/span><\/b>Before the customer leaves
\nthe store think about one more thing you can do to keep her close. Invite her
\nto sign up for your email blasts, watch your Facebook Live broadcasts, join
\nyour private Facebook Group or hang with you on social media. If you happen to capture
\nthe customer\u2019s address, send a handwritten card thanking her for choosing your
\nstore. It\u2019s the little things that draw customers close to your store, and it\u2019s
\nthe little things they share with their friends about your store.<\/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, say a big sale, letter or mention
\nin a customer review, or putting out all the new product in record time, your
\nappreciation is important. Show it in front of their peers, maybe with a gift
\ncard from the store, or go bigger with a gift card to a favorite restaurant, a
\npretty bouquet of flowers or a tin of Mrs. Field\u2019s chocolate cookies. In the
\nend it doesn\u2019t really matter what you do as long as you do something.<\/span><\/p>\n