How to Greet Customers in Retail - Never Say This!

Summary

In this video, Kathy Donovan Wagner, founder of Retail Mavens, emphasizes the importance of customer greetings in retail for building relationships and boosting sales. She advises against intrusive sales tactics, suggesting a warm acknowledgment and giving customers space to feel comfortable. Kathy recommends starting conversations with icebreakers and open-ended questions to create a relaxed shopping environment. She also shares strategies for engaging with different types of customers, whether they're browsing or on a mission, and encourages retailers to practice these techniques to enhance customer experience and loyalty.

Takeaways

• 😀 Greeting customers warmly and genuinely can significantly influence their purchasing decisions and likelihood of returning.
• 🛍️ Avoiding aggressive sales tactics is crucial as it can make customers defensive and less likely to buy.
• 🎶 Acknowledging customers with eye contact, a smile, and a friendly greeting helps set a positive tone for their shopping experience.
• 🕒 Giving customers a moment to settle in the store allows them to feel more comfortable and relaxed.
• 🗣️ Starting a conversation with open-ended questions helps build rapport and relationships with customers.
• 🚫 Refrain from asking useless questions that don't foster relationships, such as 'How can I help you today?' or 'Have you been in the store before?'
• 💡 Use icebreakers and compliments to initiate conversations that lead to more natural and engaging interactions.
• 🛒 When customers indicate they're looking for something specific, ask open-ended questions to better understand their needs and offer relevant products.
• 🏃‍♂️ For customers who appear to be in a hurry, offer assistance to help them find what they need quickly.
• 👥 Encourage your team to practice these customer service techniques through role-playing to enhance their skills and customer interactions.

Q & A

Why is the way you greet customers important in a retail store?

How you greet customers significantly impacts whether they'll make a purchase or become repeat customers. A positive first impression sets the stage for a better customer experience.

What emotional state should you aim to create in customers when they enter your store?

You should aim to make customers feel welcome, relaxed, and comfortable, as consumer psychology shows that customers are more likely to buy when they are feeling happy and their dopamine is flowing.

What common mistake do salespeople often make when greeting customers?

A common mistake is being too aggressive or direct, such as immediately asking, 'How can I help you?' or trying to sell a product right away. This can make customers defensive and less likely to buy.

How can you create a welcoming atmosphere for customers as soon as they enter the store?

Acknowledge their presence by making eye contact, smiling, and saying something like 'Hello,' 'Welcome,' or 'Glad you're here.' If you recognize them, you can add 'Good to see you again,' even if you don’t remember their name.

What is a recommended strategy to engage with a customer after greeting them?

After greeting them, give the customer a moment to get comfortable in the store. Then, approach the area where they are and start straightening or arranging products nearby. This allows you to start a casual conversation without pressuring them.

What type of questions should you ask to start a conversation with a customer?

You should ask open-ended questions that can lead to a conversation. For example, if it's early in the week, you could ask, 'Did you do anything fun over the weekend?' or, if it’s towards the end of the week, 'Are you doing anything fun this weekend?'

What types of questions should you avoid when greeting customers?

Avoid asking generic and closed questions like 'How can I help you today?' or 'Do you have any questions?' These don’t build relationships and can make the customer feel like you're just trying to make a sale.

What is a good question to ask when you want to understand a customer’s needs?

A great way to discover their needs is to ask, 'What brings you into the store today?' This invites the customer to share their reasons for visiting and opens up the conversation naturally.

How should you handle customers who seem to want to browse on their own?

If a customer indicates they just want to look around, respect their space. Continue straightening items nearby and stay accessible, but avoid hovering. Don’t retreat behind the counter, as it creates a barrier between you and the customer.

How can you approach a customer who seems to be in a hurry?

If a customer walks in quickly and seems to be in a rush, you can say something like, 'Looks like you're on a mission. How can I help you get out of here fast?' This acknowledges their urgency while still providing helpful service.