A Sale in 30 Seconds? Its all in the Greeting
Sound impossible? It's easier than it seems.
As a salesperson, you have 100% control over the experience that customers have in your store because it is your home turf. You have the advantage of knowing your store and products inside and out and using that knowledge to prepare yourself for your customer's arrival.
You can engage your customer immediately by simply interacting with them in a way that shows that you care about their needs and have the knowledge to help them.
Greet your customer
Meeting and greeting your customer from the moment they walk into your store sets the tone for the rest of their shopping experience. By acknowledging their presence, they will feel important and will see that you are friendly and helpful.
In retail, the absolute worst thing you can do is make a customer wait for service or wander aimlessly around your store to search what they came in to find. They may have driven over 15 minutes to get to your store just to find one item. When they get there, they expect to find exactly what they are looking for and expect that you will help them find it. Without your help they may become frustrated and lost, and may leave empty-handed.
Establish yourself as their resource
Immediately following your initial greeting you need to establish yourself as the customer's resource. Your customer needs to know that you are the index of your store and that their experience will be efficient and pleasant with you as their guide.
When the customer is ready for your assistance, you must be ready to listen. Listening means discovering the meaning behind their words and the questions they ask. Too often in retail, salespeople try to find a quick solution, and dive into a speech about the first product a customer mentions. Take the time to allow the customer to reveal their unique needs and desires. Then you will be able to match them with a specific product that is perfect for them.
It is amazing how simple these initial steps are when you understand their importance. They are easy to implement and so effective in creating a pleasant and welcoming environment for your customer as soon as they arrive.
So the next time a customer comes in, pay attention to how they are treated within the first 30 seconds. Watch how others greet them and take a hard look at how you typically greet them. Come up with a few ways to improve your greeting and put them into action. After all, if a sale is determined by the customer's first impression, don't you want to make sure it is a good one?