There are 3 approaches that can be used:
1. The greeting approach is used when a customer appears to be browsing and has not shown any particular interest in any merchandise. The conversation should be opened in a friendly manner, eg. ‘Good morning, how are you?’ or “Hi, great weather we’re having at the moment” You should always use a smile, friendly expression and pleasant tone of voice. This should open the conversation and allow the customer to indicate their needs.
2. The merchandise approach immediately focuses attention on a product. It is used when a customer shows interest in a particular item or range by looking, touching or reading information/packaging. Your opening remarks should reflect the customer’s interest, then you can develop a better understanding of their needs. Opening statements could be ”Hi, these are new today. What do you think of the style/colours?” or “Good Afternoon. These are great value at the moment. Which style were you looking at?”
3. The service approach is effective for customers who know what they want or are in a hurry. Customers have been almost conditioned to say “just looking” when asked “can I help you” Use openings that avoid a “no’ response such as ”How might I help you today?’ This approach is limited and should only be used when the customer has goods in their hands.
If a customer is not ready to be approached they will usually say they are just browsing. It is important to remember that this should not be the end of the contact. Often customers do not shop alone. Don’t presume which one is your customer. Treat each as a potential customer. Involving all parties can show you are interested in the customers and not just the sale.
- the “greeting approach”
- the “merchandise approach”
- the “service approach”
1. The greeting approach is used when a customer appears to be browsing and has not shown any particular interest in any merchandise. The conversation should be opened in a friendly manner, eg. ‘Good morning, how are you?’ or “Hi, great weather we’re having at the moment” You should always use a smile, friendly expression and pleasant tone of voice. This should open the conversation and allow the customer to indicate their needs.
2. The merchandise approach immediately focuses attention on a product. It is used when a customer shows interest in a particular item or range by looking, touching or reading information/packaging. Your opening remarks should reflect the customer’s interest, then you can develop a better understanding of their needs. Opening statements could be ”Hi, these are new today. What do you think of the style/colours?” or “Good Afternoon. These are great value at the moment. Which style were you looking at?”
3. The service approach is effective for customers who know what they want or are in a hurry. Customers have been almost conditioned to say “just looking” when asked “can I help you” Use openings that avoid a “no’ response such as ”How might I help you today?’ This approach is limited and should only be used when the customer has goods in their hands.
If a customer is not ready to be approached they will usually say they are just browsing. It is important to remember that this should not be the end of the contact. Often customers do not shop alone. Don’t presume which one is your customer. Treat each as a potential customer. Involving all parties can show you are interested in the customers and not just the sale.