Pretend I’m a salesman and you walk into my store and I say “Can I help you?”. OK now I’m going to play Carnack the Magnificent and tell you what you’re going to say before a single sound escapes your lips. And your answer is …….. No thanks I’m just looking. Thank you, thank you, oh you’re too kind.
Don’t get me wrong it’s great that you start a conversation with your customers, the problem is the question is wrong. The I’m just looking response is how most people respond because customers put this shield up to protect themselves from someone they don’t know. Try this instead, notice what your customer is looking at and then say something like one of these “That’s one of my favorite _________. Are you a collector of ________? The stones in this piece are from __________ and it takes me hours to ________. Your little girl is just adorable, how old is she? Get people talking about themselves, listen and watch the shields go down and the sales go up.
{ 4 comments… read them below or add one }
This is a great tip for a craft fair I have comin gup, many thanks!
This is exactly how we engage our customers in our gallery. I am always turned off by salespeople who accost me - or at least it seems like I’m being accosted - so I never ask if I can help, but rather make a comment about the artwork or the artist, or ask if they are visiting or local, or I make a comment about something they’re wearing. When someone is looking at/scrutinizing MY things, I ask if they are a knitter? Engaging and building relationships - that’s what it’s all about!
Good info in your forum posts and blog! Thanks!
So very true! When I used to manage stores I forbid my employees to ask a question that could be answered with a yes or no. You absolutely must engage your customers and create a relationship in the time that you have their attention. You won’t ever build a relationship if they can answer your question with a a yes or no.
Okay, this is the perceived way to go. But as a customer I hate this. If I want to be left alone, why can’t I just be left alone to browse. I don’t want a relationship with you, I am just looking to see if I want to buy something.
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