What You Say Matters
Establishing Communication
In Retail Selling Made Easy I suggest to greet the customer quickly and then to ask, “Is this your first time in the store?” I have recently added a question in front of that one that people love. Ask, “Do you live in the area?” This immediately infers that people living in your area shop in your store, thus the trust sale starts right away.
Whenever I enter a store I pay close attention to the all important words used by the salesperson to “get started.” Too many times those words go nowhere. A few that I hear, and don’t recommend are:
“Are you finding everything okay?”
“May I help you?”
“Is there something in particular that you are looking for?
“Let me know if you have any questions.”
“Feel free to look around.”
Keep It Positive!
The words “No problem” represent a double negative. Instead say, “My pleasure” or “You’re welcome.”
“I can’t do that” or “We don’t carry those” or “I don’t know” are all “no - no’s.”
Instead say, “What I can do is…” or, “What we do have is…” or, “I’ll find out.”
Using or Abusing the Telephone
I hope that your store has a “live” person answering the telephone, but if not, be sure that the message does not put the customer into “Electronic Prison” asking him or her to jump through hoops to get a question answered or to reach someone. Automated answering systems are rapidly finding thier way to the top of many people’s top 10 irritation lists. Never answer with, “Hold on please.” If at some point you need to put a customer on hold, ask for permission to do so, and say how long it will be.
Little things (words) make a BIG difference when selling.
